Consumer Experience Specialist

6 days ago

Calhoun, United States AdventHealth Georgia Full time

All the benefits and perks you need for you and your family:

  • Benefits from Day One
  • Paid Days Off from Day One
  • Career Development
  • Whole Person Wellbeing Resources
  • Mental Health Resources and Support
  • Pet Insurance*
  • Debt-free Education* (Certifications and Degrees without out-of-pocket tuition expense)

Our promise to you:

Joining AdventHealth is about being part of something bigger. Its about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

Shift : Monday Friday, 9:30AM- 6:00PM

Location: Virtual

The community youll be caring for: AdventHealth Gordon

Four seasons of outdoor activities, including whitewater, hiking, camping

Named #4 on NICHE magazines Best Cities (under 100,000) to Raise a Family

Affordable land and homes

Outstanding qualify of life

Strong cultural community

Access to excellent public and private K-12 education

Convenient location between two large metropolitan areas: Atlanta and Chattanooga

The role youll contribute:

The frontline Specialist is responsible for fielding and resolving inquiries via phone, chat, and other potential contact methods within the centralized Consumer Experience Center (CxC). Expectations of this role include providing exceptional customer service, striving to anticipate and meet the needs of AdventHealth consumers, treating all consumers and colleagues with dignity and respect, and working collaboratively with colleagues to achieve quality and performance standards. The frontline Specialist reports to the department Supervisor and maintains a working knowledge of AdventHealth service offerings, service workflows, and contact center technologies necessary to perform all job functions.

The value youll bring to the team:

Demonstrates through behavior AdventHealth's mission, vision, values and service standards as outlined in the organization's Whole Care Experience training.

Maintains competence and use critical-thinking skills to confirm the consumer's identity and resolve consumer inquiries within assigned functional areas(s) accurately and promptly.

Demonstrates empowerment to successfully resolve customer inquiries, striving for first interaction resolution.

Adheres to all established workflows, scripting and department greetings. Ensures the obtained demographics, insurance information and authorizations are correct and as accurate as possible to avoid a negative consumer experience leading to a duplicate record, a rescheduled service or a denied service.

Assesses and understands supported department schedules (i.e., Imaging, Lab, Rehab, AHMG, etc.) to maximize utilization of resources and services offered. Uses critical thinking to avoid scheduling conflicts.

Initiates insurance eligibility at time of scheduling to ensure timely authorization procurement for reimbursement.

Maintains a current and thorough knowledge of utilizing all education and online tools made available to perform department services.

Qualifications

The expertise and experiences youll need to succeed:

High-school diploma or equivalent

1 year of experience in a call center OR 2 years' prior experience in a customer service environment

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Marketing & Communications

Organization: AdventHealth Georgia

Schedule: Full-time

Shift: 1 - Day

Req ID: 24042196

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.

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