Consumer Experience Specialist II Position Available In Volusia, Florida

• All the benefits and perks you need for you and your family:
• + Benefits and Paid Days Off from Day One + Paid Parental Leave + Whole Person Well-being and Mental Health Resources
• Our promise to you:
• Joining AdventHealth is about being part of something bigger.

It’s 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:

• Days

• Location:

• This position will be Remote.
• The role you’ll contribute:
• The frontline Specialist is responsible for fielding and resolving inquiries via phone, chat, and other potential contact methods for more than 1 business line or region supported 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 Consumer Experience Specialist II works to provide a true concierge level of service to the members proactively

• The value you’ll bring to the team:
• + Demonstrate through behavior AdventHealth’s mission, vision, values, and service standards as outlined in the organization’s Whole Care Experience training.

+ Maintain competence and use critical thinking skills to confirm the consumer’s identity and resolve consumer inquiries within assigned functional area(s) accurately and promptly. + Demonstrates empowerment to successfully resolve customer inquiries, striving for first interaction resolution. + Adhere 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. + Assess and understand 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. + Consistently builds trust and rapport to create an exceptionally delightful customer experience by setting proper expectations and consistently following through with end- users. + Thoroughly document all interactions and consistently update consumer records in the relevant technology system(s). + Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to a variety of customers including consumers, clinic staff, physicians, CxC colleagues, and leaders. + Achieves individual key department performance objectives such as quality assurance and productivity. + Maintain knowledge of CxC and AdventHealth offerings to provide exceptional services. + Handle sensitive matters courteously and with professionalism. When appropriate, escalate with leadership for proper awareness and/or resolution. + Adhere to department policies and procedures and HIPAA regulations + Cross-trained in at least 1 additional line of business (LOB) or region with the following proficiency: + Meet or exceed individual key department performance objectives such as quality assurance and productivity in their principle LOB for minimum of 6 consecutive months. + Successfully completes training for the additional LOB (or region) + Maintain knowledge of multiple LOB skillsets and service lines to deliver multiple region-based care. + Provides on the job precepting support as a training proxy to new hire employees during new hire training and continued educational learning classes when needed. + Monitors and acts as team chat moderator serving as a subject matter expert related to operational processes when needed. + Performs additional off phone support duties including special projects as assigned or directed including but limited to assisting with Level 1 escalations and/or supporting team members with first call resolution when needed.

• The expertise and experiences you’ll need to succeed:
• Minimum qualifications:
• + High School Grad or equivalent + Successfully completes training for the additional line of business (or region) + One (1) or more years of experience in a Call Center OR two (2) years experience in a Customer Service environment + Strong attention to detail and ability to take initiative to resolve inquiries and issues + Demonstrated personal commitment to promoting and providing excelled customer service + Ability to remain calm under pressure + Effective communicator in English, both orally and in writing +

Computer Proficiency:

Microsoft Office Suite programs and basic keyboard typing skills + Technological aptitude to master multiple programs and technologies, including CRM, telephony, electronic health records, and other potential systems

• Preferred qualifications:
• + Associate’s degree + College course or the equivalent in computer programs (Outlook, Word, Excel, Power Point) + Bilingual in Spanish + Certified interpreter (Spanish) + Medical terminology knowledge 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:

• Patient Experience

• Organization:

• AdventHealth Daytona Beach

• Schedule:

• Full-time

• Shift:

• 1 – Day

• Req ID:

• 25003697We 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.