Consumer Experience Specialist

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.

• Resolves consumer inquiries accurately and promptly.

• Adheres to established workflows, scripting, and department greetings to ensure accurate demographics, insurance information, and authorizations.

• Assesses supported department schedules to maximize utilization of resources and avoid scheduling conflicts.

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

• Maintains current and thorough knowledge of all educational materials necessary to perform department services. Researches issues thoroughly and takes appropriate action to promptly resolve them. Documents all interactions thoroughly and updates consumer records consistently in the relevant technology systems. Achieves individual key department performance objectives, such as quality assurance and productivity. Other duties as assigned.

• Ability to articulate the mission of AH and the CxC Required

• Strong attention to detail and ability to take initiative to resolve inquiries and issues Required

• Demonstrated personal commitment to promoting and providing excelled customer service Required

• Demonstrated interpersonal, customer relations, and communication skills; remains patient while interacting with consumers and colleagues Required

• Exhibits desire to continuously learn, improve service delivery, and work in a team environment Required

• Ability to listen and document notes simultaneously Required

• Ability to read, analyze, and interpret verbal and written instruction Required

• Maintains high energy and positive attitude Required

• Ability to remain calm under pressure Required

• Adapts quickly to change and balances multiple priorities in a fast-paced environment with changing priorities Required

• Ability to effectively present information and respond to questions from consumers, peers and management Required

• Ability to define problems, collect data, establish facts and draw valid conclusions Required

• Demonstrate organizational, time management and priority setting skills Required

• Seeks to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication Required

• Demonstrates regular, consistent and punctual attendance Required

• Effective communicator in English, both orally and in writing Required

• Computer Proficiency: Microsoft Office Suite programs and basic keyboard typing skills Required

• Technological aptitude to master multiple programs and technologies, including CRM, telephony, electronic health records, and other potential systems Required

• Associate Preferred

• High School Grad or Equiv Required

• 1+ year prior experience in a call center or customer service environment Required

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.