Consumer Experience Specialist II

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, striving for first interaction resolution.
• Adheres to established workflows, scripting, and department greetings to ensure accurate demographics, insurance information, and authorizations.
• Initiates insurance eligibility at the time of scheduling to ensure timely authorization procurement for reimbursement.
• Acts as a training proxy for new hires and continue educational services as needed.
• Documents all interactions thoroughly and updates consumer records consistently in the relevant technology systems.
• Serves as a chat moderator and subject matter expert as needed. Cross-trains for at least 1 other Line of Business (LOB) and maintains quality assurance in this LOB for at least 6 months.
• Achieves individual key department performance objectives such as quality assurance and productivity.
• Other duties as assigned. Assesses supported department schedules to maximize resource utilization and avoid scheduling conflicts.

• 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 [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 additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems [Required]
• Bilingual in Spanish [Preferred]
• Medical terminology knowledge [Preferred]

• Associate [Preferred]
• High School Grad or Equivalent [Required]

• 1+ experience in a healthcare setting focused on patient care [Preferred]
• 1+ prior experience in a call center or customer service environment [Required]
• Consumer Experience Center (CxC) [Preferred]

• Certified Medical Interpreter (CMI) [Preferred]

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