Consumer Experience Specialist

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

• Benefits from Day One
• Paid Days Off from Day One
• Student Loan Repayment Program
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support

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

Location: AdventHealth Daytona Beach

The role you’ll 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 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 areas(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 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 delightful customer experience by setting proper expectations and consistently following through with end-users

• Thoroughly researches issues and takes appropriate action to resolve them within turnaround time requirements and quality standards

The expertise and experiences you’ll need to succeed :

Minimum qualifications :

• High-school diploma or equivalent
• 1 years prior 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: Patient Experience

Organization: AdventHealth Daytona Beach

Schedule: Full-time

Shift: 1 - Day

Req ID: 25002463

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.