Consumer Experience Specialist

AdventHealth•Orlando, FL

1d•Onsite

About The Position

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. Performs other duties as assigned.

Requirements

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]
High School Grad or Equiv [Required]
1+ year prior experience in a call center or customer service environment [Required]

Nice To Haves

Bilingual in Spanish [Preferred]
Medical terminology knowledge [Preferred]
Associate [Preferred]
Certified Medical Interpreter (CMI) [Preferred]

Responsibilities

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.
Performs other duties as assigned.