Consumer Experience Spec I

Consumer Experience Specialist I | AdventHealth

Location Address:600 Courtland St, Orlando, FL 32804

Top Reasons to Work at AdventHealth

• Great benefits
• Day 1 Health Insurance Coverage
• Career growth and advancement potential

Work Hours/Shift:

• Monday – Friday, Full-Time and Part-Time Shifts available

You Will Be Responsible For:

• 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 promptly resolve consumer inquiries within assigned functional area(s)
• Demonstrates empowerment to successfully resolve customer inquiries
• Adhere to all established workflows, scripting, and department greetings
• Create 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
• Perform other duties as assigned by department leaders

What You Will Need

Education and Experience Required:

• High-school diploma or equivalent

Knowledge and Skills Required:

• Ability to articulate the mission of AH and the CxC
• Strong attention to detail and ability to take initiative to resolve inquiries and issues
• Demonstrated personal commitment to promoting and providing excelled customer service
• Demonstrated interpersonal, customer relations, and communication skills; remains patient while interacting with consumers and colleagues
• Exhibits desire to continuously learn, improve service delivery, and work in a team environment
• Ability to listen and document notes simultaneously
• Ability to read, analyze, and interpret verbal and written instruction
• Maintains high energy and positive attitude
• Ability to remain calm under pressure
• Adapts quickly to change and balances multiple priorities in a fast-paced environment
• Demonstrates regular, consistent and punctual attendance
• Effective communicator in English, both orally and in writing
• Computer Proficiency: Microsoft Office Suite programs and basic keyboard typing skills
• Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems

Job Summary:

The frontline Representative 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 Representative 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.