Consumer Experience Specialist

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

• Career Development

• Whole Person Wellbeing Resources

• Benefits from Day One

• Paid Days Off from Day One

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: Varies

Shift: Days

Location: Advent Health Calhoun, GA 30701 REMOTE- VIRTUAL

The role you’ll contribute:

The frontline Specialist is responsible for fielding and resolving inquiries via phone, chat, and other potential contact methods for more than 1 business line or region supported 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 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 endusers

• 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

Minimum qualifications:

• High School Graduate or Equivalent

• 1 years prior experience in a Call Center OR Customer Service environment

Preferred qualifications:

• One year of experience in a healthcare setting focused on patient care
• College course or the equivalent in computer programs (Outlook, Word, Excel, Power Point)
• Associate’ degree
• Bilingual in Spanish
• Medical terminology knowledge