Consumer Experience Spec I

Job Description

Solves consumer inquiries accurately and promptly.

Adheres to established workflows, scripting, and department greetings to ensure accurate demographics, insurance information, and authorizations.

Affirms supported department schedules to maximize resource utilization 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.

Knowledge, Skills, And Abilities

• Articulates the mission of AdventHealth and the Customer Care Center [CxC]
• Shows strong attention to detail and takes initiative to resolve inquiries and issues
• Displays a personal commitment to promoting and providing excellent customer service
• Shows demonstrated interpersonal, customer relations, and communication skills; remains patient while interacting with consumers and colleagues
• Desires to continuously learn, improve service delivery, and work in a team environment
• Shows ability to listen and document notes simultaneously
• Shows ability to read, analyze, and interpret verbal and written instruction
• Maintains high energy and positive attitude
• Shows ability to remain calm under pressure
• Adapts quickly to change and balances multiple priorities in a fast-paced environment with changing priorities
• Shows ability to effectively present information and respond to questions from consumers, peers, and management
• Shows ability to define problems, collect data, establish facts, and draw valid conclusions
• Shows demonstration of organizational, time management, and priority setting skills
• Builds trust, respect, and credibility with all partners through full, honest, consistent, and coordinated communication
• Shows regular, consistent, and punctual attendance
• Shows effective communication in English, both orally and in writing
• Shows computer proficiency: Microsoft Office Suite programs and basic keyboard typing skills
• Shows technological aptitude to master multiple programs and technologies, including CRM, telephony, electronic health records, and other potential systems
• Speaks Spanish [Preferred]
• Shows medical terminology knowledge [Preferred]
• Holds an associate degree [Preferred]
• Graduated from high school or equivalent [Required]
• Studies field of study not specified [Preferred]
• Holds 1+ year prior experience in a call center or customer service environment [Required]
• Additional information not specified
• Shows certified medical interpreter (CMI) [Preferred]
• Shows physical requirements: (Please click the link below to view work requirements)

Pay

$19.00

Shift

9:30am-6:00pm Monday - Friday

Other Duties As Assigned

Other duties as assigned.

Physical Requirements

(Please click the link below to view work requirements)

Physical Requirements

Background Screening Requirement

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.

Equal Opportunity Employer

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