Consumer Experience Specialist II

Responsible for

• Solves consumer inquiries accurately and promptly, aiming for first interaction resolution.
• Follows established workflows, scripts, and department greetings to ensure accurate demographics, insurance information, and authorizations.
• Initiates insurance eligibility at the time of scheduling to facilitate timely authorization procurement for reimbursement.
• Documents all interactions thoroughly and updates consumer records consistently in relevant technology systems.
• Serves as a chat moderator and subject matter expert as needed.
• Cross-trains for at least one other Line of Business (LOB) and maintains quality assurance in this LOB for at least six months.
• Achieves individual key department performance objectives such as quality assurance and productivity.
• Affords support to assessed department schedules to maximize resource utilization and avoid scheduling conflicts.

Qualifications

• Ability to articulate the mission of AdventHealth and the Consumer Experience Center (CxC).
• Strong attention to detail and ability to take initiative to resolve inquiries and issues.
• Demonstrated personal commitment to promoting and providing exceptional customer service.
• Demonstrated interpersonal, customer relations, and communication skills; remains patient while interacting with consumers and colleagues.
• 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.
• Bilingual in Spanish.
• Medical terminology knowledge.

Education and Experience

• Associate degree preferred.
• High school diploma or equivalent required.
• 1+ experience in a healthcare setting focused on patient care preferred.
• 1+ prior experience in a call center or customer service environment required.

Physical Requirements

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Pay and Schedule

• Pay range: $20.57 - $32.91 per hour.
• Schedule: Full-time, Day shift.