Consumer Experience Specialist Onsite

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.

Performs other duties as assigned.

Knowledge, Skills, And Abilities

• Ability to articulate the mission of AdventHealth and the Customer Care Center (CxC).
• Strong attention to detail and ability to take initiative to resolve inquiries and issues.
• Demonstrated personal commitment to promoting and providing excellent 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 with changing priorities.
• Ability to effectively present information and respond to questions from consumers, peers, and management.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Demonstrate organizational, time management, and priority setting skills.
• Sets to build trust, respect, and credibility with all partners through full, honest, consistent, and coordinated communication.
• 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 multiple programs and technologies, including CRM, telephony, electronic health records, and other potential systems.
• Bilingual in Spanish (preferred).
• Medical terminology knowledge (preferred).

Education

• High School Grad or Equiv (required).
• Associate (preferred).

Field Of Study

• N/A

Work Experience

• 1+ year prior experience in a call center or customer service environment (required).

Additional Information

• N/A

Licenses And Certifications

• Certified Medical Interpreter (CMI) (preferred).

Physical Requirements

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Pay Range

• $17.11 - $27.38

Background Screening Requirement

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

Additional Information

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