Network Access Center Specialist II

About the role

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.

Responsibilities

• Resolves consumer inquiries promptly using critical thinking skills.
• Successfully resolves customer inquiries with empowerment.
• Adheres to established workflows, scripting, and department greetings.
• Creates a delightful customer experience by setting proper expectations and consistently following through with end-users.
• Thoroughly documents all interactions and consistently updates consumer records in relevant technology systems.
• Demonstrates customer-care skills such as empathy, active listening, courtesy, politeness, and helpfulness to various customers including consumers, clinic staff, physicians, NAC colleagues, and leaders.
• Achieves individual key department performance metrics.
• Exceeds team average and individual key department performance objectives such as quality assurance and productivity.
• Maintains knowledge of NAC and service offerings to provide exceptional services.
• Handles sensitive matters courteously and professionally, escalating to leadership when appropriate for proper awareness and resolution.
• Adheres to department policies and procedures and HIPAA regulations.
• Provides on-the-job floor training support as a training proxy to new employees and serves as a subject matter expert related to operational processes.
• Other duties as assigned.

Skills

• Ability to articulate the mission of AH and the NAC [Required]
• Strong attention to detail and ability to take initiative to resolve inquiries and issues [Required]
• Demonstrated personal commitment to promoting and providing excelled customer service [Required]
• Demonstrated interpersonal, customer relations, and communication skills; remains patient while interacting with consumers and colleagues [Required]
• Exhibits desire to continuously learn, improve service delivery, and work in a team environment [Required]

Qualifications

• Education: Associate [Preferred]; High School Grad or Equiv [Required]; Field of Study or equivalent -OR- 1+ years prior experience in a Call Center OR Customer Service environment; College course or equivalent in computer programs (Outlook, Word, Excel, Power Point)
• Work Experience: 1+ healthcare setting focused on patient care [Preferred]; 6 months within Network Access Center (NAC) [Required]
• Licenses and Certifications: Certified Medical Interpreter (CMI) [Preferred]
• Physical Requirements: Physical Requirements

Benefits

• Medical, Dental, Vision Insurance