Consumer Experience Specialist Lead

LEAD Consumer Experience Specialist

REMOTE

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

• Benefits from Day One
• Paid Days Off from Day One
• Career Development
• Whole Person Wellbeing Resources
  
  

Our Promise To You

Joining AdventHealth is about being part of something bigger. Its 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: Full Time

Shift: Day

Location: AdventHealth Daytona Beach

The community you'll be caring for: 301 MEMORIAL MEDICAL PKWY, Daytona Beach, 32117

The Role You'll Contribute

The Lead Specialist is responsible for fielding and resolving inquiries via phone, chat, and other potential contact methods for more than 1 business line or region 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, working collaboratively with colleagues to achieve quality and performance standards, and assisting with Supervisory duties as needed. The Lead 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 Lead Specialist works to provide a true concierge level of service to the members proactively, anticipating members' needs to help them navigate the healthcare system. They are required to be well versed in the various skills deployed within the CxC and maintain the knowledge of multiple region-based care.These activities include appointment setting, follow-up on hand offs to ensure resolution and escalating as appropriate to resolve problems effectively and promptly.

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 confirm the consumer's identity and resolve consumer inquiries within assigned functional area(s) accurately and promptly.
• Demonstrates empowerment to successfully resolve customer inquiries, striving for first interaction resolution.
• Adhere to all established workflows, scripting, and department greetings. . Ensures the obtained demographics, insurance information, and authorizations, are correct and as accurate as possible to avoid a negative consumer experience leading to a duplicate record, a rescheduled service, or a denied service.
• Assess and understand supported department schedules (i.e. Imaging, Lab, Rehab, AHMG, etc.) to maximize utilization of resources and services offered. Uses critical thinking to avoid scheduling conflicts.
  
  

Minimum Qualifications

The expertise and experiences you'll need to succeed:

• Associate degree -OR- 2 years' experience in Customer Service environment
• 1 year within Consumer Experience Center (CxC) Call Center
  
  

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Patient Experience

Organization: AdventHealth Daytona Beach

Schedule: Full-time

Shift: 1 - Day

Req ID: 25032181

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.