Consumer Experience Specialist II

: Description

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

Benefits from Day One

• Paid Days Off from Day One

• Student Loan Repayment Program

• Career Development

• Whole Person Wellbeing Resources

• Mental Health Resources and Support

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.

Schedule: Full Time

Shift : Day

Location: 2525 S. Downing Street, Denver, CO 80210

The community you'll be caring for: Rocky Mountain Region

The role you'll contribute:

The frontline Specialist is responsible for fielding and resolving inquiries via phone, chat, and other potential contact methods for more than 1 business line or region supported 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, and working collaboratively with colleagues to achieve quality and performance standards. The frontline 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 Consumer Experience Specialist II works to provide a true concierge level of service to the members proactively anticipating members needs helping 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.

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 promptly resolve consumer inquiries within assigned functional area(s)
• Demonstrates empowerment to successfully resolve customer inquiries
• Adhere to all established workflows, scripting, and department greetings
• Create delightful customer experience by setting proper expectations and consistently following through with end- users
• Thoroughly document all interactions and consistently update consumer records in the relevant technology system(s)
• Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to a variety of customers including consumers, clinic staff, physicians, CxC colleagues, and leaders
• Achieves individual key department performance objectives such as quality assurance and productivity.
• Maintain knowledge of CxC and AdventHealth offerings to provide exceptional services • Handle sensitive matters courteously and with professionalism. When appropriate, escalate with leadership for proper awareness and/or resolution.
• Adhere to department policies and procedures and HIPAA regulations
• Cross-trained in at least 1 additional line of business (LOB) or region with the following proficiency:
  • Meet or exceed individual key department performance objectives such as quality assurance and productivity in their principle LOB for minimum of 6 consecutive months.
  • Successfully completes training for the additional LOB (or region)
  • Maintain knowledge of multiple LOB skillsets and service lines to deliver multiple region based care.
• Provides on the job precepting support as a training proxy to new hire employees during new hire training and continued educational learning classes when needed.
• Monitors and acts as team chat moderator serving as a subject matter expert related to operational processes when needed.
• Performs additional off phone support duties including special projects as assigned or directed including but limited to assisting with Level 1 escalations and/or supporting team members with first call resolution when needed.

Qualifications

The expertise and experiences you'll need to succeed :

Minimum qualifications :

• High-school diploma or equivalent
• 1+ years prior experience in a Call Center OR Customer Service environment
• 6 months within Consumer Experience Center (CxC)

Preferred qualifications:

• One year of experience in a healthcare setting focused on patient care
• Associate degree
• College course or the equivalent in computer programs (Outlook, Word, Excel, Power Point)
• Bilingual in Spanish

Licensure, Certification or Registration Preferred

Certified interpreter (Spanish)

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