Consumer Experience Specialist Lead

: Description

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
• 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 Shift

Location: AdventHealth Avista

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 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)

Qualifications

The expertise and experiences you'll need to succeed:

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

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