Consumer Experience Spec I

adventhealth

Columbus (OH)

On-site

USD 23,419 - 37,195

Full time

14 days+

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Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Paid Time Off from Day One

403-B Retirement Plan

Parental Leave

Job summary

AdventHealth in Orlando, FL is seeking a Customer Service Associate to resolve consumer inquiries accurately and promptly, following approved workflows and scripts. The role emphasizes verifying demographics, insurance information, and authorizations while ensuring timely communications and respectful, professional service.

You will support scheduling, check insurance eligibility at appointment times, maintain up-to-date knowledge of educational materials, and document interactions in our health

Qualifications

Must be able to resolve inquiries accurately and promptly.
Follows established workflows, scripts, and greetings.
Assesses schedules to maximize resource utilization and avoid conflicts.
Initiates insurance eligibility checks at scheduling.
Maintains knowledge of educational materials for department services.
Documents interactions thoroughly in health systems.

Responsibilities

Resolves consumer inquiries accurately and promptly.
Adheres to workflows, scripting, and department greetings for demographics and insurance details.
Assesses schedules to maximize resource utilization and avoid conflicts.
Initiates insurance eligibility for timely authorizations.
Maintains current knowledge of educational materials and department services.
Documents all interactions and updates records in the system.

Skills

Customer service

Attention to detail

Clear communication

Multitasking

English proficiency

Problem solving

Teamwork

Education

High School Graduate or Equivalent

Associate (Preferred)

Tools

CRM

Electronic Health Records

Microsoft Office

Telephony systems

Job description

Benefits

Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance
Paid Time Off from Day One
403-B Retirement Plan
4 Weeks 100% Paid Parental Leave
Career Development
Whole Person Well-being Resources
Mental Health Resources and Support
Pet Benefits

Schedule

Full time

Shift: Day (United States of America)

Shift times:

9:30 AM – 6:00 PM Monday – Friday
10:30 AM – 7:00 PM Monday – Friday

Job Location

602 Courtland St, Orlando, Florida 32804

Job Description

Resolves consumer inquiries accurately and promptly. Adheres to established workflows, scripting, and department greetings to ensure accurate demographics, insurance information, and authorizations. Assesses supported department schedules to maximize utilization of resources 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. Other duties as assigned.

Knowledge, Skills, and Abilities

Ability to articulate the mission of AH and the CxC [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]
Ability to listen and document notes simultaneously [Required]
Ability to read, analyze, and interpret verbal and written instruction [Required]
Maintains high energy and positive attitude [Required]
Ability to remain calm under pressure [Required]
Adapts quickly to change and balances multiple priorities in a fast-paced environment with changing priorities [Required]
Ability to effectively present information and respond to questions from consumers, peers and management [Required]
Ability to define problems, collect data, establish facts and draw valid conclusions [Required]
Demonstrate organizational, time management and priority setting skills [Required]
Seeks to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication [Required]
Demonstrates regular, consistent and punctual attendance [Required]
Effective communicator in English, both orally and in writing [Required]
Computer Proficiency: Microsoft Office Suite programs and basic keyboard typing skills [Required]
Technological aptitude to master multiple programs and technologies, including CRM, telephony, electronic health records, and other potential systems [Required]
Bilingual in Spanish [Preferred]
Medical terminology knowledge [Preferred]