Consumer Experience Specialist

adventhealth; Columbus (OH); On-site; USD 23,570 - 37,718; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Life Insurance

Disability Insurance

Paid Time Off from Day One

403-B Retirement Plan

Parental Leave

Career Development

Well-being Resources

Mental Health Resources and Support

Pet Benefits

Job summary

AdventHealth in Orlando, FL is seeking a dedicated call center/customer service representative to join our team. You will resolve consumer inquiries, verify demographics and insurance information, and ensure timely authorizations in our systems.

We offer benefits from day one, a full-time schedule, and a pay rate of $19.00 per hour, with a Florida background check requirement. Strong English communication and data entry skills are essential for success.

Qualifications

• Communicate mission of AdventHealth and CxC requirements.
• Demonstrate attention to detail and initiative in inquiries.
• Commitment to high-quality customer service.
• Strong interpersonal and written/oral communication skills.
• Willingness to learn and adapt in a fast-paced environment.
• Ability to document notes clearly and read instructions.
• Maintain energy and calm under pressure.
• Proficient with basic computer and data entry tasks.
• Preferred bilingual Spanish and medical terminology knowledge.

Responsibilities

• Resolve consumer inquiries accurately and promptly.
• Follow workflows, scripting, and greetings to collect demographics and insurance data.
• Check department schedules to optimize resources and avoid conflicts.
• Initiate insurance eligibility and obtain timely authorizations for reimbursement.
• Maintain current knowledge of educational materials to perform services.
• Research issues thoroughly and take appropriate action to resolve them.
• Document all interactions and update records in systems.
• Meet key performance objectives for quality and productivity.
• Perform other duties as assigned.

Skills

articulate mission

attention to detail

customer service

interpersonal skills

team player

active listening

english proficiency

computer proficiency

spanish bilingual (preferred)

medical terminology (preferred)

Education

High School Grad or Equiv

Associate

Tools

Microsoft Office Suite

Job description

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.

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

• 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: 24 Hours (United States of America)

Address: 602 COURTLAND ST

City: ORLANDO

State: Florida

Postal Code: 32804

Pay is $19.00 an hour non negotiable

• 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.
• Performs 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]

Education:

• High School Grad or Equiv [Required]
• Associate [Preferred]

Field of Study:

• N/A

Work Experience:

• 1+ year prior experience in a call center or customer service environment [Required]

Additional Information:

• N/A

Licenses and Certifications:

• Certified Medical Interpreter (CMI) [Preferred]

Physical Requirements:

Physical Requirements - https://tinyurl.com/23km2677

Pay Range: $17.11 - $27.38

Background Screening Requirement (Florida Law)

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.

Applicants may review general information about Florida’s background screening requirements at the Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/

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