Consumer Experience Specialist

AdventHealth; Orlando (FL); On-site; USD 23,000 - 39,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

PTO from Day One

403-B Plan

Parental Leave (4 weeks)

Career Development

Well-being Resources

Mental Health Resources

Pet Benefits

Job summary

AdventHealth in Orlando, FL is seeking a patient-focused call center specialist to resolve consumer inquiries and verify insurance data. You will follow scripts, manage demographics, and coordinate authorizations to support timely reimbursements.

Join a mission-driven team that values attention to detail, clear communication, and collaborative problem solving in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• 1+ year in a call center or customer service.
• Ability to articulate AdventHealth mission and assist customers.
• Strong attention to detail and initiative.
• Excellent customer service and interpersonal skills.
• English communication skills.
• Spanish bilingual preferred.
• Medical terminology knowledge preferred.

Responsibilities

• Resolve consumer inquiries accurately and promptly.
• Follow scripts to verify demographics and insurance data.
• Assess department schedules to maximize resource utilization.
• Initiate insurance eligibility at scheduling to obtain authorizations.
• Maintain current knowledge of educational materials.
• Research issues and take action to resolve promptly.
• Document interactions and update consumer records in relevant systems.
• Meet department performance objectives (quality, productivity).
• Perform other duties as assigned.

Skills

Mission alignment

Attention to detail

Customer service

Interpersonal skills

Teamwork

Active listening

English communication

CRM proficiency

Multitasking

Calm under pressure

Education

High School Diploma

Associate Degree

Tools

CRM systems

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

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.
• 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:

(Please click the link below to view work requirements)

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

Pay Range:

$17.28 - $27.65

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.