Consumer Experience Specialist

1103 Team Member Services; United States; On-site; USD 24,000 - 38,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

PTO from Day One

403(b) Retirement Plan

Paid Parental Leave (4 weeks)

Career Development

Whole Person Well-being Resources

Mental Health Resources and Support

Pet Benefits

Job summary

AdventHealth in Orlando, FL is seeking a full-time call center associate to support patient and consumer inquiries. You will process demographics, insurance data, and authorizations while ensuring accurate scheduling and timely reimbursements.

The role requires strong communication, attention to detail, and teamwork. Medical terminology knowledge and CRM proficiency are beneficial in a faith-based health system committed to holistic care.

Qualifications

• Education: High School Grad or Equivalent; Associate degree preferred.
• 1+ year in a call center or customer service environment.
• CMI certification preferred; bilingual Spanish a plus.

Responsibilities

• Resolve consumer inquiries accurately and promptly.
• Adhere to workflows, scripts, and greetings for correct data.
• Assess department schedules to maximize resource utilization.
• Initiate insurance eligibility at scheduling for timely authorization.
• Maintain knowledge of educational materials for department services.
• Research issues and take appropriate action to resolve them.
• Document interactions and update records in systems.
• Meet department performance objectives (quality and productivity).
• Perform other duties as assigned.

Skills

Mission alignment

Attention to detail

Customer service

Interpersonal skills

Team player

English communication

Education

High School Diploma

Associate Degree Preferred

Tools

CRM systems

Telephony systems

Electronic Health Records

Job description

Our promise to you: Joining AdventHealth is about being part of something bigger. Its 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 Responsibilities

• 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]

Education and Experience

Education: High School Grad or Equ [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]

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]

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.

Every day, our fellow team members show up to work, unified by one shared mission: Extending the Healing Ministry of Jesus Christ. As a faith-based health care organization, our story is one of hope as we strive to heal and restore the body, mind and spirit. Though our facilities are spread across the country, this unwavering belief binds us together. Across every office, exam and patient room, we’re committed to providing individualized, holistic care. This is our Christian mission, and it inspires us to help make communities healthier and happier.