Consumer Experience Specialist I NE

Texas Health Huguley Hospital; Killeen (TX); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance—Day

Paid Time Off from Day One

403-B Retirement Plan

4 Weeks Paid Parental Leave

Job summary

AdventHealth in Burleson, TX is seeking an in-office Call Center/Customer Service Associate to resolve consumer inquiries, verify insurance details, and process authorizations with accuracy. Training will be provided, with potential for remote work after onboarding.

You will work Monday–Friday, 8 hours per day, in a fast-paced environment, serving patients and families with empathy while following scripted workflows. Fluency in English required; Spanish preferred.

Qualifications

• Able to articulate AdventHealth mission and CxC purpose
• Demonstrates high attention to detail and proactivity in resolving inquiries
• Committed to delivering excelled customer service
• Strong interpersonal, customer relations, and communication skills; remains patient with consumers and colleagues
• Willingness to learn, improve service delivery, and work in a team
• Reads and documents notes accurately; handles instructions
• Maintains energy and positive attitude in a fast-paced environment
• Ability to adapt to change and manage multiple priorities effectively
• Communicates information clearly to consumers, peers and management
• Defines problems, collects data, and draws valid conclusions
• Excellent time management and prioritization skills
• Builds trust and credibility through transparent communication
• Shows regular, punctual attendance
• Proficient in English communication (oral and written)
• Proficient with MS Office; capable of using CRM and EHR systems
• Spanish language skills preferred
• Medical terminology knowledge preferred

Responsibilities

• Resolves consumer inquiries accurately and promptly
• Adheres to workflows, scripting, and department greetings to ensure accurate demographics, insurance information, and authorizations
• Assesses department schedules to maximize resource utilization and avoid conflicts
• Initiates insurance eligibility at scheduling to secure timely authorizations for reimbursement
• Maintains up-to-date knowledge of educational materials for department services
• Researches issues and takes appropriate action to resolve them promptly
• Documents all interactions and updates consumer records in relevant systems
• Meets or exceeds key department performance objectives such as quality and productivity
• Performs other duties as assigned

Skills

Customer service

Communication skills

Attention to detail

Problem solving

Team player

English proficient

Bilingual Spanish

Education

High School Grad or Equiv

Associate

Tools

Microsoft Office Suite

CRM

Telephony

Electronic Health Records

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:

Day (United States of America)

Address:

11801 SOUTH FWY

City:

BURLESON

State:

Texas

Postal Code:

76028

Job Description:

• ***Monday-Friday, 8-hour shifts ranging between 7a-5p***
• *** IN-OFFICE Training for up to 3 months, potential for remote after training***
• ***Training will be held at our Killeen or Burleson, TX location- must reside in one of these areas***
• 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]

Work Experience:

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

Licenses and Certifications:

• Certified Medical Interpreter (CMI) [Preferred]

Physical Requirements:

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

Pay Range:

$17.84 - $28.53

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