Consumer Experience Specialist I NE

adventhealth; La Grange (IL); On-site; USD 23,419,000 - 89,544,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

PTO Day One

403-B Retirement Plan

Parental Leave

Career Development

Well-being Resources

Mental Health Resources

Pet Benefits

Job summary

AdventHealth is seeking a compassionate Customer Care Specialist in Greenwood Village, CO. You will resolve consumer inquiries, verify demographics and insurance details, and coordinate scheduling to maximize resources and timely authorizations.

Ideal candidates have 1+ year of call center or customer service experience, strong English communication, and a commitment to excellent service. Bilingual in Spanish is preferred.

Qualifications

• Ability to articulate the mission of AH and the CxC.
• Strong attention to detail and initiative to resolve inquiries.
• Commitment to providing excellent customer service.
• Interpersonal, customer relations, and communication skills; patient with consumers and colleagues.
• Willingness to learn, improve service delivery, and work in a team.
• Listen and document notes simultaneously.
• Read, analyze, and interpret verbal and written instruction.
• Maintain high energy and positive attitude.
• Remain calm under pressure.
• Adapt quickly to change and manage multiple priorities.
• Present information clearly and respond to questions.
• Define problems, collect data, establish facts and draw conclusions.
• Organizational, time management and priority setting.
• Build trust and credibility through honest, coordinated communication.
• Regular, punctual attendance.
• English communication, both oral and written.
• Computer proficiency: MS Office and typing.
• Aptitude to master CRM, telephony, EHRs.
• Bilingual in Spanish (Preferred).
• Medical terminology knowledge (Preferred).

Responsibilities

• Resolves consumer inquiries accurately and promptly.
• Adheres to workflows, scripting, and greetings to ensure accurate demographics and insurance information.
• Assesses department schedules to maximize resources and avoid conflicts.
• Initiates insurance eligibility at scheduling time for timely authorization.
• Maintains knowledge of educational materials for department services.
• Resolves issues thoroughly and promptly.
• Documents all interactions and updates consumer records in systems.
• Meets individual department performance objectives (quality, productivity).
• Performs other duties as assigned.

Skills

mission articulation

attention to detail

customer service

interpersonal skills

teamwork

listening & documentation

communication skills

calm under pressure

adaptability

presentation of information

problem solving

time management

trust & credibility

attendance

English proficiency

computer proficiency

CRM/telephony/EHRs

Spanish bilingual (preferred)

medical terminology (preferred)

Education

High School Grad or Equiv

Associate

Tools

Microsoft Office

CRM

Telephony systems

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:

6061 S Willow Dr

City:

Greenwood Village

State:

Colorado

Postal Code:

80111

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]

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:

$19.58 - $31.32

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