Consumer Experience Specialist I NE

AdventHealth; United States; On-site; USD 27,000 - 44,000; Full time

Benefits offered by this job

Medical

Dental

Vision Insurance

Life Insurance

Disability Insurance

PTO Day One

403(b) Retirement Plan

Parental Leave (4 weeks)

Career Development

Well-being Resources

Mental Health Resources

Pet Benefits

Job summary

AdventHealth is hiring for a full-time Call Center/Customer Service position in Greenwood Village, Colorado. The role requires handling consumer inquiries, verifying demographics and insurance details, and ensuring timely authorizations.

You will use scripted workflows, coordinate with departments for scheduling, and document all interactions in the system. Ideal candidates have strong communication skills, attention to detail, and a commitment to excellent service.

Qualifications

• Requires high school diploma or equivalent; associate degree preferred.
• 1+ year of experience in a call center or customer service environment.
• Strong communication and problem-solving skills.

Responsibilities

• Resolves consumer inquiries accurately and promptly.
• Follows scripts and workflows to collect demographics, insurance info, and authorizations.
• Ensures scheduling aligns with department resources and avoids conflicts.
• Initiates insurance eligibility checks at scheduling for timely authorization.
• Keeps knowledge of educational materials up to date for department services.
• Documents interactions thoroughly in relevant systems.
• Meets or exceeds key department performance objectives.

Skills

Customer service excellence

Interpersonal communication

Documentation and note-taking

English communication

MS Office

CRM familiarity

Telephony systems

EHRs familiarity

Bilingual Spanish (Preferred)

Medical terminology (Preferred)

Education

High School Grad or Equiv

Associate (Preferred)

Tools

CRM systems

Telephony

EHRs

MS Office

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:

(Please click the link below to view work requirements) Physical Requirements - https://tinyurl.com/23km2677

Pay Range:

$19.77 - $31.63

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.