Consumer Experience Specialist II

adventhealth; La Grange (IL); On-site; USD 28,000 - 45,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Paid Time Off

403-B Retirement Plan

Parental Leave

Career Development

Whole Person Well-being Resources

Mental Health Resources and Support

Pet Benefits

Job summary

AdventHealth in Greenwood Village, CO, is seeking a dedicated Customer Care Associate to resolve consumer inquiries, verify demographics and insurance data, and initiate insurance eligibility at scheduling to expedite reimbursements.

The role includes training responsibilities, meticulous documentation, chat moderation, and cross-training across lines of business, with emphasis on quality, speed, and patient-focused service. Bilingual Spanish preferred; strong English required.

Qualifications

• Ability to articulate AH mission and CX goals
• Strong attention to detail and initiative
• Excellent customer service orientation
• Interpersonal and communication skills
• Willingness to learn and adapt in a fast-paced environment
• Active listening and note-taking
• Read and interpret instructions
• Maintains high energy and positive attitude
• Calm under pressure with multi-tasking
• Excellent English communication, written and verbal
• Computer skills: MS Office and typing
• CRM, telephony, EHR experience preferred

Responsibilities

• Resolve consumer inquiries accurately with first-contact resolution
• Follow workflows and scripts to verify demographics, insurance info, and authorizations
• Initiate insurance eligibility at scheduling for timely reimbursements
• Serve as training proxy for new hires
• Document interactions and update consumer records in systems
• Act as chat moderator and SME; cross-train for another LOB and maintain QA for 6 months
• Meet department QA and productivity targets
• Other duties and schedule optimization as assigned

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, striving for first interaction resolution.

• Adheres to established workflows, scripting, and department greetings to ensure accurate demographics, insurance information, and authorizations.

• Initiates insurance eligibility at the time of scheduling to ensure timely authorization procurement for reimbursement.

• Acts as a training proxy for new hires and continue educational services as needed.

• Documents all interactions thoroughly and updates consumer records consistently in the relevant technology systems.

• Serves as a chat moderator and subject matter expert as needed. Cross-trains for at least 1 other Line of Business (LOB) and maintains quality assurance in this LOB for at least 6 months.

• Achieves individual key department performance objectives such as quality assurance and productivity.

• Other duties as assigned. Assesses supported department schedules to maximize resource utilization and avoid scheduling conflicts.

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 [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 additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems [Required]
• Bilingual in Spanish [Preferred]
• Medical terminology knowledge [Preferred]

Education:

• Associate [Preferred]
• High School Grad or Equivalent [Required]

Work Experience:

• 1+ experience in a healthcare setting focused on patient care [Preferred]
• 1+ prior experience in a call center or customer service environment [Required]
• Consumer Experience Center (CxC) [Preferred]

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:

$20.57 - $32.91

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