Healthcare 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

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.