Supervisor Care Advocate (Unassigned)

Texas Health Huguley FWS; Altamonte Springs (FL); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading healthcare organization is seeking a Care Advocate Supervisor to enhance consumer experience through exceptional service, support healthcare navigation, and train staff. The ideal candidate has a high school diploma, experience in a healthcare setting, and strong communication skills. This fully remote position offers an opportunity to make a meaningful impact on consumer relationships.

Qualifications

• 1+ years in a healthcare environment.
• 2+ years in customer service or related experience.
• Ability to manage high-volume live chats.

Responsibilities

• Provide virtual messaging support to consumers.
• Act as a connector between the consumer and AdventHealth services.
• Train and mentor staff members.

Skills

Strong service skills

Empathetic nature

Organizational skills

Customer service experience in a digital environment

Education

High School Diploma and/or GED

Job description

Job Description - Care Advocate Supervisor (25036163)

Overview

Care Advocate Supervisor (Job Number: 25036163)

Shift: Monday- Friday Full time 11:30 AM - 8:00 PM

Job Location: Remote

The role you will contribute

The Care Advocate Supervisor - Unassigned focuses on helping consumers navigate the AdventHealth network, enhancing the overall consumer experience for the purpose of seamless, timely access, and step-by-step guidance. The Care Advocate Supervisor - Unassigned sets the tone for the consumer\'s relationship with AdventHealth, establishing the foundation of help and support for those new to our organization. Individuals in this role are motivated to provide exceptional service to each consumer they encounter and are highly driven to meet the unique needs of a variety of consumers, leveraging strong problem-solving skills. He or she enables compassionate care through emotional responsiveness and informative, prompt communication while always striving to convert the impossible into a reality. The Care Advocate Supervisor - Unassigned actively participates in outstanding service accepting responsibility in maintaining relationships that are equally respectful to all.

The value you will bring to the team

• Provide immediate support to consumers through virtual messaging, ensuring complete resolution of consumer’s question or concern
• Acts as a vital connector and communicator between the consumer and all AdventHealth services through communication in a secure virtual messaging platform.
• Empathetically and effectively manages consumer comments, concerns, and requests while building consumer trust in the AdventHealth brand
• Uses previous consumer experience to connect consumers with various services, while accessing electronic medical record to schedule appointments, communicate with providers, and assist with other consumer needs
• Trains staff members to perform their duties, leading by example
• Provides mentorship for team members, actively seeking out opportunities to help improve their performance and engagement with consumers
• Meets or exceeds defined service level agreements while ensuring a positive consumer experience
• Manages processes across AdventHealth that connect consumers with necessary services within AdventHealth
• Maintains current knowledge and skills related to the Care Advocate role, while adhering to professional and ethical standards of practice.

Qualifications

The expertise and experiences you’ll need to succeed:

• High School Diploma and/or GED
• 1+ healthcare environment
• 2+ experience in customer service or related experience
• Strong service skills and ability to convey sensitive communication effectively across multiple situations and personality types, with a high degree of self-awareness
• Empathetic nature and a distinct ability to consistently provide top tier service
• Ability to build immediate trust in a supportive way to troubleshoot and resolve issues
• Ability to handle stressful situations and be flexible and adaptable to change
• Ability manage a high volume of consumer live chat conversations, working with a sense of urgency
• Strong organizational skills, with emphasis on documenting appropriately
• Ability to recognize and safeguard confidential information, maintain HIPAA guidelines, and provide superior discretion
• Ability to learn and navigate in a virtual messaging and data platform
• Results oriented, guided by both existing processes and problem-solving capabilities, always striving to assess and understand the need of the customer
• Desire to be a part of a high performing, innovative group with a supportive team environment
• Driven by a passionate desire to enhance and improve patient outcomes
• Strong written communication skills; ability to communicate quickly with a high degree of accuracy
• Ability to lead team members in a respectful manner and facilitate an effective learning experience
• Customer service experience within a digital environment