Consumer Experience Specialist Lead - #253817

Consumer Experience Specialist Lead Daytona Beach, FL

AdventHealth Daytona Beach

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• Job Schedule: Full-time
• Pay Range: $20.37 - $30.57 per hour
• Job ID: 25017342
• Job Family: Patient Experience
• Shift: 1 - Day
  
  

Our goal is simple: to offer our patients the absolute best care around them in the most compassionate, community-focused setting possible. And to us, that means extending the healing ministry of Christ, striving to promote wellness of body, mind and spirit.

AdventHealth Daytona Beach includes a 293-bed main hospital in Daytona Beach, as well as outpatient facilities located at the Pavilion at Port Orange and the New Smyrna Health Park.

More than 400 physicians hold privileges to practice at our facilities, and we employ more than 1,700 care team members. Our specialties include cardiology, cancer, emergency care, surgical services, obstetrics, Level II NICU, neurosurgery, stroke care, rehabilitation, weight-loss surgery, imaging, laboratory, home health, wound care, diabetes, hospice, physician practices, and women's services. We also offer the area's only inpatient rehabilitation facility with Commission on Accreditation of Rehabilitation Facilities (CARF) accreditation for stroke care.

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.

A ll the benefits and perks you need for you and your family:

• Benefits from Day One
• Paid Days Off from Day One
• Student Loan Repayment Program* (For eligible positions)
• Career Development
• Whole Person Wellbeing Resources
  
  

Our promise to you:

Schedule: Full Time

Shift : Day

Location: AdventHealth Daytona Beach

The community you’ll be caring for: 301 MEMORIAL MEDICAL PKWY, Daytona Beach, 32117

The Role you ’ll contribute :

The Lead Specialist is responsible for fielding and resolving inquiries via phone, chat, and other potential contact methods for more than 1 business line or region within the centralized Consumer Experience Center (CxC). Expectations of this role include providing exceptional customer service, striving to anticipate and meet the needs of AdventHealth consumers,treating all consumers and colleagues with dignity and respect, working collaboratively with colleagues to achieve quality and performance standards, and assisting with Supervisory duties as needed. The Lead Specialist reports to the department Supervisor and maintains a working knowledge of AdventHealth service offerings, service workflows, and contact center technologies necessary to perform all job functions. The Lead Specialist works to provide a true concierge level of service to the members proactively, anticipating members' needs to help them navigate the healthcare system. They are required to be well versed in the various skills deployed within the CxC and maintain the knowledge of multiple region-based care.These activities include appointment setting, follow-up on hand offs to ensure resolution and escalating as appropriate to resolve problems effectively and promptly.

The Value you’ll bring To The Team:

• Demonstrate through behavior AdventHealth's mission, vision, values, and service standards as outlined in the organization's Whole Care Experience training
• Maintain competence and use critical thinking skills to confirm the consumer's identity and resolve consumer inquiries within assigned functional area(s) accurately and promptly.
• Demonstrates empowerment to successfully resolve customer inquiries, striving for first interaction resolution.
• Adhere to all established workflows, scripting, and department greetings. . Ensures the obtained demographics, insurance information, and authorizations, are correct and as accurate as possible to avoid a negative consumer experience leading to a duplicate record, a rescheduled service, or a denied service.
• Assess and understand supported department schedules (i.e.Imaging, Lab, Rehab, AHMG, etc.) to maximize utilizationof resources and services offered. Uses critical thinking to avoid scheduling conflicts.
  
  

The expertise and e xperiences you’ll need to succeed :

Minimum Qualifications :

• Associate degree -OR- 2 years' experience in Customer Service environment
• 1 year within Consumer Experience Center (
  
  

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.

Apply Now

Apply Now

Internal Employees Apply Here

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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.