AdventHealthConsumer Experience Specialist

Calhoun, GA

All 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

• Debt-free Education* (Certifications and Degrees without out-of-pocket tuition expense)

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.

Schedule: Full Time

Shift : Monday – Friday, 8:00AM – 5:00PM

Location: 1035 Red Bud Road, Calhoun, GA 30701

The community you’ll be caring for: AdventHealth Gordon

· Four seasons of outdoor activities, including whitewater, hiking, camping

· Named #4 on NICHE magazine’s “Best Cities (under 100,000) to Raise a Family”

· Affordable land and homes

· Outstanding qualify of life

· Strong cultural community

· Access to excellent public and private K-12 education

· Convenient location between two large metropolitan areas: Atlanta and Chattanooga

The role you’ll contribute:

The frontline Specialist is responsible for fielding and resolving inquiries via phone, chat, and other potential contact methods 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, and working collaboratively with colleagues to achieve quality and performance standards. The frontline 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 value you’ll bring to the team:

· Demonstrates through behavior AdventHealth's mission, vision, values and service standards as outlined in the organization's Whole Care Experience training.

· Maintains competence and use critical-thinking skills to confirm the consumer's identity and resolve consumer inquiries within assigned functional areas(s) accurately and promptly.

· Demonstrates empowerment to successfully resolve customer inquiries, striving for first interaction resolution.

· Adheres 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.

· Assesses and understands supported department schedules (i.e., Imaging, Lab, Rehab, AHMG, etc.) to maximize utilization of resources and services offered. Uses critical thinking to avoid scheduling conflicts.

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

· Maintains a current and thorough knowledge of utilizing all education and online tools made available to perform department services.

Qualifications

The expertise and experiences you’ll need to succeed :

EDUCATION AND EXPERIENCE REQUIRED:

· High-school diploma or equivalent

· 1 year of experience in a call center OR 2 years' prior experience in a customer service environment

EDUCATION AND EXPERIENCE PREFERRED:

· Two years of experience in a healthcare setting focused on patient care

· Associate's degree

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