Bilingual Member Concierge Spec PRN at AdventHealth

Date Posted: 11/14/2019

Job Snapshot

  • Job Schedule
    Per Diem
  • Location:
    Orlando, FL
  • Job Category
  • Date Posted:
    11/14/2019
  • Job ID:
    19022915
  • Job Family
    Operations
  • Travel
    No
  • Shift
    1 - Day
  • Application Zone
    1-Shared Services
  • Organization
    AdventHealth Corporate

Job Description


Description

Location Address: 602 Courtland Street, Orlando, FL 32804
Work Hours/Shift:
  • Must be willing to work a shift between the 7am-11pm, Available to work weekends/holidays

You Will Be Responsible For:

  • Consistently respond in a professional and courteous manner to all channel inquiries.
  • Logs, tracks, resolves and responds to all assigned inquiries and complaints while meeting Customer and Adventist Health System  guidelines in which special care is required to enhance Adventist Health System relationships; while meeting and exceeding all performance standards.
  • Thoroughly researches issues and takes appropriate action to resolve them within turnaround time requirements and quality standards.
  • Identify root-cause issues to ensure enterprise solutions and communicate findings as needed.
  • Acts as a liaison between internal departments on data gathering and problem solving while investigating problems of an unusual nature in the area of responsibility. Presents proposed solutions in a clear and concise manner.
  • Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified.
  • Records, investigates and resolves complaints as detailed in the Policies and Procedures manual.
 

Qualifications
What You Will Need:
  • High School or GED
  • 1+ years prior experience in a Call Center or Customer Service environment
  • 6 months of experience in a healthcare environment
  • Ability to deal with Ambiguity
  • Compassion and ability to demonstrate responsiveness
  • Demonstrated written communication skills - Intermediate
  • Demonstrated interpersonal/verbal communication skills - Intermediate
  • Ability to multi-task
Job Summary:

The Member Concierge Specialist  within the PHSO Navigation Center responds to all member inquiries (phone, written or electronic, and other channels) regarding all aspects of Adventist Health System business received, in a professional, timely, accurate and caring manner while consistently meeting all guidelines. Additionally, they work with the Care Integration Team to provide support on any initiatives such as Care Campaigns etc. to facilitate member engagement, this includes but not limited to receiving inbound inquires, and/or performing outbound calls to facilitate access and engagement within the PHSO. The Member Specialist works to provide a true concierge level of service the members proactively anticipating members needs helping them navigate the healthcare system.  These activities include appointment setting, follow-up on warm-hands offs to ensure resolution and escalating as appropriate to effectively and promptly resolve problems.  Responsibilities also include miscellaneous special project work.



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

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