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Top Reasons to work at AdventHealth
You Will Be Responsible For:
Acts as a vital connector and communicator between the consumer, the AdventHealth provider and office staff primarily through communication in a secure virtual messaging platform.
• Empathetically and effectively manages patient comments, concerns, and requests while ensuring a positive consumer experience with the goal of building authentic relationships
• Uses previous consumer experience to connect consumers with various services, while accessing electronic medical record to understand of diagnosis, treatment and medications
• Ensures complete resolution to consumer questions or concerns
• 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.
• Strong service skills and ability to provide sensitive communication effectively across multiple situations and personality types.
• Empathetic nature and a distinct ability to consistently provide top tier service
• Ability to build trust, rapport and work in a supportive way to troubleshoot and resolve issues
• Ability to handle stressful situations, work with a sense of urgency, work on multiple projects, and be flexible and adaptable to change
• Planning and 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 creativity and the needs of the customer
• High degree of self-awareness
• Driven by passionate desire to enhance and improve patient outcomes
KNOWLEDGE AND SKILLS PREFERRED:
• Computer skills in Microsoft Office (Outlook, Word, Excel)
• Customer service experience within a digital environment
• Basic knowledge of navigation in a patient electronic medical record i.e. Athenanet
• Knowledge of healthcare, including AdventHealth’s infrastructure and roles of the interdisciplinary staff and service personnel
• Healthcare knowledge to provide effective and appropriate support to patients
• One year of experience in a healthcare environment and/or two years of experience in customer service or related experience
• High School Diploma and/or GED