Consumer Experience Referral Specialist

AdventHealth - Shawnee, KS

Full-time

Shawnee, KS

Hospitals

About the position

The Consumer Access Specialist I at AdventHealth is responsible for providing exceptional customer service within the centralized Consumer Experience Center (CxC). This role involves fielding and resolving inquiries through various contact methods, ensuring a delightful customer experience while adhering to established workflows and quality standards. The Specialist will work collaboratively with colleagues and maintain a comprehensive knowledge of AdventHealth's service offerings and technologies.

Responsibilities

• Field and resolve inquiries via phone, chat, and other contact methods.
• Provide exceptional customer service and anticipate consumer needs.
• Treat all consumers and colleagues with dignity and respect.
• Collaborate with colleagues to achieve quality and performance standards.
• Maintain knowledge of AdventHealth service offerings and workflows.
• Document all interactions and update consumer records in relevant systems.
• Handle sensitive matters with professionalism and escalate issues when necessary.
• Adhere to department policies, procedures, and HIPAA regulations.

Requirements

• High-school diploma or equivalent.
• 1 year prior experience in a Call Center or Customer Service environment.
• Strong attention to detail and initiative in resolving inquiries.
• Demonstrated interpersonal, customer relations, and communication skills.
• Ability to listen and document notes simultaneously.
• Computer proficiency in Microsoft Office Suite and basic typing skills.
• Technological aptitude to master additional programs and technologies.

Nice-to-haves

• Bilingual in Spanish.
• Knowledge of medical terminology.
• One year of experience in a healthcare setting focused on patient care.
• Associate degree or equivalent college coursework in computer programs.

Benefits

• Career Development
• Whole Person Wellbeing Resources
• Tuition Reimbursement
• Mental Health Resources and Support