Consumer Experience SpecialistDaytona Beach, FL

Remote Call Center

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.

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.

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 areas(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 utilization of resources and services offered. Uses critical thinking to avoid scheduling conflicts.

High-school diploma or equivalent Required

1 years prior experience in a Call Center Required

OR 2 years prior experience in a Customer Service environment Required

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