Consumer Experience Spec IOrlando, FL

Frontline Representative

At AdventHealth Orlando, what started as a converted farmhouse in rural Central Florida has become Central Florida's major tertiary health care facility. Patients come from the Southeast, the Caribbean and even as far as South America for our proven expertise and compassionate health care.

With a variety of Orlando hospital jobs, we invite you to start or elevate your career with a new job at AdventHealth Orlando. We constantly seek out Orlando nurses, medical assistants, nurse assistants, patient care and health administration professionals who share our passion for whole-person health care. Learn more about our open positions and apply to become an invaluable part of our team.

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 Representative 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 Representative 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 :

• Demonstrate through behavior AdventHealth's mission, vision, values and service standards as outlined in the organizations Whole Care Experience training
• Maintain competence and use critical thinking skills to promptly resolve consumer inquiries within assigned functional area(s)
• Demonstrates empowerment to successfully resolve customer inquiries
• Adhere to all established workflows, scripting, and department greetings
• Create delightful customer experience by setting proper expectations and consistently following through with end-users
• Thoroughly document all interactions and consistently update consumer records in the relevant technology system(s)
• Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to a variety of customers including consumers, clinic staff, physicians, CxC colleagues, and leaders
• Achieves individual key department performance objectives such as quality assurance and productivity.
• Maintain knowledge of CxC and AdventHealth offerings to provide exceptional services
• Handle sensitive matters courteously and with professionalism. When appropriate, escalate with leadership for proper awareness and / or resolution.
• Adhere to department policies and procedures and HIPAA regulations
• Perform other duties as assigned by department leaders

Qualifications

The expertise and experiences you'll need to succeed :

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