**Consumer Access Specialist I - UChicago Medicine AdventHealth Great Lakes - Neuroscience** **All the benefits and perks you need for you and your family:** + Benefits from Day One + Paid Time Off from Day One + Student Loan Repayment Program + Career Development + Whole Person Wellbeing Resources + Mental Health Resources and Support + Pet Insurance* + Debt-free Education* (Certifications and Degrees without out-of-pocket tuition expense) **Our promise to you:** Joining UChicago AdventHealth is about being part of something bigger. Its about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. UChicago AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that **together** we are even better. **Schedule:** Full Time Monday - Friday 8:30am to 5pm **Shift:** Days **Location:** 2363 63RD ST, Woodridge, 60517 (may need to travel to Hindale for training or vacation coverage) **The role youll contribute:** 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). This role is pivotal in providing exceptional customer service, striving to anticipate and meet the needs of consumers, treating all consumers and colleagues with dignity and respect, and working collaboratively with colleagues to achieve quality and performance standards. The Specialist reports to the department Supervisor or Manager and is required to maintain a working knowledge of service offerings, service workflows, and contact center technologies necessary to perform all job functions. Additionally, this position may involve providing concierge-level service to patients, helping them navigate the healthcare system effectively. The role is inherently cross-functional, requiring collaboration with technology, design, operations, analytics, and executive teams to develop and bring solutions to market, including summarizing research and reporting on data-driven insights. The Specialist is expected to be well-versed in various skills and maintain knowledge of care across multiple regions, particularly in specialized areas such as Sports Med & Rehab, contributing to the overall consumer experience by researching, developing, and influencing product solutions and key consumer efforts based on team strategy and vision. Certified Interpreter (Spanish) Preferred **The value youll bring to the team:** + Demonstrate through behavior AdventHealths mission, vision, values, and service standards as outlined in the organizations Whole Care Experience training. + Maintain competence and use critical thinking skills to confirm the consumers 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. + Initiates insurance eligibility at time of scheduling to ensure timely authorization procurement for reimbursement. + Maintains a current and thorough knowledge of utilizing all education and online tools made available to perform department services. + Consistently builds trust and rapport to create delightful customer experience by setting proper expectations and consistently following through with end-users + Thoroughly researches issues and takes appropriate action to resolve them within turnaround time requirements and quality standards. + 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 Qualifications **The expertise and experiences you’ll need to succeed:** + High School Grad or Equiv Required + Associate Preferred + Ability to articulate the mission of AH and the CxC + Strong attention to detail and ability to take initiative to resolve inquiries and issues + Demonstrated personal commitment to promoting and providing excelled customer service + Demonstrated interpersonal, customer relations, and communication skills; remains patient while interacting with consumers and colleagues + Exhibits desire to continuously learn, improve service delivery, and work in a team environment + Ability to listen and document notes simultaneously + Ability to read, analyze, and interpret verbal and written instruction + Maintains high energy and positive attitude + Ability to remain calm under pressure + Adapts quickly to change and balances multiple priorities in a fast-paced environment with changing priorities + Ability to effectively present information and respond to questions from consumers, peers and management + Ability to define problems, collect data, establish facts and draw valid conclusions + Demonstrate organizational, time management and priority setting skills + Seeks to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication + Demonstrates regular, consistent and punctual attendance + Effective communicator in English, both orally and in writing + Computer Proficiency: Microsoft Office Suite programs and basic keyboard typing skills + Technological aptitude to master multiple programs and technologies, including CRM, telephony, electronic health records, and other potential systems + Bilingual in Spanish + Medical terminology knowledge + Certified Medical Interpreter (CMI) Preferred This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location. **Category:** Patient Experience **Organization:** UChicago Medicine AdventHealth Great Lakes **Schedule:** Full-time **Shift:** 1 - Day **Req ID:** 25025224 We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.