All the benefits and perks you need for you and your family:

Benefits from Day One

Paid Days Off from Day One

Whole Person Wellbeing Resources

Pet Insurance*

Our promise to you: Joining 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. 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

Shift : Days, M-F 8:30-5

Location: Virtual

The community youll be caring for: AdventHealth Gordon

Four seasons of outdoor activities, including whitewater, hiking, camping

Named #4 on NICHE magazines Best Cities (under 100,000) to Raise a Family

Affordable land and homes

Outstanding qualify of life

Strong cultural community

Access to excellent public and private K-12 education

Convenient location between two large metropolitan areas: Atlanta and Chattanooga

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). 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.

The value youll bring to the team:

Demonstrates through behavior AdventHealths mission, vision, values and service standards as outlined in the organizations Whole Care Experience training.

Maintains 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.

Adheres 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.

Assesses and understands 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 an exceptionally 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 documents all interactions and consistently updates 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

Maintains knowledge of CxC and AdventHealth offerings to provide exceptional services

Handles sensitive matters courteously and with professionalism. When appropriate, escalates with leadership for proper awareness and/or resolution.

Adheres to department policies and procedures and HIPAA regulations

Perform other duties as assigned by department leaders

Qualifications

The expertise and experiences youll need to succeed :

High School Diploma or Equivalent

1 year related experience

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: Marketing & Communications

Organization: AdventHealth Georgia

Schedule: Full-time

Shift: 1 - Day

Req ID: 25022469

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.