Consumer Experience Specialist FT Days

at  AdventHealth Shawnee Mission

KNOWLEDGE AND SKILLS REQUIRED:

• 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 additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems

KNOWLEDGE AND SKILLS PREFERRED:

• Bilingual in Spanish
• Medical terminology knowledge

EDUCATION AND EXPERIENCE REQUIRED:

• High-school diploma or equivalent
• 1 years prior experience in a Call Center OR Customer Service environment

EDUCATION AND EXPERIENCE PREFERRED:

• One year of experience in a healthcare setting focused on patient care
• Associate degree
• College course or the equivalent in computer programs (Outlook, Word, Excel, Power Point)

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.