Adventhealth Shawnee , KS 66203
Posted 7 days ago
Consumer Access Specialist I, Full-Time Days - AdventHealth
All the benefits and perks you need for you and your family:
Our promise to you:
Joining AdventHealth is about being part of something bigger. It's 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 Days
Shift : Monday-Friday 8:00am-4:30pm
Location: 9100 W 74TH ST, Shawnee Mission, 66204, remote but must be located in the Kansas City area
The community you'll be caring for:
At AdventHealth Shawnee Mission, formerly Shawnee Mission Medical Center, you're more than just a number on a chart. You're a whole person, who functions best when physically, emotionally, and spiritually fit. Find whole-person care, dedicated teams and staff, and a wide variety of medical services, all at our hospital in Shawnee Mission, Kansas.
The role you'll 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 you'll bring to the team:
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 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
Performs services necessary 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
Perform other duties as assigned by department leaders
Qualifications
The expertise and experiences you'll need to succeed :
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:
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)
LICENSURE, CERTIFICATION OR REGISTRATION 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: AdventHealth Shawnee Mission
Schedule: Full-time
Shift: 1 - Day
Req ID: 24022710
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.
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