Network Access Specialist

GENERAL SUMMARY:

The frontline Representative is responsible for fielding and resolving inquiries via phone, chat, and other potential contact methods within the centralized WFD Network Access Center. 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 Manager and maintains a working knowledge of AdventHealth service offerings, service workflows, and contact center technologies necessary to perform all job functions.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES :

• 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

• 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, WFD Network Access Center colleagues, and leaders

• Achieves individual key department performance objectives such as quality assurance and productivity.

• Maintain knowledge of 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

KNOWLEDGE AND SKILLS REQUIRED:

• Ability to articulate the mission of AH and the WFD Network Access Center

• 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

• 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

• One year 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's Degree

• College course or the equivalent in computer programs (Outlook, Word, Excel, Power Point)

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 Medical Group West FL

Schedule: Full-time

Shift: 1 - Day

Req ID: 24022215

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.