All the benefits and perks you need for you and your family:
· Benefits from Day One
· Career Development
· Whole Person Wellbeing Resources
· Mental Health Resources and Support
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.
Job Location : Remote - Monday, Thursday, Friday 11:30am to 8:00pm, And Saturday and Sunday 8:30am to 5:00pm
The role you’ll contribute:
The Care Advocate - Unassigned focuses on helping consumers navigate the AdventHealth network, enhancing the overall consumer experience for the purpose of seamless, timely access, and step-by-step guidance. The Care Advocate - Unassigned sets the tone for the consumer’s relationship with AdventHealth, establishing the foundation of help and support for those new to our organization. Individuals in this role are motivated to provide exceptional service to each consumer they encounter and are highly driven to meet the unique needs of a variety of consumers, leveraging strong problem-solving skills. He or she enables compassionate care through emotional responsiveness and informative, prompt communication while always striving to convert the impossible into a reality. The Care Advocate - Unassigned actively participates in outstanding service accepting responsibility in maintaining relationships that are equally respectful to all
The value you’ll bring to the team:
Demonstrates, through behavior, AdventHealth Orlando’s service standards.
· Provide immediate support to consumers through virtual messaging, ensuring complete resolution of consumer’s question or concern
· Acts as a vital connector and communicator between the consumer and all AdventHealth services through communication in a secure virtual messaging platform.
· Empathetically and effectively manages consumer comments, concerns, and requests while building consumer trust in the AdventHealth brand
· Uses previous consumer experience to connect consumers with various services, while accessing electronic medical record to schedule appointments, communicate with providers, and assist with other consumer needs
· Meets or exceeds defined service level agreements while ensuring a positive consumer experience
· Manages processes across AdventHealth that connect consumers with necessary services within AdventHealth
· Maintains current knowledge and skills related to the Care Advocate role, while adhering to professional and ethical standards of practice.
Qualifications
The expertise and experiences you’ll need to succeed:
KNOWLEDGE AND SKILLS REQUIRED:
· Strong service skills and ability to convey sensitive communication effectively across multiple situations and personality types
· Empathetic nature and a distinct ability to consistently provide top tier service
· Ability to build immediate trust in a supportive way to troubleshoot and resolve issues
· Ability to handle stressful situations and be flexible and adaptable to change
· Ability manages a high volume of consumer live chat conversations, working with a sense of urgency
· Strong organizational skills, with emphasis on documenting appropriately
· Ability to recognize and safeguard confidential information, maintain HIPAA guidelines, and provide superior discretion
· Ability to learn and navigate in a virtual messaging and data platform
· Results oriented, guided by both existing processes and problem-solving capabilities, always striving to assess and understand the need of the customer
· High degree of self-awareness
· Desire to be a part of a high performing, innovative group with a supportive team environment
· Driven by a passionate desire to enhance and improve patient outcomes
· Strong written communication skills and ability to communicate quickly with a high degree of accuracy
· Strong computer skills in Microsoft Office (Outlook, Word, Excel)
KNOWLEDGE AND SKILLS PREFERRED :
· Spanish speaking
· Average typing speed of 45 wpm
· Customer service experience within a digital environment
· Basic knowledge of navigation in a patient electronic medical record i.e. Athenanet, EPIC
· Knowledge of healthcare, including AdventHealth’s infrastructure and roles of the interdisciplinary staff and service personnel
· Healthcare knowledge to provide effective and appropriate support to patients
EDUCATION AND EXPERIENCE REQUIRED:
· High School Diploma and/or GED
EDUCATION AND EXPERIENCE PREFERRED :
· One year of experience in a healthcare environment and/or two years of experience in customer service or related experience
· Graduation from an accredited bachelor’s degree program
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 Corporate
Schedule: Full-time
Shift: 1 - Day
Req ID: 24038143
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.