Consumer Experience SpecialistShawnee, KS

Consumer Experience Specialist AdventHealth

AdventHealth Shawnee Mission has been providing faith-based, whole-person care to the Kansas City community since 1962. Our team members, physicians and volunteers extend the healing ministry of Christ each day through dedication to clinical excellence and uncommon compassion.

As the largest health care provider in Johnson County, we touch lives throughout our community at our locations in Lenexa, Shawnee Mission and South Overland Park, and through our main campus AdventHealth Shawnee Mission in Merriam, which includes a cancer center, six physician office buildings and an associate child-care center. We're also proud to have more than 30 specialized physicians serving at 15 primary and urgent care locations.

Joining our team means joining an important mission to serve others but can also serve your family well. Our team members enjoy superior health benefits, Magnet Recognition, tuition reimbursement, a generous Paid Days Off plan and support in achieving your personal health goals through our Associate Wellness Department.

Every day, our fellow team members show up to work, unified by one shared mission : Extending the Healing Ministry of Jesus Christ. As a faith-based health care organization, our story is one of hope as we strive to heal and restore the body, mind and spirit. Though our facilities are spread across the country, this unwavering belief binds us together. Across every office, exam and patient room, we're committed to providing individualized, holistic care. This is our Christian mission, and it inspires us to help make communities healthier and happier.

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 organizations 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

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 :

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)

Licensure, certification or registration preferred :

Certified interpreter (Spanish)

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

Category : Patient Experience

Organization : AdventHealth Shawnee Mission

Schedule : Full-time

Shift : 1 - Day