Consumer Experience Specialist, Primary CareShawnee, KS

Consumer Experience Specialist I 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 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 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
• Perform 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 preferred :

Education and experience required :

Education and experience preferred :

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.

Category : Patient Experience

Organization : AdventHealth Shawnee Mission

Schedule : Full-time

Shift : 1 - Day

Req ID : 25006318

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.