Consumer Experience Specialist - FT Days


Description

Costumer Experience Specialist - Texas Health Huguley- operated as joint venture between Texas Health Resources and AdventHealth

Location Address: 11801 South Fwy., Burleson, TX  76028

Top Reasons to Work At Texas Health Huguley, Burleson, TX

  • Our care for patients extend to the spiritual level by praying with patients and families and providing on call, 24 hours, 7 days a week Chaplains for spiritual support.
  • Award winning facility and departments including “Great Place to Work” by Becker’s Hospital Review and Gallup.
  • Work with the latest technology and top experts including “Daisy Award” recipients while on the way to Magnet status—2020.
  • Amazing medical benefits through Aetna plus an onsite full-service fitness center.
  • Growth opportunities designed for each employee.
  • Located about 10 minutes from downtown Fort Worth and near TCU in the award-winning school district, Burleson ISD which also provides a low-cost of living.  

Work Hours:

Full Time / Days

You Will Be Responsible For:

  • 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, 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

What You Will Need:

  • High-school diploma or equivalent
  • One-year prior experience in a call center or customer service environment
  • Bilingual in Spanish preferred
  • Medical terminology knowledge preferred

Job Summary:

The frontline Representative 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 Representative 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.


This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.
Posted
09/01/2021
Type
Full time
Location
Burleson, TX 76028, US