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Member Concierge Specialist On Call in Orlando, FL at AdventHealth

Date Posted: 5/14/2019

Job Snapshot

  • Job Schedule
    Per Diem
  • Location:
    Orlando, FL
  • Job Category
  • Date Posted:
    5/14/2019
  • Job ID:
    19004047
  • Job Family
    Operations
  • Travel
    No
  • Shift
    1 - Day
  • Application Zone
    1-Shared Services
  • Organization
    AdventHealth Corporate

Job Description


Description
Member Concierge Specialist AdventHealth Corporate
Location Address: 602 Courtland Street, Orlando, FL 32804
Top Reasons To Work At AdventHealth Corporate
  • Great benefits
  • Immediate Health Insurance Coverage
  • Career growth and advancement potential
Work Hours/Shift:
  • On Call
You Will Be Responsible For:
  • Logs, tracks, resolves and responds to all assigned inquiries and complaints while meeting Customer and Adventist Health System guidelines in which special care is required to enhance Adventist Health System relationships; while meeting and exceeding all performance standards.
  • Acts as a liaison between internal departments on data gathering and problem solving while investigating problems of an unusual nature in the area of responsibility. Presents proposed solutions in a clear and concise manner.
  • Records, investigates and resolves complaints as detailed in the Policies and Procedures manual.
  • Responds to employee, member, provider and other inquiries via telephone, correspondence or other channels while meeting all corporate guidelines and performance standards.
  • Logs, tracks and appropriately documents all issues utilizing on-line systems and procedures, and in accordance with all applicable guidelines and requirements.
  • Performs skills necessary to create a high-quality customer experience, as reflected through acceptable satisfaction scores, quality monitors and customer feedback.
Qualifications
What You Will Need:
  • High School or GED
  • 1+ years prior experience in a Call Center or Customer Service environment
  • 6 months of experience in a healthcare environment
  • Ability to create, review and interpret treatment plans
Job Summary:
The Member Concierge Specialist within the PHSO Navigation Center responds to all member inquiries (phone, written or electronic, and other channels) regarding all aspects of Adventist Health System business received, in a professional, timely, accurate and caring manner while consistently meeting all guidelines. Additionally, they work with the Care Integration Team to provide support on any initiatives such as Care Campaigns etc. to facilitate member engagement, this includes but not limited to receiving inbound inquires, and/or performing outbound calls to facilitate access and engagement within the PHSO. The Member Specialist works to provide a true concierge level of service the members proactively anticipating members needs helping them navigate the healthcare system.  These activities include appointment setting, follow-up on warm-hands offs to ensure resolution and escalating as appropriate to effectively and promptly resolve problems.  Responsibilities also include miscellaneous special project work. 


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

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