Description
YOU ARE REQUIRED TO SUBMIT A RESUME WITH YOUR APPLICATION! Care Advocate Supervisor -AdventHealth Orlando Location Address: 601 East Rollins Street Orlando, FL 32803 Top Reasons to work at AdventHealth -ORLANDO - Located on a lush tropical campus, our flagship hospital, 1,368-bed AdventHealth Orlando
- serves as the major tertiary facility for much of the Southeast, the Caribbean and South America
- AdventHealth Orlando houses one of the largest Emergency Departments and largest cardiac catheterization labs in the country
- We are already one of the busiest hospitals in the nation, providing service excellence to more than 32,000 inpatients and 125,000 outpatients each year
Work Hours/Shift: AM/ PM shifts available (Various Shifts) Must be open to 4hr, 8hr or 10 hr shifts PT Flexibility is a must. Open to weekend and Holiday open availability You Will Be Responsible For: 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
- Trains staff members to perform their duties, leading by example
- Provides mentorship for team members, actively seeking out opportunities to help improve their performance and engagement with consumers
- 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
What You Will Need: KNOWLEDGE AND SKILLS REQUIRED: - Strong service skills and ability to convey sensitive communication effectively across multiple situations and personality types, with a high degree of self-awareness
- 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 manage 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
- 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; ability to communicate quickly with a high degree of accuracy
- Ability to lead team members in a respectful manner and facilitate an effective learning experience
- 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
EDUCATION AND EXPERIENCE REQUIRED: · One year of experience in a healthcare environment and/or two years of experience in customer service or related experience · High School Diploma and/or GED
This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. |
