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.
What You Will Need:
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
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)
The Care Advocate Supervisor - Unassigned focuses on helping consumers navigate the AdventHealth network, enhancing the overall consumer experience for the purpose of seamless, timely access, and step-by-step guidance. The Care Advocate Supervisor - Unassigned sets the tone for the consumer’s relationship with AdventHealth, establishing the foundation of help and support for those new to our organization. Individuals in this role are motivated to provide exceptional service to each consumer they encounter and are highly driven to meet the unique needs of a variety of consumers, leveraging strong problem-solving skills. He or she enables compassionate care through emotional responsiveness and informative, prompt communication while always striving to convert the impossible into a reality. The Care Advocate Supervisor - Unassigned actively participates in outstanding service accepting responsibility in maintaining relationships that are equally respectful to all.
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.