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.
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
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
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.
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.