Demonstrates, through behavior, AdventHealth Orlando’s service standards.
Acts as a vital connector and communicator between the consumer, the AdventHealth provider and office staff primarily through communication in a secure virtual messaging platform.
Empathetically and effectively manages patient comments, concerns, and requests while ensuring a positive consumer experience with the goal of building authentic relationships
Uses previous consumer experience to connect consumers with various services, while accessing electronic medical record to understand of diagnosis, treatment and medications
Ensures complete resolution to consumer questions or concerns
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 PREFERRED:
Computer skills in Microsoft Office (Outlook, Word, Excel)
Customer service experience within a digital environment
Basic knowledge of navigation in a patient electronic medical record i.e. Athenanet
Knowledge of healthcare, including AdventHealth’s infrastructure and roles of the interdisciplinary staff and service personnel
Healthcare knowledge to provide effective and appropriate support to patients
The Care Advocate focuses on relationships, enhancing the overall consumer experience for the purpose of seamless, timely access to, and step-by-step guidance within the AdventHealth network. The Care Advocate facilitates a positive health and wellness experience and inherently seeks to help people feel whole. 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. He or she cultivates a continuous, supportive relationship with patients through emotional responsiveness and informative communication while always striving to convert the impossible into a reality. The Care Advocate 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.