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
Strong service skills and ability to provide sensitive communication effectively across multiple situations and personality types.
Empathetic nature and a distinct ability to consistently provide top tier service
Ability to build trust, rapport and work in a supportive way to troubleshoot and resolve issues
Ability to handle stressful situations, work with a sense of urgency, work on multiple projects, and be flexible and adaptable to change
Planning and 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
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.
AdventHealth Greater Orlando (formerly Florida Hospital) is one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.