• Benefits from Day One
• Paid Days Off from Day One
• Student Loan Repayment Program
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support
• Pet Insurance*
• Debt-free Education* (Certifications and Degrees without out-of-pocket tuition expense)

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Days

Shift: 7 a.m. - 7 p.m., every other weekend 

Location: 601 EAST ROLLINS STREET, Orlando, 32803

The community you’ll be caring for: 

• Faith based & mission driven organization
• Central Florida’s premier multi-specialty medical group
• Comprehensive Employee Benefits such as Educational Reimbursement
• CREATION Health employee wellness and lifestyle programs
• Positive working climate to support a work life balance

 Your role

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:

·             Work to deliver a seamless experience and leads an exceptional consumer experience delivery by facilitating patient requests, owning subject matter expertise on the ED Journey Tracker technology, supporting the Care Team with non-clinical tasks, influencing a comfortable environment, and empowering patients to express needs in a safe way.

·             Deep understanding and proven track record of consumer experience delivery, by being attentive and responsive to our guest’s requests and creating an exceptional experience.

·             Shows compassion, informs, and sets expectation through the activation of AdventHealth Emergency Department signature experience.

·             Conflict competent, able to de-escalate consumers and families when service does not meet expectations.

·             Responsible for ensuring the needs of consumers are met by providing world-class service while remaining attentive and responsive.

·             Routinely performs Frequent Visits throughout the front and/or back of the Emergency Department to remain connected to our consumers, offering key services (comfort items, transport assistance, etc.) to facilitate a seamless and signature experience.

·             Captures and provides written reports on gaps in service.

·             Expected to operate autonomously to resolve consumer experience issues.

·             Through provided education and training, serve as Subject Matter Expert on ED Journey Tracker technology in support of both consumer and Care Team.

·             Facilitate/complete/delegate digital Service Requests received through ED Journey Tracker technology.

·             Proactively address and/or escalate negative consumer feedback through Service Recovery and Nurse leadership involvement.

·             Escalate any worsening symptoms the patient is experiencing to the Care Team, as well as escalating any patients at risk of Leaving Without Being Seen (LWBS) and/or Against Medical Advice (AMA).

·             Monitor ED Tracker Board in EMR to prioritize patients discharging home to ensure a safe transition out of the facility while supporting the Care Team in reinforcing next steps discussed during the After Visit Summary; escort patients to the exit when appropriate.

·             Interacts with all consumers and team members using the iCARE communication model (Introduce, Connect, Anticipate, Reinforce, Extend).

·             Actively participate in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all, while implementing the principles of AdventHealth.

·             Project an approachable and professional image in personal appearance, manner, and demeanor.

·             Effectively communicates with patients and ancillary departments to ensure efficient flow.

·             Other duties as assigned

Qualifications

KNOWLEDGE AND SKILLS REQUIRED:

·             Proficient in technological device navigation (phone, tablet, etc.)

·             Knowledge and understanding of AdventHealth app offerings and ability to assist consumers with app navigation

·             Skilled in efficient communication and active listening

·             Familiar with healthcare system and processes

·             Highly relational and skilled in customer service techniques

·             High level of emotional and situational intelligence

·             Skilled in organization as demonstrated by the ability to manage multiple tasks/deadlines

·             Ability to develop and maintain positive working relationships with team members and other stakeholders/consumers

·             Knowledge and understanding of HIPAA privacy rules and adroit ability to use discretion when discussing patient related information that is confidential in nature

·             Ability to work in a fast-paced environment

·             Strong problem-solving skills

KNOWLEDGE AND SKILLS PREFERRED:

·             Hospital, Medical Practice or related experience

·             Epic EMR experience

·             Knowledge of medical terminology

·             Bilingual

EDUCATION AND EXPERIENCE REQUIRED:

·             Associate degree in Healthcare, Business, Hospitality, or related field with 2 years of healthcare experience, hospitality, or related field.

EDUCATION AND EXPERIENCE PREFERRED:

·             Bachelor’s degree in Healthcare, Hospitality, or related field

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:

·             None

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

·             Must maintain current BLS certification. If certification is not current at time of hire, employee must obtain a valid card within their first ninety days

·             Medical Assistant certification.

 

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

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