Supervisor Care Advocate-Remote

AdventHealth

All the benefits and perks you need for you and your family:

• Benefits from Day One

• Career Development

• Whole Person Wellbeing Resources

• Mental Health Resources and Support

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.

Shift : Monday-Friday

Job Location : Remote

The role you’ll contribute:

Care Advocacy is a digital service that focuses on aiding patients in their healthcare journey. The Care Advocate Supervisor role specifically requires a dynamic and versatile individual with exceptional critical thinking abilities, strong written communication skills, and experience in team leadership and patient care and/or customer service.

The Care Advocate Supervisor is responsible for a team of direct reports, providing guidance, support, and mentorship to ensure the delivery of high-quality patient care services and service standardization. They must be able to foster strong relationships with team members and patients, promoting a positive and collaborative work environment.

Care Advocate Supervisors are responsible for leading efforts in addressing multiple patients' needs daily, both efficiently and effectively, ensuring the highest level of satisfaction and outcomes. This requires the Care Advocate Supervisor to work closely with other departments within AdventHealth to coordinate care.

The Care Advocate Supervisor must be able to demonstrate flexibility in adapting to changing responsibilities and priorities and assist with all needs across the team for the continual improvement of the service and patient experience.

The value you’ll bring to the team:

• Acts as a vital connector and communicator between the consumer and AdventHealth primarily through digital communication

• Empathetically and effectively manages patient comments, concerns, and requests while ensuring a positive consumer experience with the goal of building authentic relationships

• Leverage change management tools to support adoption of new processes and other changes within the Care Advocacy service, promoting a positive and supportive culture

• Build and maintain relationships with healthcare provider practices and leaders within other parts of the organization, with the goal of building a strong reputation and value proposition for Care Advocacy within AdventHealth

• Review of Care Advocate work including real time monitoring of CA/patient communication to ensure Care Advocacy standards and workflows are being followed and coverage is seamless

• Ensures complete resolution to consumer escalations promptly while keeping the Care Advocate informed along the way. Care Advocate Supervisor owns service recovery when needed and ensures the consumer and Care Advocate team is kept in the loop and made aware of resolution

• Ability to manage stressful situations independently and identify the correct course of action, keeping the consumer at the forefront of all decision making

• Manages processes across AdventHealth connecting 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

• Ability to effectively manage a team of 12-16 direct reports

• Conduct one on one meetings biweekly with Care Advocates to discuss performance and provide coaching/mentorship

• Identify talent development opportunities and create customized learning paths to address individual development requirements.

• Ownership of downline time and attendance including coverage, timesheets, documentation, and follow-up coaching/corrective action.

• Ownership of the continual review of Care Advocate and Supervisor workflows, identifying areas of opportunity, efficiency, and improvement

The above statements reflect the general duties and responsibilities necessary to describe the principal functions of the job, as identified, and shall not be considered an exhaustive list of job responsibilities which may be inherent in the job. Responsibilities are subject to change.

Qualifications

The expertise and experiences you’ll need to succeed:

KNOWLEDGE AND SKILLS REQUIRED:

• 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

• Ability to work cross-functionally

• Strong problem solving and critical thinking skills

• Results oriented, guided by creativity and the needs of the customer

• High degree of self-awareness

• Driven by passionate desire to enhance and improve patient outcomes

• Computer skills in Microsoft Office (Outlook, Word, Excel) Spanish speaking

• Customer service experience within a digital environment

• Basic knowledge of navigation in a patient electronic medical record i.e. Athenanet, EPIC, Salesforce

• 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

EDUCATION AND EXPERIENCE REQUIRED:

• Five years of experience in a healthcare environment and/or three years of experience in customer service or related experience

• At least 1 year of experience in managing people

• Previous experience with assessing and measuring service quality, with ability to implement changes as required to improve service experience

• Associate degree in healthcare, business, management, or related field Bachelor’s Degree in healthcare, business, management, or related field

EDUCATION AND EXPERIENCE PREFERRED:

• Bachelor’s Degree in healthcare, business, management, or related field

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.

Category: Patient Experience

Organization: AdventHealth Corporate

Schedule: Full-time

Shift: 1 - Day

Req ID: 24011995

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.