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. Its 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 Fulltime 8:00am-5:00pm
Job Location : Remote with occasional in-person meetings required in Altamonte Springs, Fl
The role you will contribute:
The Care Advocacy Leader facilitates the efficient and effective delivery of service to patients who are part of the Care Advocacy service. They ensure seamless operations by supporting and guiding Care Advocates in delivering exceptional customer service to patients. They build relationships with participating healthcare provider practices to ensure understanding of the program and resolve outstanding issues. Lastly, they ensure outstanding customer service is delivered across the team and accepts responsibility in maintaining relationships that are equally respectful to all.
The value you will bring to the team:
- Demonstrates, through behavior, AdventHealth Orlandos service standards.
- Using Agile principles, manage day to day operations of Care Advocates, including helping to resolve roadblocks, answering questions, and managing demand / team schedule; ensuring established service level agreements are met and promoting maximum productivity
- Inform leadership of Care Advocate team operational status, raising issues as required
- Coordinate and conduct regular team meetings to review operational issues, outstanding questions, the upcoming schedule and more
- Conduct one on one meetings with Care Advocates to discuss performance and provide coaching/mentorship
- Identify talent development opportunities and create customized learning paths to address individual development requirements
- Plan and conduct trainings to upskill team members
- Recruit, interview, and onboard new team members as required
- Develop and document processes within the Care Advocacy service, focusing on maximizing efficiency through automation
- 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 ultimate goal of building a strong reputation and value proposition for Care Advocacy within AdventHealth
- Contribute to product development by translating business requirements to Product Owner and technical team
The expertise and experiences you'll need to succeed:
- Bachelor's in Business Management or Healthcare Management
- 4 years of leadership experience
- 6 years related experience
- Service oriented mindset, with strong customer service skills
- Strong problem-solving skills, with ability to handle complex scenarios
- Ability to build rapport and communicate effectively in a supportive manner
- Strong people management skills, with ability to coach and provide support to team members
- Ability to manage multiple projects by being flexible and adaptable to change
- Ability to drive change at professional and cultural level
- Self-motivated and flexible, with the ability to work both independently and in a group setting
- Strong verbal and written communication skills
- Strong program/product management skills, with ability to plan and execute within defined timeline and budget
- Strong understanding of Agile methodologies (e.g., Scrum, Kanban, Lean, SAFe) and DevOps
- Ability to act as liaison between business and technical teams
- Ability to drive innovation by actively scanning for disruptive technologies and pursuing partnerships to bolster teams innovation capability
- Strong computer skills and experience with MS Office suite
- Strong understanding of digital health landscape including both mobile and web applications
- Strong analytical skills
- Strong organizational skills and ability to effectively prioritize competing tasks
- Ability to recognize and safeguard confidential information, maintain HIPAA guidelines, and provide superior discretion as it relates to high profile consumers or members
- Knowledge of the roles of the interdisciplinary staff and service personnel
- Ability to assist in creating processes and documenting standard operating procedures
- Understanding and experience with automation (process, visualization) and analytics
- Strong understanding of patients Healthcare journey and related pain points
Preferred Qualifications:
- Master's Preferred
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: 25029961
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.
