Education and Work Experience:

• High School Education/GED or equivalent: Preferred
• Associate’s/Technical Degree or equivalent combination of education/related experience: Preferred
• Five years' relevant experience: Preferred

Essential Functions:

• Provides ongoing training, support and real time quality monitoring of Care Connection Center associates to improve performance in referral workflow and inbound/outbound interactions.
• Works closely with team members to resolve customer service matters and report, as required, on trends and performance.
• Handles escalated calls, including complaints, from Care Connection Center and escalates for resolution, as needed.
• Answers inbound calls during times of high call volume or upon request of management.
• Collaborates effectively with Care Connection associates. Reviews and provides feedback on Care Connection Center documentation and processes.
• Performs other job-related duties as assigned.

Organizational Requirements:

Adventist Health is committed to the safety and wellbeing of our associates and patients. Therefore, we require that all associates receive all required vaccinations, including, but not limited to, measles, mumps, flu (based on the seasonal availability of the flu vaccine typically during October-March each year), COVID-19 vaccine (required in CA, HI and OR) etc., as a condition of employment, and annually thereafter. Medical and religious exemptions may apply.