SUMMARYWe are currently seeking a Connection Advisor Intermediateto join our Connection Center team. This part-time role (40 hours per pay period) will primarily work remotely (days). The Connection Center is open Monday through Friday, 7:30 AM to 5:30 PM. Shifts will be based on the current business needs and staff seniority. The schedule will be decided following the 6-week training period. The training period will be Monday through Friday 8:00 AM to 5:00 PM schedule and will be held on campus. /Working remotely will start after the training period has been completed. Individuals will need a quiet working environment, high-speed internet, fire alarm, fire extinguisher, and desk space. Hennepin Healthcare will supply computers, monitors, keyboard, mouse, and phone. Employees will need to be within a 100-mile radius of our downtown campus/Purpose of this position: Under general supervision, answers incoming calls and meets caller’s needs by scheduling, canceling, or rescheduling appointments for more complex clinics and services using a call center, electronic health record, and departmental technology. Answers inquiries and questions, troubleshoot basic and more complex issues and provides information as needed.RESPONSIBILITIES
Answers assigned calls for more complex clinics and services; prioritizes, screens, and/or redirects calls as needed. Answers questions, handles routine matters and takes messages.
Schedules, cancels and reschedules appointments for patients following standard work and departmental policies and procedures
Obtains and accurately captures demographic information and patient’s health insurance information provided by the patient or caller
Completes multiple types of patient registrations in a professional, accurate, customer-oriented and timely manner while following departmental policies and procedures
Requests and processes payments for co-pays, pre-pays and outstanding balances
Meets all departmental quality standards
Transfers calls to Telehealth nurses and/or escalates calls to Team Coordinator or Supervisor as needed
Provides overflow call coverage for less complex Clinics and/or Services
Performs other duties as assigned, but only after appropriate training
QUALIFICATIONS/Minimum Qualifications: /
High School Diploma
One year data look-up/data entry experience
Two years’ experience in customer service involving complex analytical problem-solving skills
One year experience in a call center with emphasis in a customer service/medical industry.
6 Months Connection Advisor experience or specialized clinic experience
-OR-
An approved equivalent combination of education and experience
Title: Connection Advisor Intermediate, Remote Location: MN-Minneapolis-Downtown Campus Requisition ID: 241942
