Team Coordinator

Team Coordinator

Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, as well as a clinic system with primary care clinics located in Minneapolis and across Hennepin County. The comprehensive healthcare system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of clinics in the North Loop, Whittier, and East Lake Street neighborhoods of Minneapolis, and in the suburban communities of Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. Hennepin Healthcare has a large psychiatric program, home care, and operates a research institute, philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary corporation of Hennepin County. Equal Employment Opportunities: We believe equity is essential for optimal health outcomes and are committed to achieve optimal health for all by actively eliminating barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and working in an environment that celebrates, promotes, and protects diversity, equity, inclusion, and belonging. We are committed to bringing in individuals with new cultural perspectives to assist in creating a more equitable healthcare organization.

JOB DETAILS

Department: Connection Center

FTE: 1.00 (80 hours per pay period) Workdays: Monday - Friday Shift(s): Days Shift Length: 8 hours Location: Remote * Applicants will need to be within a 100-mile radius of our downtown campus. Other: Bilingual Spanish 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 4-week training period. The training period will be scheduled on Monday through Friday, 8:00 AM to 5:00 PM, and will be held on campus for only 1 week. Individuals will need a quiet working environment, high-speed internet, fire alarm, and desk space. Hennepin Healthcare will supply computers, monitors, keyboard, mouse, and phone.

Purpose of this position: To oversee, monitor, mentor, coach, and assist employees in the assigned department with daily operational issues in a manner that meets or exceeds expectations for courtesy, sense of urgency, and understanding of issues and accuracy of response.

RESPONSIBILITIES

• Supports employees in their daily activities
• Assists and/or supports management with coaching, training, and onboarding of assigned department employees
• Monitors and performs quality assurance audits to gauge competency of employees in the area of assigned discipline
• Monitors operational demand to ensure service level agreements are met
• Assists management with monitoring schedule adherence and productivity expectations
• Assumes a key team player role with other HHS teams, exchanging information, receiving, and delegating tasks as appropriate to the team to meet goals
• Accepts escalated Supervisor/Manager inquiries from patients, physicians, and clinic staff and resolves the problem
• Responds to requests for information and support services from other HHS departments as requested
• Participates in building/maintaining relationship with all HHS departments and HHS department leadership
• Participates fully in department quality and improvement initiatives
• Maintains flexibility in work schedules to meet business needs including overtime
• Reviews and investigates potential errors to determine if the error was caused by a workflow, a system/technology, or by an employee. Provides necessary coaching and or recommendations on enhancing workflows, resources, or leveraging technology within Epic or a specific department application(s)
• Actively works with our EHR team as a department SME. Testing, training, and communication for Epic upgrades
• Other duties as assigned

QUALIFICATIONS

Minimum Qualifications: Three years data look-up/data entry experience Three years' experience in customer service involving complex analytical problem-solving skills Three years' experience in a healthcare setting with emphasis in a customer service/medical industry Bilingual, Spanish -OR- An approved equivalent combination of education and experience Knowledge/ Skills/ Abilities: Experience in a team lead role highly preferred Healthcare operations experience highly preferred Knowledge of basic medical insurance theory highly preferred Basic knowledge of medical terminology Ability to organize work under pressure Ability to type 45 w.p.m. or greater Time management and sound decision-making skills Ability to work in a fast-paced, continually changing environment Knowledge of all software and hardware computerized equipment used by HHS departments Superior written and communicative skills Excellent data mining and data reporting skills