Connection Advisor Outreach (Call Center/Healthcare Scheduler), Remote

Connection Advisor Outreach

The Connection Center is a fast-paced, high-volume inbound call center where our schedulers play a critical role in delivering exceptional service. Team members are expected to multitask efficientlyspeaking with patients, scheduling appointments, documenting conversations, and resolving escalationsall while maintaining professionalism and composure in a dynamic environment. The Connection Center is open Monday through Friday, 7:30 AM to 5:00 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.

Purpose of this position: Under general supervision, the Connection Advisor Outreach answers incoming calls and meets caller's needs, confirms all patient demographic information is current and complete, verifies insurance information, schedules, cancels, or reschedules appointments for clinics or services using call center, electronic health record and departmental technology. Provides Outreach Services for assigned departments and programs, including but not limited to Centralized Referrals, Active Request Orders, Care Everywhere, and Discharge Appointments. Answers inquiries and questions, troubleshoots complex issues, and provides information. Promote patient and Provider satisfaction and advance the continuum of care.

Responsibilities:

• Answers assigned calls; prioritizes, screens, and/or redirects calls as needed.
• Answers questions, handles routine matters, and takes messages.
• Schedules, cancels, and reschedules appointments for patients/callers following standard work and departmental policies and procedures.
• Handles complex scheduling that often requires multiple appointments or with different providers and modalities.
• Obtains and accurately captures demographic and emergency contact information and patient's health insurance information provided by the patient or caller.
• Accurately completes multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and procedures.
• Assists with shadowing and mentoring newly onboarded Connection Advisor Associate, and Connection Advisor Intermediate and Senior team members.
• Recommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as needed.
• Completes training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and follows current best practices.
• Completes all work assignments within the time allowed.
• Requests and processes payments for co-pays, pre-pays, and outstanding balances.
• Meets all key performance and call quality standards.
• Transfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or Supervisor as needed.
• Performs other duties as assigned, but only after appropriate training.

The Connection Advisor Outreach performs the same duties as the Connection Advisor Intermediate and Senior but is distinguished due to these additional functions:

• Supports all scheduling teams in the Connection Center by accepting overflow calls to ensure service level agreements are met.
• Makes outreach calls to coordinate higher levels of care appointments for internal and outgoing referrals. Includes work queue management, coordination of multi-level services, providers, procedures, and care rooms to meet the needs of the care plan.
• Assists inpatient care units with hospital discharge and referral scheduling.
• Partners with Clinics and Service departments to meet the clinical scheduling needs of the referral or order.
• Uses Epic or Outlook communication tools for timely status updates to patients, Providers, and referring facilities.
• Enters and creates a new patient record for incoming referral services to HHS accurately and efficiently. Prepares documents for transfer to the patient record using Epic scanning tools.
• Works in EPIC work queues following standard work and departmental policies and procedures.
• Handles Care Everywhere incoming messages regarding outside patient care, messages, or referrals.
• Processes incoming automated referral messages through the Mitel ACD system.