Contact Center Preceptor

Customer Experience Call Center Preceptor

Allina Health is a not-for-profit health system that cares for individuals, families and communities throughout Minnesota and western Wisconsin. If you value putting patients first, consider a career at Allina Health. Our mission is to provide exceptional care as we prevent illness, restore health and provide comfort to all who entrust us with their care. This includes you and your loved ones. We are committed to providing whole person care, investing in your well-being, and enriching your career.

This specialized precepting role partners closely with new employees to provide individualized training and development beyond the classroom setting. The position supports personalized learning, job shadowing, and hands-on coaching to help new hires gradually build confidence and assume day-to-day responsibilities.

When not actively precepting, this role supports inbound clinic scheduling calls and other calls as business needs determine. Through ongoing mentorship and practical support, the preceptor helps ensure a successful onboarding experience and promotes employee growth and development.

Full-time (40 hours/week) and full benefits

Onboarding: First 8 weeks 8:00 AM- 4:30 PM Mon-Fri. This includes instructor led classes, colleague shadowing and taking calls.

Customer Experience Center is open 24/7/365

Coverage at the Allina Commons and the Customer Experience Center in Coon Rapids

Typical schedule is Monday-Friday from 8:00am-4:30pm

Weekends may be a part of schedule

Candidates must be flexible to meet business needs

Public transportation options are available for both locations

Learn a little more about what makes our customer experience centers unique:Meet our Care Team members:

An ideal candidate would possess:

Background in training and/or education; or an aptitude to train and work with new employees

Ability to work efficiently in a fast-paced, demanding environment with high call volume.

Detail oriented individual with strong relationship building skills, excellent verbal communication, good listening, and strong telephone etiquette

Ability to effectively incorporate use of technology

Problem solving skills as related to appointment scheduling

Ability to maintain confidentiality of patient and practice information

Consistent attendance and punctuality

Job Description:

Performs basic and advanced scheduling and phone support with an emphasis on customer service to enhance the customer experience. Assists patient, clinical professionals and the general public with access to health care services. Principle Responsibilities

Provides patient access to systemwide services.

Identifies need of customer by using active listening skills.

Assists patient, clinical professionals and the general public with access to healthcare services.

Performs basic and advanced scheduling and phone support with an emphasis on customer service to enhance the customer experience.

May assist in discharge scheduling, specialty scheduling, managing work queues(referral, patient, insurance, orders) patient account support and precepting of co-workers.

May assist customers with systemwide navigation.

May provide systemwide paging services.

Ensures data collection entries are accurate and complete.

System-wide registration processes are consistently followed to ensure accuracy.

May include data needed to page critical events.

May include creating telephone and triage encounters.

Utilizes various computer systems to perform scheduling and registration process including an electronic medical record.

May utilizing digital platform tools.

May operate a multi-phone system.

Other duties as assigned.

Required Qualifications

Must be 16 years of age with education and/or experience needed to meet required principle competencies as listed on the job description

Experience within the Allina Health Customer Experience Center, appointment scheduling, and/or health care setting

Role related Epic Experience

Preferred Qualifications

High School/GED, Vocational, or Associates Degree

Physical Demands

Sedentary:

Lifting weight up to 10 lbs. occasionally, negligible weight frequently

Pay Range

Pay Range: $22.04 to $30.01 per hourThe pay described reflects the base hiring pay range. Your starting rate would depend on a variety of factors including, but not limited to, your experience, education, and the union agreement (if applicable). Shift, weekend and/or other differentials may be available to increase your pay rate for certain shifts or work.

Allina Health is committed to adhering with all applicable local, state and federal minimum wage requirements.

Benefit Summary

Allina Health believes the best way to provide safe and compassionate care for our patients is by nurturing the passion of those who care for them. That's why we devote extraordinary resources to help you grow and thrive not only as a professional but also as a whole person. When you join our team, you have access to a wealth of valuable employee benefits that support the total well-being mind, body, spirit and community of you and your family members.

Allina Health is all in on your well-being. Because well-being means something different to everyone, our award-winning program provides you with the resources you need to help you navigate your personal journey. This includes well-being dollars, dedicated well-being navigators, and many programs, activities, articles, videos, personal coaching and tools to support you on your journey.

We are focused on creating an inclusive workplace so everyone can see themselves as part of our care team. Our care teams are as diverse as the communities we serve and proud to be contributing to the mission of a leading health care organization. Our pioneering approach to well-being helps every member of our care team feel a deep sense of connection and joy in their work.

Benefits include:

Medical/Dental

PTO/Time Away

Retirement Savings Plans

Life Insurance

Short-term/Long-term Disability

Voluntary Benefits (vision, legal, critical illness)

Tuition Reimbursement or Continuing Medical Education as applicable

Student Loan Support Benefits to navigate the Federal Public Service Loan Forgiveness Program

Allina Health is a 501(c)(3) eligible employer

*Benefit eligibility/offerings are determined by FTE and if you are represented by a union.