Customer Experience Representative

Customer Experience Representative

Location: 2925 Chicago Ave Loading Dock Minneapolis, MN 55407-1321

Shift: Day/Evening (United States of America)

Shift Length: 8 hour shift

Hours Per Week: 40

Union Contract: Non-Union-NCT

Weekend Rotation: Occasional

Job Summary: The Customer Experience Representative is an intermediate-level role on our career path that offers the opportunity to advance your healthcare career within the Customer Experience Center while building expertise across a variety of specialty care service lines. As a key connection point, you'll deliver seamless scheduling experiences with precision, professionalism, and personalized, exceptional service, helping connect individuals to the right care at the right time in every interaction.

Specialty Service Areas Include:

• Orthopedics
• Women's Health
• Mental Health and Addiction
• Rehab Medicine
• Spine & Pain
• Home Community Services

All specialty service areas include a focus on advanced referral scheduling

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: $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.

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