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

Connection Advisor Associate (Call Center/Healthcare Scheduler)

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.

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. We are currently seeking a Connection Advisor Associate, Spanish to join our Connection Center team. This Full-Time role (80 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 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. Working remotely will start after the training period has been completed. 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. Employees will need to be within 100-mile radius of our downtown campus.

Under general supervision, the Connection Advisor Associate serves as the first point of contact for incoming calls to the Connection Center. This role is responsible for meeting caller needs by confirming and updating patient demographic and insurance information, scheduling or modifying appointments, and documenting interactions using call center and electronic health record systems. The associate also responds to inquiries, troubleshoots basic issues, and provides accurate information while maintaining professionalism and composure in a fast-paced, high-volume environment.

Responsibilities include answering assigned calls; prioritizing, screening, and/or redirecting calls as needed. Answering questions, handling routine matters, and taking messages. Scheduling, canceling, and rescheduling appointments for patients/callers following standard work and departmental policies and procedures. Obtaining and accurately capturing demographic and emergency contact information and patient's health insurance information provided by the patient or caller. Accurately completing multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and procedures. Assisting with shadowing and mentoring newly onboarded Connection Advisor Associate team members. Recommending and supporting change and process improvement initiatives while working to uphold standard process workflows and provide feedback as needed. Completing training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and following current best practices. Completing all work assignments within the time allowed. Requesting and processing payments for co-pays, pre-pays, and outstanding balances. Meeting all key performance and call quality standards. Transferring calls to Hennepin Healthcare Nurse Line and/or escalating calls to Team Coordinator or Supervisor as needed. Performing other duties as assigned, but only after appropriate training.

Minimum qualifications include a 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's experience in a call center with an emphasis in customer service/medical industry, and one year of remote work experience. Bilingual Spanish is preferred.

Knowledge/skills/abilities include excellent organizational, analytical, critical thinking, and written and verbal communication skills. Ability to work cohesively, effectively, and respectfully with individuals from a variety of economic, social, and culturally diverse backgrounds. Ability to work in a team environment as well as independently. Ability to exceed quality standards, including accuracy in patient registrations, scheduling, data entry, and customer service expectations. Technical proficiency in basic computer skills and applications like Microsoft Office, Outlook, and softphones. Basic knowledge of medical terminology and health insurance. Ability to work in a fast-paced, highly structured, and continually changing environment. High level of attention to detail. Active listening skills. Ability to work independently and remotely. Ability to become technically competent and are familiar with HHS's computerized systems and ability basic troubleshooting that support operations.