Job Description
Healthcare Scheduling, Connection Advisor Intermediate, Remote (250531)
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.
SUMMARY
We are currently seeking a Connection Advisor Intermediate 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.
Purpose of this position: Under general supervision, answers incoming calls and meets caller’s needs by scheduling, canceling, or rescheduling appointments for more complex clinics and services using a call center, electronic health record, and departmental technology. Answers inquiries and questions, troubleshoot basic and more complex issues and provides information as needed.
A $500 hiring incentive is available for eligible external candidates (current employees, contract/temporary workers, and former employees returning to HHS within one year are ineligible).
RESPONSIBILITIES
- Answers assigned calls for more complex clinics and services; prioritizes, screens, and/or redirects calls as needed. Answers questions, handles routine matters and takes messages.
- Schedules, cancels and reschedules appointments for patients following standard work and departmental policies and procedures
- Obtains and accurately captures demographic information and patient’s health insurance information provided by the patient or caller
- Completes multiple types of patient registrations in a professional, accurate, customer-oriented and timely manner while following departmental policies and procedures
- Requests and processes payments for co-pays, pre-pays and outstanding balances
- Meets all departmental quality standards
- Transfers calls to Telehealth nurses and/or escalates calls to Team Coordinator or Supervisor as needed
- Provides overflow call coverage for less complex Clinics and/or Services
- Performs other duties as assigned, but only after appropriate training
QUALIFICATIONS
Minimum Qualifications:
- 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 experience in a call center with emphasis in a customer service/medical industry.
- 6 Months Connection Advisor experience or specialized clinic experience
-OR-
- An approved equivalent combination of education and experience
You've made the right choice in considering Hennepin Healthcare for your employment. We offer a wealth of opportunities for individuals who want to make an impact in our patients' lives. We are dedicated to providing Equal Employment Opportunities to both current and prospective employees. We are driven to connect talented individuals with life-changing career opportunities, enabling you to provide exceptional care without exception. Thank you for considering Hennepin Healthcare as a future employer.
Please Note: Offers of employment from Hennepin Healthcare are conditional and contingent upon successful clearance of all background checks and pre-employment requirements.
Department: Connection Center
Primary Location: MN-Minneapolis-Downtown Campus
Standard Hours/FTE Status: FTE = 1.00 (80 hours per pay period)
Shift Detail: Day, Evening
Job Level: Staff
Employee Status: Regular
Eligible for Benefits: Yes
Union/Non Union: Union
Min: 20.70
Max: 27.49
