Healthcare Scheduling, Connection Advisor Intermediate, Remote
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.
SUMMARYThe 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 efficientlyâspeaking with patients, scheduling appointments, documenting conversations, and resolving escalationsâall while maintaining professionalism and composure in a dynamic environment.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 5:30 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, the Connection Advisor Intermediate answers incoming calls and meets callerâs needs; confirms all patient demographic information is current and complete, verifies insurance information, schedules, cancels, or reschedules appointments for assigned clinic or services using call center, electronic health record and department technology. Answers inquiries and questions, troubleshoots basic and more complex issues and provides information as needed.RESPONSIBILITIESAnswers 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 proceduresHandles complex scheduling that often requires multiple appointments or with different providers andmodalitiesObtains and accurately captures demographic information and patientâs health insurance information provided by the patient or callerAccurately completes multiple types of patient registrations in a professional, customer-oriented,timely manner while following departmental policies and proceduresAssists with shadowing and mentoring newly onboarded Connection Advisor Associate andConnection Advisor Intermediate team membersRecommends and supports change and process improvement initiatives while working to upholdstandard process workflows and provide feedback as neededCompletes training and continuing education courses to ensure compliance with Federal, State, andHHS guidelines and follows current best practicesCompletes all work assignments within the time allowedRequests and processes payments for co-pays, pre-pays, and outstanding balancesMeets all key performance and call quality standardsTransfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator orSupervisor as neededPerforms other duties as assigned, but only after appropriate training
*!QUALIFICATIONSMinimum Qualifications: High School DiplomaOne year data look-up/data entry experience Two yearsâ experience in customer service involving complex analytical problem-solving skillsOne year experience in a call center with emphasis in a customer service/medical industry6 months of Connection Advisor Associate experience or specialized clinic operational experienceOne year of remote work experience -OR-An approved equivalent combination of education and experiencePreferred Qualifications:One year of post-secondary educationHealthcare Call Center experienceWorking knowledge of Epic cadence and preludePatient registration experienceBilingualKnowledge/Skills/Abilities:Excellent organizational, analytical, critical thinking, and written and verbal communication skillsAbility to work cohesively, effectively, and respectfully with individuals from a variety of economic, social, and culturally diverse backgroundsAbility to work in a team environment as well as independentlyCritical thinking skills and ability to analyze situations quickly and escalate as neededAbility to exceed quality standards, including accuracy in patient registrations, scheduling, data entry, and customer service expectationsTechnical proficiency in basic computer skills and applications like Microsoft Office, Outlook, and softphonesBasic knowledge of medical terminology and health insuranceAbility to work in a fast-paced, highly structured, and continually changing environmentHigh level of attention to detailActive listening skillsAbility to work independently and remotelyAbility to become technically competent and are familiar with HHSâs computerized systems and ability basic troubleshooting that support operations
*!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.
Apply Now
SUMMARYThe 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 efficientlyâspeaking with patients, scheduling appointments, documenting conversations, and resolving escalationsâall while maintaining professionalism and composure in a dynamic environment.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 5:30 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, the Connection Advisor Intermediate answers incoming calls and meets callerâs needs; confirms all patient demographic information is current and complete, verifies insurance information, schedules, cancels, or reschedules appointments for assigned clinic or services using call center, electronic health record and department technology. Answers inquiries and questions, troubleshoots basic and more complex issues and provides information as needed.RESPONSIBILITIESAnswers 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 proceduresHandles complex scheduling that often requires multiple appointments or with different providers andmodalitiesObtains and accurately captures demographic information and patientâs health insurance information provided by the patient or callerAccurately completes multiple types of patient registrations in a professional, customer-oriented,timely manner while following departmental policies and proceduresAssists with shadowing and mentoring newly onboarded Connection Advisor Associate andConnection Advisor Intermediate team membersRecommends and supports change and process improvement initiatives while working to upholdstandard process workflows and provide feedback as neededCompletes training and continuing education courses to ensure compliance with Federal, State, andHHS guidelines and follows current best practicesCompletes all work assignments within the time allowedRequests and processes payments for co-pays, pre-pays, and outstanding balancesMeets all key performance and call quality standardsTransfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator orSupervisor as neededPerforms other duties as assigned, but only after appropriate training
*!QUALIFICATIONSMinimum Qualifications: High School DiplomaOne year data look-up/data entry experience Two yearsâ experience in customer service involving complex analytical problem-solving skillsOne year experience in a call center with emphasis in a customer service/medical industry6 months of Connection Advisor Associate experience or specialized clinic operational experienceOne year of remote work experience -OR-An approved equivalent combination of education and experiencePreferred Qualifications:One year of post-secondary educationHealthcare Call Center experienceWorking knowledge of Epic cadence and preludePatient registration experienceBilingualKnowledge/Skills/Abilities:Excellent organizational, analytical, critical thinking, and written and verbal communication skillsAbility to work cohesively, effectively, and respectfully with individuals from a variety of economic, social, and culturally diverse backgroundsAbility to work in a team environment as well as independentlyCritical thinking skills and ability to analyze situations quickly and escalate as neededAbility to exceed quality standards, including accuracy in patient registrations, scheduling, data entry, and customer service expectationsTechnical proficiency in basic computer skills and applications like Microsoft Office, Outlook, and softphonesBasic knowledge of medical terminology and health insuranceAbility to work in a fast-paced, highly structured, and continually changing environmentHigh level of attention to detailActive listening skillsAbility to work independently and remotelyAbility to become technically competent and are familiar with HHSâs computerized systems and ability basic troubleshooting that support operations
*!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.
Apply Now