Healthcare Scheduling, Connection Advisor Intermediate, Remote, Bilingual Spanish
Job title: Healthcare Scheduling, Connection Advisor Intermediate, Remote, Bilingual Spanish in Minneapolis, MN at Hennepin Healthcare
Company: Hennepin Healthcare
Job description: SUMMARYWe are currently seeking a Connection Advisor Intermediate, Bilingual 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.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.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
Handles complex scheduling that often requires multiple appointments or with different providers and
modalities * Obtains and accurately captures demographic information and patientâs health insurance information provided by the patient or caller
Accurately completes multiple types of patient registrations in a professional, customer-oriented,
timely manner while following departmental policies and procedures * Assists with shadowing and mentoring newly onboarded Connection Advisor Associate andConnection Advisor Intermediate team members * Recommends and supports change and process improvement initiatives while working to upholdstandard process workflows and provide feedback as needed * Completes training and continuing education courses to ensure compliance with Federal, State, andHHS guidelines and follows current best practices * Completes all work assignments within the time allowed
Requests and processes payments for co-pays, pre-pays, and outstanding balances
Meets all key performance and call quality standards
Transfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or
Supervisor as needed * Performs other duties as assigned, but only after appropriate trainingQualificationsQUALIFICATIONSMinimum Qualifications:
High School Diploma
One year data look-up/data entry experience
Two yearsâ 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 of Connection Advisor Associate experience or specialized clinic operational experience
One year of remote work experience
Bilingual Spanish
-OR-
An approved equivalent combination of education and experience
Preferred Qualifications:
One year of post-secondary education
Healthcare Call Center experience
Working knowledge of Epic cadence and prelude
Patient registration experience
Knowledge/Skills/Abilities:
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
Critical thinking skills and ability to analyze situations quickly and escalate as needed
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 HHSâs computerized systems and ability basic troubleshooting that support operations
Expected salary:
Location: Minneapolis, MN
Apply for the job now!
Apply Now
Company: Hennepin Healthcare
Job description: SUMMARYWe are currently seeking a Connection Advisor Intermediate, Bilingual 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.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.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
Handles complex scheduling that often requires multiple appointments or with different providers and
modalities * Obtains and accurately captures demographic information and patientâs health insurance information provided by the patient or caller
Accurately completes multiple types of patient registrations in a professional, customer-oriented,
timely manner while following departmental policies and procedures * Assists with shadowing and mentoring newly onboarded Connection Advisor Associate andConnection Advisor Intermediate team members * Recommends and supports change and process improvement initiatives while working to upholdstandard process workflows and provide feedback as needed * Completes training and continuing education courses to ensure compliance with Federal, State, andHHS guidelines and follows current best practices * Completes all work assignments within the time allowed
Requests and processes payments for co-pays, pre-pays, and outstanding balances
Meets all key performance and call quality standards
Transfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or
Supervisor as needed * Performs other duties as assigned, but only after appropriate trainingQualificationsQUALIFICATIONSMinimum Qualifications:
High School Diploma
One year data look-up/data entry experience
Two yearsâ 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 of Connection Advisor Associate experience or specialized clinic operational experience
One year of remote work experience
Bilingual Spanish
-OR-
An approved equivalent combination of education and experience
Preferred Qualifications:
One year of post-secondary education
Healthcare Call Center experience
Working knowledge of Epic cadence and prelude
Patient registration experience
Knowledge/Skills/Abilities:
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
Critical thinking skills and ability to analyze situations quickly and escalate as needed
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 HHSâs computerized systems and ability basic troubleshooting that support operations
Expected salary:
Location: Minneapolis, MN
Apply for the job now!
Apply Now