Connection Advisor Outreach, 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.

SUMMARY

Hennepin Healthcare has a current opening for a Connection Advisor Outreach opening in our Connection Center department. This full-time role will primarily work remotely (days/evenings). The schedule for this position will be 40 hours a week between the hours of 7:30 AM - 5:30 PM Monday - Friday. The schedule will be decided following the 6-week training period. The training period will be a Monday through Friday 8:00 AM to 5:00 PM schedule and will be held on campus.

Purpose of this position: Under general Supervision, provides Outreach Services for assigned departments and programs including, but not limited to: Centralized Referrals and Discharge Appointments. Uses call center, electronic health record and departmental technology to meet the needs of the patients/customers. Answers inquiries and questions, trouble shoots complex issues and provides information. Promotes patient and provider satisfaction and advance the continuum of care.

Working remotely will start after the training period has been completed. Individuals will need a quiet working environment, high speed internet, fire alarm, fire extinguisher, and desk space. Hennepin Healthcare will supply computer, monitors, keyboard, mouse, and phone. Employees will need to be within a 100-mile radius of our downtown campus.

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

• Makes outreach calls to coordinate appointments
• Responds to calls including patients, physicians, physicians’ office staff, and peers. Prioritizes the urgency of the caller’s needs and takes the appropriate action
• Works in Epic Work queues following standard work and departmental policies and procedures
• Partners with Clinics and Services to meet the clinical scheduling needs of the referral
• Schedules, cancels and reschedules appointments for patients/callers 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 following departmental policies and procedures
• Requests and processes payments for co-pays, pre-pays and outstanding balances
• Meets all departmental quality standards
• Coordinates with Telehealth nurses or Clinical Staff as needed to meet the needs of the patient
• Escalates calls to Team Coordinator or Supervisor as needed
• Performs other duties as assigned, but only after appropriate training

QUALIFICATIONS

Minimum Qualifications:

• High School Diploma
• Two years data look-up/data entry experience
• Two years’ experience in customer service involving complex analytical problem-solving skills
• Two years’ experience in a call center with emphasis in a customer service/medical industry or experience in a specialized clinic

-OR-

• An approved equivalent combination of education and experience

Preferred Qualifications:

• Bilingual Spanish/English
• Two years of post-secondary education.
• Healthcare Call Center experience
• Clinical Referrals experience
• 6 Months experience in Connection Advisor – Senior Position

Knowledge/ Skills/ Abilities:

• Excellent customer service
• Demonstrated phone system proficiency
• Knowledge of medical terminology and medical scheduling.
• Knowledge of medical insurance theory.
• Ability to organize work under pressure
• Demonstrated ability to complete accurate data entry
• Demonstrated attention to detail
• Basic knowledge of medical terminology
• Basic knowledge of medical insurance theory
• Ability to work in a fast-paced, continually changing environment
• Time management and sound decision-making skills
• Strong written and oral communication skills
• Active listening
• Demonstrated ability to respond appropriately to shifting priorities
• Demonstrated ability to prioritize work assignments

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.

• We offer a competitive pay rate based on your skills, licensure/certifications, education, experience related to this position, and internal equity.
• We provide an extensive benefits program that includes Medical; Dental; Vision; Life, Short and Long-term Term Disability Insurance; Retirement Funds; Paid Time Off; Tuition reimbursement; and license and Certification reimbursement (Available ONLY for benefit eligible positions).
• For a complete list of our benefits, please visit our career site on why you should work for us.