Healthcare Scheduling, Connection Advisor Senior, (Remote), Bilingual Spanish/English

SUMMARY: We are currently seeking a Connection Advisor Senior, Bilingual Spanish/English to join our team. 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 Monday through Friday, 8:00 AM to 5:00 PM, and will be held on campus. Working remotely will start after the training period has been completed. Individuals will need a quiet working environment, high-speed internet, a 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 from patients/callers in assigned clinics, services, and programs. Is responsible to cancel, schedule, or reschedule appointments using call center, electronic health record, and departmental technology. Answers inquiries and questions, troubleshoots issues, and provides information as well as provides assigned services to make assigned programs successful. 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 The Connection Advisor - Senior performs the same duties as the Connection Advisor – Intermediate, but is distinguished due to these additional functions: - Provides MyChart support - Interacts with Patients/Customers using a variety of technologies - Assists Telehealth Nurses with coordinating care - Answers all “high priority” phone lines including all professional calls (internal and external) from MD’s, Pharmacists, Nursing Homes, etc. - May make outbound calls to support assigned programs - Provides support for assigned programs/projects - Provides Concierge Services for assigned programs

Qualifications:

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 - 6 Months experience in the Connection Advisor – Intermediate position - Bilingual in Spanish -OR- - An approved equivalent combination of education and experience Preferred Qualifications: - Two years post-secondary education - Concierge Program experience Knowledge/ Skills/ Abilities: - Excellent customer service - Demonstrated phone system proficiency - 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