Connection Advisor Intermediate, Call Center, Healthcare Scheduler
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Job Description
Connection Advisor Intermediate managing healthcare scheduling calls within Hennepin Healthcare's remote call center. Handling appointments, patient information, and inquiries effectively and efficiently.
Responsibilities:
- Answers assigned calls; prioritizes, screens, and/or redirects calls as needed.
- Answers questions, handles routine matters, and takes messages
- Schedules, cancels, and reschedules appointments for patients/callers 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 and emergency contact information and patient’s 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 and Connection Advisor Intermediate team members
- Recommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as needed
- Completes training and continuing education courses to ensure compliance with Federal, State, and HHS 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 training
Requirements:
- 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 of Connection Advisor Associate experience or specialized clinic operational experience
- One year of remote work experience -OR- An approved equivalent combination of education and experience
Benefits:
- Medical
- Dental
- Vision
- Life Insurance
- Short and Long-term Disability Insurance
- Retirement Funds
- Paid Time Off
- Tuition reimbursement
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