Healthcare Scheduling, Connection Advisor Intermediate, Remote

• 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

• 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

• An approved equivalent combination of education and experience

• One year of post-secondary education
• Healthcare Call Center experience
• Working knowledge of Epic cadence and prelude
• Patient registration experience

• 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 HHS’s computerized systems and ability basic troubleshooting that support operations

Hennepin Healthcare