Connection Advisor Intermediate (Call Center/Healthcare Scheduler), Remote

Hennepin Healthcare•Minneapolis, MN

2d•Remote

About The Position

The Connection Center is a fast-paced, high-volume inbound call center where our schedulers play a critical role in delivering exceptional service. Team members are expected to multitask efficiently—speaking with patients, scheduling appointments, documenting conversations, and resolving escalations—all while maintaining professionalism and composure in a dynamic environment. 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. 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. Under general supervision, the Connection Advisor Intermediate answers incoming calls and meets caller’s 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.

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
An approved equivalent combination of education and 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

Nice To Haves

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

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