Customer Experience Representative Associate

Allina Health System•Coon Rapids, MN

19h•Onsite

About The Position

Allina Health is a not-for-profit health system that cares for individuals, families and communities throughout Minnesota and western Wisconsin. Our mission is to provide exceptional care as we prevent illness, restore health and provide comfort to all who entrust us with their care. We are committed to providing whole person care, investing in your well-being, and enriching your career. This role is within the Customer Experience Call Center, which supports all of Allina Health and works directly with patients and family members to help them navigate care. The position involves performing basic scheduling and phone support with an emphasis on customer service to enhance the consumer experience, assisting patients, clinical professionals, and the general public with access to healthcare services. The role is full-time (40 hours/week) with full benefits. Onboarding includes 8 weeks of instructor-led classes, colleague shadowing, and taking calls, Monday-Friday from 8:00 AM-4:30 PM. After training, shifts will be assigned, with current start times from 7:00 AM to 11:30 AM and end times from 3:30 PM to 8:00 PM. Candidates must be flexible to meet business needs, and weekends may be part of the schedule. The Customer Experience Center operates 24/7/365. Two locations are available: Allina Commons in Minneapolis and the Customer Experience Center in Coon Rapids, MN, both with public transportation options.

Requirements

Must be 16 years of age with education and/or experience needed to meet required functional competencies as listed on the job description
Ability to work efficiently in a fast paced, demanding environment with high call volume.
Detail oriented individual with strong relationship building skills, excellent verbal communication, good listening, and strong telephone etiquette
Ability to effectively incorporate use of technology
Problem solving skills as related to appointment scheduling
Ability to maintain confidentiality of patient and practice information
Consistent attendance and punctuality

Nice To Haves

Associate's or Vocational degree
Experience in a health care setting
Experience with Healthcare Scheduling
Experience with Customer Service

Responsibilities

Provides patient access to systemwide services.
Identifies need of customer by using active listen skills.
Assists patient, clinical professionals and the general public with access to health care services.
Performs scheduling and phone support with an emphasis on customer service to enhance the customer experience.
May assist customers with systemwide navigation.
May provide systemwide paging services.
Ensures data collection entries are accurate and complete.
Systemwide registration processes are consistently followed to ensure accuracy.
May include data needed to page critical events.
May include creating telephone and triage encounters.
Utilizes various computer systems to perform scheduling and registration process including an electronic medical record.
May utilizing digital platform tools.
May operate a multi-phone system.
Other duties as assigned.

Benefits

Medical/Dental
PTO/Time Away
Retirement Savings Plans
Life Insurance
Short-term/Long-term Disability
Voluntary Benefits (vision, legal, critical illness)
Tuition Reimbursement or Continuing Medical Education as applicable
Student Loan Support Benefits to navigate the Federal Public Service Loan Forgiveness Program
Well-being dollars
Dedicated well-being navigators
Programs, activities, articles, videos, personal coaching and tools to support well-being
Employee resources groups (ERGs)
Community involvement and volunteering events