Customer Experience Representative Associate

Allina Health•Coon Rapids, MN

1d•Onsite

About The Position

Allina Health is a not-for-profit health system dedicated to providing exceptional care to individuals, families, and communities across Minnesota and western Wisconsin. The organization focuses on whole-person care, employee well-being, and career enrichment. This role is within the Customer Experience Call Center, which serves all of Allina Health by assisting patients and family members in navigating healthcare services. The position is full-time, 40 hours per week, and includes a comprehensive benefits package. Onboarding spans the first 8 weeks, Monday through Friday, from 8:00 AM to 4:30 PM, and involves instructor-led classes, colleague shadowing, and live call handling. The Customer Experience Center operates 24/7/365. After training, shifts will be assigned with start times ranging from 7:00 AM to 11:30 AM and end times from 3:30 PM to 8:00 PM. Occasional weekend work may be required, and candidates must be flexible to accommodate business needs. Public transportation is available for both primary locations: Allina Commons in Minneapolis and the Customer Experience Center in Coon Rapids. An ideal candidate will demonstrate efficiency in a fast-paced, high-call-volume environment, possess strong attention to detail, excellent relationship-building skills, superior verbal communication, active listening, strong telephone etiquette, proficiency in technology use, problem-solving abilities related to appointment scheduling, the capacity to maintain patient confidentiality, and consistent attendance and punctuality. The primary function of this role is to provide basic scheduling and phone support, with a strong emphasis on customer service to enhance the overall consumer experience, and to assist patients, clinical professionals, and the general public in accessing healthcare services.

Requirements

Must be 16 years of age with education and/or experience needed to meet required functional competencies as listed on the job description

Nice To Haves

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
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

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
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