Customer Experience Representative Associate

Allina Health System•Coon Rapids, MN

1d•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. Their mission is to provide exceptional care as they prevent illness, restore health and provide comfort to all who entrust them with their care, including employees and their loved ones. They are committed to providing whole person care, investing in employee well-being, and enriching careers. 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. There are two available locations: Allina Commons in Minneapolis, MN, and the Customer Experience Center in Coon Rapids, MN. The position is full-time (40 hours/week) with full benefits. Onboarding lasts for the first 8 weeks, from 8:00 AM - 4:30 PM, Monday-Friday, and includes instructor-led classes, colleague shadowing, and taking calls. The Customer Experience Center operates 24/7/365. After training, a shift/schedule will be assigned, with current shift start times ranging from 7:00 AM to 11:30 AM and end times from 3:30 PM to 8:00 PM. Weekend work may be part of the schedule, and candidates must be flexible to meet business needs. Public transportation options are available for both locations. An ideal candidate would possess the ability to work efficiently in a fast-paced, demanding environment with high call volume, be detail-oriented with strong relationship-building skills, excellent verbal communication, good listening, strong telephone etiquette, ability to effectively incorporate use of technology, problem-solving skills related to appointment scheduling, and the ability to maintain confidentiality of patient and practice information, along with consistent attendance and punctuality.

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

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

Responsibilities

Perform basic scheduling and phone support with an emphasis on customer service to enhance the consumer experience.
Assist patients, clinical professionals and the general public with access to healthcare services.
Identifies need of customer by using active listen skills.
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