Customer Experience Representative Associate

Allina Health•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. Our mission is to provide exceptional care as we prevent illness, restore health and provide comfort to all who entrust us with their care. This includes you and your loved ones. We are committed to providing whole person care, investing in your well-being, and enriching your career. This position is for a Customer Experience Representative Associate 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 role 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 Customer Experience Center operates 24/7/365. Two locations are available: Allina Commons 2925 Chicago Ave, Minneapolis, MN and Customer Experience Center 8880 Evergreen Blvd, Coon Rapids, MN. The role is full-time (40 hours/week) with full benefits. Onboarding is for the first 8 weeks, Mon-Fri, 8:00 AM- 4:30 PM, including instructor-led classes, colleague shadowing, and taking calls. After training, shift/schedule will be assigned with current shift start times 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.

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

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 your journey
Employee resources groups (ERGs)
Community involvement and volunteering events
Ongoing training
Competitive compensation
Support for work-life balance