Customer Experience Representative Senior

Allina Health • Coon Rapids, MN

2d • $23 - $32 • 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. If you value putting patients first, consider a career at Allina Health. 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. Key Position Details: Consider joining our Customer Experience Call Center! The Customer Experience Center supports all of Allina Health and works directly with patients and family members to help them navigate care. 1.0 FTE (80 hours per two-week pay period) 8-hour day/evening shifts Weekends may be a part of schedule Current shift start times are from 7:00 AM to 11:30 AM Shift end times are 3:30 PM to 8:00 PM Onboarding: First 8 weeks – 8:00 AM- 4:30 PM Mon-Fri. This includes instructor led classes, colleague shadowing and taking calls. Customer Experience Center is open 24/7/365 Shift/schedule will be assigned after 8 weeks of training Candidates must be flexible to meet business needs Public transportation options are available for both locations An ideal candidate would possess: 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 Meet our Care Team member: Customer Experience Representative Associate This position will support Medical Imaging Scheduling Knowledge of Radiology, Medical Imaging and/or Complex Scheduling helpful 1.0 FTE (80 hours per two-week pay period) 8-hour day and evening shifts Occasional weekends Job Description: Performs coordinated complex scheduling support with an emphasis on customer service to enhance the customer experience. Assists patients and clinical professionals by providing resources to complex orders based advanced scheduling, registration and prior authorization.

Requirements

• Must be 18 years of age with education and/or experience needed to meet required functional competencies as listed on the job description
• 2+ years of customer service experience

Nice To Haves

• High school diploma or GED
• Associate's or Vocational degree
• Experience in health care setting
• Experience with scheduling in Epic

Responsibilities

• Provides scheduling support for procedural and orders-based services.
• Performs coordinated complex scheduling support with an emphasis on customer service to enhance the customer experience.
• Assists patients and clinical professionals by coordinating access to complex hospital, clinic, specialty service scheduling, registration or prior authorizations.
• Coordinates all post discharge outpatient services ordered by health care team.
• Ensures data collection entries are accurate and complete.
• Obtains prior authorization for high-tech imaging procedures by utilizing web based portals and phone contacts.
• Scanning clinical document (orders and related clinical information, referrals, prior authorization approvals, etc.) into chart.
• Utilizes various computer systems to perform scheduling and registration process including an electronic medical record.
• Performs patient chart research and documentation evaluating and enters orders based on protocols.
• May utilize digital platform tools.
• May operate a multi-phone system.
• May access other health system portals.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees