Hospital Prog Call Center Rep

Children’s Minnesota

32d

About The Position

Children’s Minnesota is one of the largest pediatric health systems in the United States and the only health system in Minnesota to provide care exclusively to children, from before birth through young adulthood. An independent and not-for-profit system since 1924, Children’s Minnesota is one system serving kids throughout the Upper Midwest at two free-standing hospitals, nine primary care clinics, multiple specialty clinics and seven rehabilitation sites. As The Kids Experts™ in our region, Children’s Minnesota is regularly ranked by U.S. News & World Report as a top children’s hospital. Find us on Facebook @childrensminnesota or on Twitter and Instagram @childrensmn. Please visit childrensMN.org.

Children’s Minnesota is proud to be recognized by Modern Healthcare as one of 2023’s Top Diversity Leaders. The national honor recognizes the top diverse healthcare executives and organizations influencing public policy, care delivery, and promoting diversity, equity and inclusion in their organizations and the industry.

This position is responsible for answering telephone calls; providing personalized seamless service to physician callers; responding to inquiries with expert knowledge of physicians, services, and programs; working with internal departments of affiliated entities to draft best practices for routing and responding to physician callers; and prioritizing complex and emergent situations. Incumbent may need to access 3-4 software systems within one call. Incumbent will also participate in staff training and act as a resource for co-workers when necessary.

Employees are required to have a secure, hard-wired high-speed internet connection with a minimum speed of 20 Mbps for downloads and 5 Mbps for uploads, which will be at their own expense. Additionally, a dedicated workspace that is quiet and free from household disturbances is essential. On-site training sessions may be necessary. Also, employees may need to work on-site with minimal notice for any scheduled shift, regardless of the reason.

Requirements

• Two to three years of customer service experience.
• Strong basic computer and keyboarding skills.
• Demonstrated excellent written, verbal and interpersonal communications skills.
• Demonstrates a pleasant telephone voice and helpful manner.
• Ability to work effectively with minimum supervision, while understanding role as part of a team.
• Must have strong interpersonal communication skills, including excellent problem solving and follow up skills.
• Proven strong analytical skills with ability to identify problems and initiate solutions.
• Demonstrates a forward-thinking approach, continually looking for ways to improve processes, tools and resources to best serve the healthcare providers accessing the service, and the primary/secondary clients.
• Knowledge of general computer software, including Microsoft Office.

Nice To Haves

• Telephone-based customer service experience.
• Fluid knowledge of common medical and hospital terminology required.
• Experience working in a fast-paced healthcare environment, preferably including clinician interaction.
• Knowledge of specialty software, including Infinity, E-Centaurus, Cerner, and/or AMiON.

Responsibilities

• answering telephone calls
• providing personalized seamless service to physician callers
• responding to inquiries with expert knowledge of physicians, services, and programs
• working with internal departments of affiliated entities to draft best practices for routing and responding to physician callers
• prioritizing complex and emergent situations
• participate in staff training
• act as a resource for co-workers when necessary

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed