Connection Advisor, Intermediate – Call Center, Healthcare Scheduler

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Responds to assigned calls; prioritizes, screens, and redirects calls as necessary.

• Addresses inquiries, manages routine issues, and takes messages.

• Schedules, cancels, and modifies appointments for patients/callers in accordance with standard operational and departmental policies.

• Manages intricate scheduling that frequently involves multiple appointments with various providers and modalities.

• Gathers and accurately documents demographic, emergency contact, and patient health insurance information as provided by the patient or caller.

• Efficiently completes various types of patient registrations in a professional, customer-focused, and timely manner while adhering to departmental policies.

• Aids in shadowing and mentoring newly onboarded Connection Advisor Associate and Connection Advisor Intermediate team members.

• Proposes and supports change and process improvement initiatives while striving to maintain standard process workflows and providing feedback when necessary.

• Engages in training and continuing education courses to ensure adherence to Federal, State, and HHS guidelines and follows current best practices.

• Completes all assigned tasks within the designated time frame.

• Requests and processes payments for co-pays, pre-pays, and outstanding balances.

• Achieves all key performance and call quality metrics.

• Transfers calls to the Hennepin Healthcare Nurse Line and/or escalates calls to the Team Coordinator or Supervisor as required.

• Performs additional duties as assigned, only after receiving appropriate training.

⛳️ Requirements

• High School Diploma.

• One year of data look-up/data entry experience.

• Two years of experience in customer service that involves complex analytical problem-solving skills.

• One year of experience in a call center with a focus on customer service in the medical industry.

• Six months of Connection Advisor Associate experience or specialized clinic operational experience.

• One year of remote work experience -OR- an approved equivalent combination of education and experience.

🏝️ Benefits

• Medical.

• Dental.

• Vision.

• Life.

• Short and Long-term Disability Insurance.

• Retirement Funds.

• Paid Time Off.

• Tuition reimbursement.