Connection Advisor Intermediate, Call Center, Healthcare Scheduler

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

📋 Description

• Responds to assigned phone calls, prioritizing, screening, and redirecting as necessary.

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

• Schedules, cancels, and reschedules appointments for patients or callers in accordance with established departmental policies and procedures.

• Manages complex scheduling that may involve multiple appointments with various providers and modalities.

• Accurately collects demographic and emergency contact details, along with the patient's health insurance information provided by the patient or caller.

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

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

• Advocates for and supports change and process improvement initiatives while ensuring the maintenance of standard workflows and providing necessary feedback.

• Engages in training and continuing education to remain compliant with Federal, State, and HHS regulations and adheres to current best practices.

• Finishes all work assignments within the allotted time frame.

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

• Achieves all key performance indicators and call quality standards.

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

• Performs additional duties as assigned, following appropriate training.

⛳️ Requirements

• High School Diploma.

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

• Two years of customer service experience involving complex analytical problem-solving skills.

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

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

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

🏝️ Benefits

• Medical.

• Dental.

• Vision.

• Life Insurance.

• Short and Long-term Disability Insurance.

• Retirement Funds.

• Paid Time Off.

• Tuition reimbursement.