Healthcare Scheduling, Connection Advisor Associate (Remote)

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SummaryWe are currently seeking a*Connection Advisor Associate,Bilingual Spanish *to join our Connection Center team. This Full-Time role (80 hours per pay period) will primarily work remotely (days). The Connection Center is open Monday through Friday, 7: 30 AM to 5: 30 PM. Shifts will be based on the current business needs and staff seniority. The schedule will be decided following the 4-week training period. The training period will be scheduled on Monday through Friday, 8: 00 AM to 5: 00 PM, and will be held on campus for only 1 week. /Working remotely will start after the training period has been completed.

//Individuals will need a quiet working environment, high-speed internet, fire alarm, and desk space. Hennepin Healthcare will supply computers, monitors, keyboard, mouse, and phone. Employees will need to be within 100-mile radius of our downtown campus. /Purpose of this position: *Under general supervision, the Connection Advisor Associate answers incoming calls and meets caller’s needs; confirms all patient demographic information is current and complete, verifies insurance information, schedules, cancels, or reschedules appointments for assigned clinic or services using call center, electronic health record and department technology. Answers inquiries and questions, troubleshoots basic issues, and provides information as needed.

ResponsibilitiesAnswers assigned calls; prioritizes, screens, and/or redirects calls as needed. Answers questions, handles routine matters and takes messages.

Schedules, cancels and reschedules appointments for patients/callers following standard work and departmental policies and proceduresObtains and accurately captures demographic and emergency contact information and patient’s health insurance information provided by the patient or callerAccurately completes multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and proceduresAssists with shadowing and mentoring newly onboarded Connection Advisor Associate team membersRecommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as neededCompletes training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and follows current best practicesCompletes all work assignments within the time allowedRequests and processes payments for co-pays, pre-pays, and outstanding balancesMeets all key performance and call quality standardsTransfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or Supervisor as neededPerforms other duties as assigned, but only after appropriate trainingQualifications/Minimum Qualifications:

/High School DiplomaOne year data look-up/data entry experienceTwo years’ experience in customer service involving complex analytical problem-solving skillsOne year of experience in a call center with emphasis in a customer service/medical industryOne year of remote work experience-OR-An approved equivalent combination of education and experience/Preferred Qualifications: /One year of post-secondary educationHealthcare Call Center experiencePatient registration experience/Knowledge/ Skills/ Abilities:

/Excellent organizational, analytical, critical thinking, and written and verbal communication skillsAbility to work cohesively, effectively, and respectfully with individuals from a variety of economic, social, and culturally diverse backgroundsAbility to work in a team environment as well as independentlyAbility to exceed quality standards, including accuracy in patient registrations, scheduling, data entry, and customer service expectationsTechnical proficiency in basic computer skills and applications like Microsoft Office, Outlook, and softphonesBasic knowledge of medical terminology and health insuranceAbility to work in a fast-paced, highly structured, and continually changing environmentHigh level of attention to detailActive listening skillsAbility to work independently and remotelyAbility to become technically competent and are familiar with HHS’s computerized systems and ability basic troubleshooting that support operationsTitle:

Healthcare Scheduling, Connection Advisor Associate (Remote)Location: MN-Minneapolis-Downtown CampusRequisition ID: 251136If you have questions about this posting, please contact support@lensa. com