Connection Advisor Intermediate (Call Center/Healthcare Scheduler), Remote, Bilingual Spanish

Hennepin Healthcare; Minneapolis (MN); Remote; USD 42,000 - 62,000; Full time

Job summary

Hennepin Healthcare is seeking a Connection Advisor Intermediate to support our fast-paced call center from a remote location within 100 miles of downtown Minneapolis. You will verify patient information, schedule appointments, and resolve escalations while maintaining professional service.

Ideal candidates have strong organizational and communication skills, 1 year of remote work, and experience in healthcare call centers. Training occurs on campus for one week before regular shifts.

Qualifications

• High School Diploma required.
• 1 year data look-up/data entry experience.
• 2 years customer service with analytical problem-solving.
• 1 year call center experience in medical industry.
• 6 months Connection Advisor Associate or equivalent.
• 1 year remote work experience.
• Bilingual Spanish required or equivalent.
• Equivalent education/experience accepted.

Responsibilities

• Answer calls, prioritize and redirect as needed.
• Schedule, cancel, and reschedule appointments accurately.
• Handle complex scheduling across providers and modalities.
• Capture demographic and insurance information.
• Complete patient registrations professionally and timely.
• Mentor new Connection Advisor staff as needed.
• Support process improvements and standard workflows.
• Complete required training and comply with guidelines.
• Process payments for co-pays and balances.
• Meet KPI and call quality standards.
• Escalate to Nurse Line or Supervisor when needed.

Skills

Organizational skills

Analytical thinking

Written communication

Verbal communication

Active listening

Remote work ability

Education

High School Diploma

Data look-up / data entry experience

Customer service experience

Call center experience (medical)

Job description

JOB DETAILS

Department: Connection Center FTE: 1.00 (80 hours per pay period) Workdays: Monday - Friday Shift(s): Days Shift Length: 8 hours Location: Remote - Applicants will need to be within 100-mile radius of our downtown campus. Other: Bilingual Spanish

The Connection Center is a fast-paced, high-volume inbound call center where our schedulers play a critical role in delivering exceptional service. Team members are expected to multitask efficiently—speaking with patients, scheduling appointments, documenting conversations, and resolving escalations—all while maintaining professionalism and composure in a dynamic environment.

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. 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. Applicants will need to be within 100-mile radius of our downtown campus.

Purpose of this position: Under general supervision, the Connection Advisor Intermediate 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 and more complex issues and provides information as needed.

RESPONSIBILITIES

• Answers 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 procedures
• Handles complex scheduling that often requires multiple appointments or with different providers and modalities
• Obtains and accurately captures demographic and emergency contact information and patient’s health insurance information provided by the patient or caller
• Accurately completes multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and procedures
• Assists with shadowing and mentoring newly onboarded Connection Advisor Associate and Connection Advisor Intermediate team members
• Recommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as needed
• Completes training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and follows current best practices
• Completes all work assignments within the time allowed
• Requests and processes payments for co-pays, pre-pays, and outstanding balances
• Meets all key performance and call quality standards
• Transfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or Supervisor as needed
• Performs other duties as assigned, but only after appropriate training

QUALIFICATIONS Minimum Qualifications:

• High School Diploma
• One year data look-up/data entry experience
• Two years’ experience in customer service involving complex analytical problem-solving skills
• One year experience in a call center with emphasis in a customer service/medical industry
• 6 months of Connection Advisor Associate experience or specialized clinic operational experience
• One year of remote work experience
• Bilingual: Spanish -OR-
• An approved equivalent combination of education and experience

Preferred Qualifications:

• One year of post-secondary education
• Healthcare Call Center experience
• Working knowledge of Epic cadence and prelude
• Patient registration experience

Knowledge/ Skills/ Abilities:

• Excellent organizational, analytical, critical thinking, and written and verbal communication skills
• Ability to work cohesively, effectively, and respectfully with individuals from a variety of economic, social, and culturally diverse backgrounds
• Ability to work in a team environment as well as independently
• Critical thinking skills and ability to analyze situations quickly and upgrade as needed
• Ability to exceed quality standards, including accuracy in patient registrations, scheduling, data entry, and customer service expectations
• Technical proficiency in basic computer skills and applications like Microsoft Office, Outlook, and softphones
• Basic knowledge of medical terminology and health insurance
• Ability to work in a fast-paced, highly structured, and continually changing environment
• High level of attention to detail
• Active listening skills
• Ability to work independently and remotely
• Ability to become technically competent and are familiar with HHS’s computerized systems and ability basic troubleshooting that support operations