Customer Experience Representative

Allina Health; Coon Rapids (MN); On-site; USD 30,362 - 41,341; Full time

Benefits offered by this job

Medical/Dental

PTO/Time Away

Retirement Savings Plans

Life Insurance

Disability Insurance

Tuition Reimbursement

Job summary

Allina Health's Customer Experience Representative position offers an intermediate path within the Customer Experience Center, focusing on accurate scheduling and exceptional service to connect individuals with the right care at the right time.

The role emphasizes active listening, systemwide navigation, and precise data entry while supporting discharge and specialty scheduling when needed.

Qualifications

• Must be 16 years of age or older with education/experience to meet competency requirements.
• Experience within the Allina Health Customer Experience Center, appointment scheduling, and/or health care setting.
• Epic experience is required for this role.

Responsibilities

• Provides patient access to systemwide services and assists with scheduling and phone support.
• Ensures data collection entries are accurate and complete and follows systemwide registration processes.
• Operates scheduling and registration processes using electronic medical record systems and digital platform tools.
• Performs other duties as assigned.

Skills

Active listening

Customer service

Epic experience

Education

High School/GED, Vocational, or Associates Degree

Job description

The Customer Experience Representative is an intermediate-level role on our career path that offers the opportunity to advance your healthcare career within the Customer Experience Center while building expertise across a variety of specialty care service lines. As a key connection point, you'll deliver seamless scheduling experiences with precision, professionalism, and personalized, exceptional service, helping connect individuals to the right care at the right time in every interaction.

Principle Responsibilities

• Provides patient access to systemwide services.
  • Identifies need of customer by using active listening skills.
  • Assists patient, clinical professionals and the general public with access to healthcare services.
  • Performs basic and advanced scheduling and phone support with an emphasis on customer service to enhance the customer experience.
  • May assist in discharge scheduling, specialty scheduling, managing work queues (referral, patient, insurance, orders), patient account support and precepting of co-workers.
  • May assist customers with systemwide navigation.
  • May provide systemwide paging services.
• Ensures data collection entries are accurate and complete.
  • System-wide registration processes are consistently followed to ensure accuracy.
  • May include data needed to page critical events.
  • May include creating telephone and triage encounters.
• Utilizes various computer systems to perform scheduling and registration processes including an electronic medical record.
  • May utilize digital platform tools.
  • May operate a multi-phone system.
• Other duties as assigned.

Required Qualifications

• Must be 16 years of age with education and/or experience needed to meet required principle competencies as listed on the job description
• Experience within the Allina Health Customer Experience Center, appointment scheduling, and/or health care setting
• Role related Epic Experience

Preferred Qualifications

• High School/GED, Vocational, or Associates Degree

Physical Demands

• Sedentary:
• Lifting weight up to 10 lbs. occasionally, negligible weight frequently

Specialty Service Areas Include

• Orthopedics
• Women’s Health
• Mental Health and Addiction
• Rehab Medicine
• Spine & Pain
• Home Community Services

All specialty service areas include a focus on advanced referral scheduling.

Four positions available 1.0 FTE (80 hours per two-week pay period) 8-hour day and evening shifts Occasional weekends

Pay Range

Pay Range: $22.04 to $30.01 per hour. The pay described reflects the base hiring pay range. Your starting rate would depend on a variety of factors including, but not limited to, your experience, education, and the union agreement (if applicable). Shift, weekend and/or other differentials may be available to increase your pay rate for certain shifts or work.

Benefit Summary

Allina Health believes the best way to provide safe and compassionate care for our patients is by nurturing the passion of those who care for them. That’s why we devote extraordinary resources to help you grow and thrive — not only as a professional but also as a whole person. When you join our team, you have access to a wealth of valuable employee benefits that support the total well-being — mind, body, spirit and community — of you and your family members. Allina Health is all in on your well-being. Because well-being means something different to everyone, our award‑winning program provides you with the resources you need to help you navigate your personal journey. This includes well‑being dollars, dedicated well‑being navigators, and many programs, activities, articles, videos, personal coaching and tools to support you on your journey. In addition, Allina Health offers employee resources groups (ERGs) – voluntary, employee‑led groups that serve as a resource for members and organizations by fostering a diverse, inclusive workplace aligned with the organization’s mission, values, goals, business practices, and objectives. Allina Health also engages employees in various community involvement and volunteering events.

Benefits Include

• Medical/Dental
• PTO/Time Away
• Retirement Savings Plans
• Life Insurance
• Short-term/Long-term Disability
• Voluntary Benefits (vision, legal, critical illness)
• Tuition Reimbursement or Continuing Medical Education as applicable
• Student Loan Support Benefits to navigate the Federal Public Service Loan Forgiveness Program
• Allina Health is a 501(c)(3) eligible employer
• Benefit eligibility/offerings are determined by FTE and if you are represented by a union.