Customer Experience Representative Associate

Allina Health; United States; On-site; USD 29,000 - 39,000; 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 is seeking candidates for a Customer Experience Call Center role in Minnesota. The position involves scheduling and phone support to improve the consumer experience, helping patients navigate access to health care services.

The role requires strong communication, confidentiality, and the ability to work in a fast-paced environment with high call volumes. Onboarding includes training and shadowing, with shift times 7:00 AM to 11:30 AM and 3:30 PM to 8:00 PM.

Qualifications

• Must be 16 years of age with education and/or experience needed to meet required functional competencies as listed on the job description

Responsibilities

• Provides patient access to systemwide services and assists patients, clinicians and the public with access to health care services.
• Performs scheduling and phone support with an emphasis on customer service to enhance the customer experience.
• Maintains accurate data collection entries and ensures systemwide registration processes are followed.

Skills

Customer service

Communication

Phone etiquette

Attention to detail

Data entry

Education

High school diploma or GED

Associate degree

Vocational degree

Tools

Electronic Medical Records (EMR)

Job description

Location Address

2925 Chicago AveLoading DockMinneapolis, MN 55407-1321

Department

Customer Experience Center Services Ambulatory

Shift

Day/Evening (United States of America)

Shift Length

8 hour shift

Hours Per Week

40

Union Contract

Non-Union-NCT

Weekend Rotation

Occasional

Job Summary

Allina Health is a not-for-profit health system that cares for individuals, families and communities throughout Minnesota and western Wisconsin. If you value putting patients first, consider a career at Allina Health. Our mission is to provide exceptional care as we prevent illness, restore health and provide comfort to all who entrust us with their care. This includes you and your loved ones. We are committed to providing whole person care, investing in your well-being, and enriching your career.

Key Position Details

Consider joining our Customer Experience Call Center!

The Customer Experience Center supports all of Allina Health and works directly with patients and family members to help them navigate care.

Two Locations Available:

1. Allina Commons 2925 Chicago Ave, Minneapolis, MN
2. Customer Experience Center 8880 Evergreen Blvd, Coon Rapids, MN

Multiple Needs available that focus on:

• Full Time (40 hours/week) and full benefits
• Onboarding: First 8 weeks – 8:00 AM- 4:30 PM Mon-Fri. This includes instructor led classes, colleague shadowing and taking calls.
• Customer Experience Center is open 24/7/365
• Shift/schedule will be assigned after 8 weeks of training
• Current shift start times are from 7:00 AM to 11:30 AM
• Shift end times are 3:30 PM to 8:00 PM
• Weekends may be a part of schedule
• Candidates must be flexible to meet business needs
• Public transportation options are available for both locations

Learn a little more about what makes our customer experience centers unique:
Meet our Care Team members: Customer Experience Center

An ideal candidate would possess:

• Ability to work efficiently in a fast paced, demanding environment with high call volume.
• Detail oriented individual with strong relationship building skills, excellent verbal communication, good listening, and strong telephone etiquette
• Ability to effectively incorporate use of technology
• Problem solving skills as related to appointment scheduling
• Ability to maintain confidentiality of patient and practice information
• Consistent attendance and punctuality

Job Description

Perform basic scheduling and phone support with an emphasis on customer service to enhance the consumer experience. Assist patients, clinical professionals and the general public with access to healthcare services.

Principle Responsibilities

• Provides patient access to systemwide services.
  • Identifies need of customer by using active listen skills.
  • Assists patient, clinical professionals and the general public with access to health care services.
  • Performs scheduling and phone support with an emphasis on customer service to enhance the customer experience.
  • May assist customers with systemwide navigation.
  • May provide systemwide paging services.
• Ensures data collection entries are accurate and complete.
  • Systemwide 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 process including an electronic medical record.
  • May utilizing 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 functional competencies as listed on the job description

Preferred Qualifications

• High school/GED, associate’s degree, or vocational degree
• Experience in a health care setting
• Experience with Healthcare Scheduling
• Experience with Customer Service

Physical Demands

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

Pay Range

Pay Range: $20.79 to $28.31 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.

We are focused on creating an inclusive workplace so everyone can see themselves as part of our care team. Our care teams are as diverse as the communities we serve and proud to be contributing to the mission of a leading health care organization. Our pioneering approach to well-being helps every member of our care team feel a deep sense of connection and joy in their work.

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.