Healthcare Scheduling, Connection Advisor Associate (Remote)

Hennepin Healthcare; United States; Remote; USD 35,000 - 50,000; Full time

Job summary

Hennepin Healthcare is seeking a Connection Advisor Associate for a full-time remote position. This role involves answering calls, confirming patient info, and scheduling appointments while providing excellent customer service. Candidates must possess a high school diploma, customer service experience, and the ability to work effectively in a dynamic remote environment.

Qualifications

• High School Diploma required.
• 1-year experience in call center/customer service required.
• Emergency contact info and health insurance knowledge preferred.

Responsibilities

• Answer incoming calls and meets caller needs.
• Schedules, cancels, and reschedules appointments.
• Processes payments for co-pays and outstanding balances.

Skills

Analytical skills

Communication skills

Customer service

Education

High School Diploma

Tools

Microsoft Office

Softphones

Job description

SUMMARY

We are currently seeking a Connection Advisor Associatejoin 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.

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
• 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 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 of experience in a call center with emphasis in a customer service/medical industry
• One year of remote work experience

-OR-

• An approved equivalent combination of education and experience

Preferred Qualifications:

• One year of post-secondary education
• Healthcare Call Center experience
• 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
• 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