Remote Connection Advisor, Bilingual Scheduler

Hennepin Healthcare; United States; Remote; USD 42,000 - 58,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement funds

Paid time off

Tuition reimbursement

Job summary

Hennepin Healthcare is seeking a Connection Advisor Intermediate for the Connection Center, primarily remote within 100-mile radius of downtown Minneapolis. The role handles high-volume inbound calls, schedules and reschedules patient appointments, verifies demographics and insurance, and supports complex scheduling with care and accuracy.

As a bilingual Spanish speaker, you will communicate clearly with patients, document conversations, and escalate issues as needed while upholding industry

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.
• An approved equivalent combination of education and experience.

Responsibilities

• Answers assigned calls; prioritizes, screens, and/or redirects calls as needed.
• 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.

Skills

Bilingual Spanish

Customer service

Data lookup

Remote work experience

Call center experience

Multitasking

Education

High School Diploma

One year post-secondary education

Tools

Epic cadence

Prelude

Job description

Hennepin Healthcare is seeking a Connection Advisor Intermediate for the Connection Center, primarily remote within 100-mile radius of downtown Minneapolis. The role handles high-volume inbound calls, schedules and reschedules patient appointments, verifies demographics and insurance, and supports complex scheduling with care and accuracy.

As a bilingual Spanish speaker, you will communicate clearly with patients, document conversations, and escalate issues as needed while upholding industry