Commission Inbound Call Center Jobs in Minnesota

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 a 100-mile radius of our downtown campus.

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.

Purpose of this position: Under general supervision, the Connection Advisor Outreach 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 clinics or services using call center, electronic health record and departmental technology.  Provides Outreach Services for assigned departments and programs, including but not limited to Centralized Referrals, Active Request Orders, Care Everywhere, and Discharge Appointments.  Answers inquiries and questions, troubleshoots complex issues, and provides information. Promote patient and Provider satisfaction and advance the continuum of care.

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 and Senior 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

The Connection Advisor - Outreach performs the same duties as the Connection Advisor - Intermediate and Senior but is distinguished due to these additional functions:

• Supports all scheduling teams in the Connection Center by accepting overflow calls to ensure service  level agreements are met
• Makes outreach calls to coordinate higher levels of care appointments for internal and outgoing referrals. Includes work queue management, coordination of multi-level services, providers, procedures, and care rooms to meet the needs of the care plan
• Assists inpatient care units with hospital discharge and referral scheduling
• Partners with Clinics and Service departments to meet the clinical scheduling needs of the referral or order
• Uses Epic or Outlook communication tools for timely status updates to patients, Providers, and referring facilities
• Enters and creates a new patient record for incoming referral services to HHS accurately and efficiently. Prepares documents for transfer to the patient record using Epic scanning tools
• Works in EPIC work queues following standard work and departmental policies and procedures
• Handles Care Everywhere incoming messages regarding outside patient care, messages, or referrals
• Processes incoming automated referral messages through the Mitel ACD system

QUALIFICATIONS
Minimum Qualifications:

• High School Diploma
• Two years data look-up/data entry experience 
• Two years' experience in customer service involving complex analytical problem-solving skills
• One year experience, a combination of Connection Advisor Associate,  Connection Advisor Intermediate, and Senior positions
• One year of remote work experience

-OR-

• An approved equivalent combination of education and experience

Preferred Qualifications:

• Two years of post-secondary education
• Healthcare Call Center experience
• Working knowledge of Epic cadence, prelude, workqueues, Care Everywhere, and MyChart
• Patient registration experience
• 1 month of experience in Connection Advisor - Senior Position
• Hospital and Outpatient Referral Coordinator 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 escalate 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