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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 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.

We are currently seeking a Connection Advisor Associate, Spanish to join 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 serves as the first point of contact for incoming calls to the Connection Center. This role is responsible for meeting caller needs by confirming and updating patient demographic and insurance information, scheduling or modifying appointments, and documenting interactions using call center and electronic health record systems. The associate also responds to inquiries, troubleshoots basic issues, and provides accurate information while maintaining professionalism and composure in a fast-paced, high-volume environment.

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's experience in a call center with an emphasis in customer service/medical industry
• One year of remote work experience
• Bilingual Spanish

-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