Healthcare Scheduling, Connection Advisor Associate (Remote) Bilingual Spanish - job 1 of 3

SUMMARY

We are currently seeking a Connection Advisor Associate, Bilingual 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, answers incoming calls and meets caller’s needs by scheduling, canceling or rescheduling appointments for assigned Clinics or Services using call center, electronic health record and departmental technology. Answers inquiries and questions, trouble shoots basic issues and provides information.

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 information and patient’s health insurance information provided by the patient or caller.
• Completes multiple types of patient registrations in a professional, accurate, customer-oriented and timely manner while following departmental policies and procedures.
• Requests and processes payments for co-pays, pre-pays and outstanding balances.
• Meets all departmental quality standards
• Transfers calls to Telehealth nurses 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
• Bilingual Spanish

-OR-
• An approved equivalent combination of education and experience