Hennepin County Medical Center
Healthcare Scheduling/Call Center, Connection Advisor Intermediate Remote (Pipel
Hennepin County Medical Center, Minneapolis, Minnesota, United States, 55400
Overview
Hennepin Healthcare is an integrated system of care that includes HCMC, a Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, with a clinic system across Minneapolis and Hennepin County. The system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and clinics in the North Loop, Whittier, East Lake Street, and in suburban communities including Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. The organization also operates a large psychiatric program, home care, a research institute, a philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary of Hennepin County. Equal Employment Opportunities:
We believe equity is essential for optimal health outcomes and are committed to eliminate barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and to promoting, protecting, and celebrating diversity, equity, inclusion, and belonging. We are committed to bringing in individuals with new cultural perspectives to assist in creating a more equitable healthcare organization. Summary
The Connection Center is a fast-paced, high-volume inbound call center where our schedulers deliver exceptional service. Team members multitask by 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 Intermediate
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 current business needs and staff seniority. The schedule will be decided after the 4-week training period. The training period will be scheduled Monday through Friday, 8:00 AM to 5:00 PM, on campus for 1 week. Working remotely will start after the training period. Individuals will need a quiet working environment, high-speed internet, fire alarm, and desk space. Hennepin Healthcare will provide computers, monitors, keyboard, mouse, and phone.
Employees must be within a 100-mile radius of the downtown campus. Purpose of this position:
Under general supervision, the Connection Advisor Intermediate answers incoming calls and meets caller needs; confirms all patient demographic information is current and complete, verifies insurance information, and schedules, cancels, or reschedules appointments for assigned clinics or services using call center, electronic health record, and department technology. Answers inquiries, troubleshoots basic and more complex 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 Handles complex scheduling that often requires multiple appointments or different providers and modalities Obtains and accurately captures demographic and emergency contact information and patient’s health insurance information 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 upholding standard process workflows and providing 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 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 –OR– An approved equivalent combination of education and experience Preferred Qualifications: One year of post-secondary education Healthcare Call Center experience Working knowledge of Epic cadence and Prelude Patient registration experience Knowledge/Skills/Abilities: Excellent organizational, analytical, critical thinking, and written and verbal communication skills Ability to work cohesively and respectfully with individuals from 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 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 attention to detail Active listening skills Ability to work independently and remotely Ability to become technically competent and familiar with HHS\'s computerized systems and basic troubleshooting to support operations Additional Information
You've made the right choice in considering Hennepin Healthcare for your employment. We offer career opportunities that impact patients\' lives. We are committed to Equal Employment Opportunities for current and prospective employees. Thank you for considering Hennepin Healthcare as a future employer. Please Note:
Offers of employment are conditional and contingent upon successful clearance of all background checks and pre-employment requirements. Total Rewards Package: We offer a competitive pay rate based on skills, licensure/certifications, education, experience related to this position, and internal equity. We provide an extensive benefits program that includes Medical; Dental; Vision; Life, Short and Long-term Disability Insurance; Retirement Funds; Paid Time Off; Tuition reimbursement; and license and Certification reimbursement (Available ONLY for benefit eligible positions). For a complete list of benefits, visit the career site. Department: Connection Center Primary Location: MN-Minneapolis-Downtown Campus Job Level: Staff Employee Status: Regular Eligible for Benefits: Yes Union/Non Union: Union Min salary: $21.92 Max salary: $28.36 Job Posting: Oct-08-2025
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Hennepin Healthcare is an integrated system of care that includes HCMC, a Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, with a clinic system across Minneapolis and Hennepin County. The system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and clinics in the North Loop, Whittier, East Lake Street, and in suburban communities including Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. The organization also operates a large psychiatric program, home care, a research institute, a philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary of Hennepin County. Equal Employment Opportunities:
We believe equity is essential for optimal health outcomes and are committed to eliminate barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and to promoting, protecting, and celebrating diversity, equity, inclusion, and belonging. We are committed to bringing in individuals with new cultural perspectives to assist in creating a more equitable healthcare organization. Summary
The Connection Center is a fast-paced, high-volume inbound call center where our schedulers deliver exceptional service. Team members multitask by 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 Intermediate
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 current business needs and staff seniority. The schedule will be decided after the 4-week training period. The training period will be scheduled Monday through Friday, 8:00 AM to 5:00 PM, on campus for 1 week. Working remotely will start after the training period. Individuals will need a quiet working environment, high-speed internet, fire alarm, and desk space. Hennepin Healthcare will provide computers, monitors, keyboard, mouse, and phone.
Employees must be within a 100-mile radius of the downtown campus. Purpose of this position:
Under general supervision, the Connection Advisor Intermediate answers incoming calls and meets caller needs; confirms all patient demographic information is current and complete, verifies insurance information, and schedules, cancels, or reschedules appointments for assigned clinics or services using call center, electronic health record, and department technology. Answers inquiries, troubleshoots basic and more complex 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 Handles complex scheduling that often requires multiple appointments or different providers and modalities Obtains and accurately captures demographic and emergency contact information and patient’s health insurance information 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 upholding standard process workflows and providing 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 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 –OR– An approved equivalent combination of education and experience Preferred Qualifications: One year of post-secondary education Healthcare Call Center experience Working knowledge of Epic cadence and Prelude Patient registration experience Knowledge/Skills/Abilities: Excellent organizational, analytical, critical thinking, and written and verbal communication skills Ability to work cohesively and respectfully with individuals from 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 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 attention to detail Active listening skills Ability to work independently and remotely Ability to become technically competent and familiar with HHS\'s computerized systems and basic troubleshooting to support operations Additional Information
You've made the right choice in considering Hennepin Healthcare for your employment. We offer career opportunities that impact patients\' lives. We are committed to Equal Employment Opportunities for current and prospective employees. Thank you for considering Hennepin Healthcare as a future employer. Please Note:
Offers of employment are conditional and contingent upon successful clearance of all background checks and pre-employment requirements. Total Rewards Package: We offer a competitive pay rate based on skills, licensure/certifications, education, experience related to this position, and internal equity. We provide an extensive benefits program that includes Medical; Dental; Vision; Life, Short and Long-term Disability Insurance; Retirement Funds; Paid Time Off; Tuition reimbursement; and license and Certification reimbursement (Available ONLY for benefit eligible positions). For a complete list of benefits, visit the career site. Department: Connection Center Primary Location: MN-Minneapolis-Downtown Campus Job Level: Staff Employee Status: Regular Eligible for Benefits: Yes Union/Non Union: Union Min salary: $21.92 Max salary: $28.36 Job Posting: Oct-08-2025
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