Hennepin County Medical Center
Healthcare Scheduling, Connection Advisor Intermediate, Remote, Bilingual Spanis
Hennepin County Medical Center, Minneapolis, Minnesota, United States, 55400
Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, as well as a clinic system with primary care clinics located in Minneapolis and across Hennepin County. The comprehensive healthcare system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of clinics in the North Loop, Whittier, and East Lake Street neighborhoods of Minneapolis, and in the suburban communities of Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. Hennepin Healthcare has a large psychiatric program, home care, and operates a research institute, philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary corporation of Hennepin County.
SUMMARY 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 Intermediate, 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 5:30 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 a 100-mile radius of our downtown campus.
Purpose of this position Under general supervision, the Connection Advisor Intermediate 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 assigned clinic or services using call center, electronic health record and department technology. Answers inquiries and questions, troubleshoots basic and more complex issues and provides information as needed.
RESPONSIBILITIES
Answers assigned calls for more complex clinics and services; prioritizes, screens, and/or redirects calls as needed. Answers questions, handles routine matters and takes messages.
Schedules, cancels and reschedules appointments for patients 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 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.
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
Bilingual Spanish
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, 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 escape 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 basic troubleshooting that support operations
Equal Employment Opportunities
We are dedicated to providing Equal Employment Opportunities to both current and prospective employees. We are driven to connect talented individuals with life-changing career opportunities, enabling you to provide exceptional care without exception.
Please Note: Offers of employment from Hennepin Healthcare are conditional and contingent upon successful clearance of all background checks and pre-employment requirements.
Department:
Connection Center
Primary Location:
MN-Minneapolis-Downtown Campus
Standard Hours/FTE Status:
FTE = 1.00 (80 hours per pay period)
Shift Detail:
Day
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-13-2025
#J-18808-Ljbffr
SUMMARY 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 Intermediate, 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 5:30 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 a 100-mile radius of our downtown campus.
Purpose of this position Under general supervision, the Connection Advisor Intermediate 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 assigned clinic or services using call center, electronic health record and department technology. Answers inquiries and questions, troubleshoots basic and more complex issues and provides information as needed.
RESPONSIBILITIES
Answers assigned calls for more complex clinics and services; prioritizes, screens, and/or redirects calls as needed. Answers questions, handles routine matters and takes messages.
Schedules, cancels and reschedules appointments for patients 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 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.
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
Bilingual Spanish
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, 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 escape 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 basic troubleshooting that support operations
Equal Employment Opportunities
We are dedicated to providing Equal Employment Opportunities to both current and prospective employees. We are driven to connect talented individuals with life-changing career opportunities, enabling you to provide exceptional care without exception.
Please Note: Offers of employment from Hennepin Healthcare are conditional and contingent upon successful clearance of all background checks and pre-employment requirements.
Department:
Connection Center
Primary Location:
MN-Minneapolis-Downtown Campus
Standard Hours/FTE Status:
FTE = 1.00 (80 hours per pay period)
Shift Detail:
Day
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-13-2025
#J-18808-Ljbffr