Hennepin Healthcare
Healthcare Scheduling, Connection Advisor Intermediate, Remote, Bilingual Spanis
Hennepin Healthcare, Minneapolis, Minnesota, United States, 55400
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
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 callcenter, 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
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, 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 escalation 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.
#J-18808-Ljbffr
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
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 callcenter, 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
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, 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 escalation 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.
#J-18808-Ljbffr