Hennepin Healthcare
Healthcare Scheduling, Connection Advisor Associate (Remote), Bilingual Spanish
Hennepin Healthcare, Minneapolis, Minnesota, United States, 55400
Overview
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 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 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, 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. 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 Seniority level
Entry level Employment type
Full-time Job function
Health Care Provider Industries
Hospitals and Health Care
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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 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 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, 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. 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 Seniority level
Entry level Employment type
Full-time Job function
Health Care Provider Industries
Hospitals and Health Care
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