Hennepin County Medical Center Minneapolis , MN 55415
Posted 2 weeks ago
SUMMARY
Hennepin Healthcare has a current opening for a Connection Advisor Outreach opening in our Connection Center department. This full-time role will primarily work remotely (days/evenings). The schedule for this position will be 40 hours a week between the hours of 7:30 AM - 5:30 PM Monday
Purpose of this position: Under general Supervision, provides Outreach Services for assigned departments and programs including, but not limited to: Centralized Referrals and Discharge Appointments. Uses call center, electronic health record and departmental technology to meet the needs of the patients/customers. Answers inquiries and questions, trouble shoots complex issues and provides information. Promotes patient and provider satisfaction and advance the continuum of care.
Working remotely will start after the training period has been completed. Individuals will need a quiet working environment, high speed internet, fire alarm, fire extinguisher, and desk space. Hennepin Healthcare will supply computer, monitors, keyboard, mouse, and phone. Employees will need to be within a 100-mile radius of our downtown campus.
A $500 hiring incentive is available for eligible external candidates (current employees, contract/temporary workers, and former employees returning to HHS within one year are ineligible).
RESPONSIBILITIES
Makes outreach calls to coordinate appointments
Responds to calls including patients, physicians, physicians' office staff, and peers. Prioritizes the urgency of the caller's needs and takes the appropriate action
Works in Epic Workqueues following standard work and departmental policies and procedures
Partners with Clinics and Services to meet the clinical scheduling needs of the referral
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 following departmental policies and procedures
Requests and processes payments for co-pays, pre-pays and outstanding balances
Meets all departmental quality standards
Coordinates with Telehealth nurses or Clinical Staff as needed to meet the needs of the patient
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
Two years data look-up/data entry experience
Two years' experience in customer service involving complex analytical problem-solving skills
Two years' experience in a call center with emphasis in a customer service/medical industry or experience in a specialized clinic
OR-
An approved equivalent combination of education and experience
Preferred Qualifications:
Bilingual Spanish/English
Two years of post-secondary education.
Healthcare Call Center experience
Clinical Referrals experience
6 Months experience in Connection Advisor
Knowledge/ Skills/ Abilities:
Excellent customer service
Demonstrated phone system proficiency
Knowledge of medical terminology and medical scheduling.
Knowledge of medical insurance theory.
Ability to organize work under pressure
Demonstrated ability to complete accurate data entry
Demonstrated attention to detail
Basic knowledge of medical terminology
Basic knowledge of medical insurance theory
Ability to work in a fast-paced, continually changing environment
Time management and sound decision-making skills
Strong written and oral communication skills
Active listening
Demonstrated ability to respond appropriately to shifting priorities
Demonstrated ability to prioritize work assignments
Hennepin County Medical Center