Connection Advisor Senior, (Remote), Bilingual Spanish/English

SUMMARY:

We are currently seeking aConnection Advisor - Senior, bilingual Spanish/Englishto join our team.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 - Friday. The schedule will be decided following the 6-week training period. The training period will be Monday through Friday, 8:00 AM to 5:00 PM, and will be held on campus. /Working remotely will start after the training period has been completed. //Individuals will need a quiet working environment, high-speed internet, a 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, answers incoming calls from patients/callers in assigned clinics, services, and programs. Is responsible to cancel, schedule, or reschedule appointments using call center, electronic health record, and departmental technology. Answers inquiries and questions, troubleshoots issues, and provides information as well as provides assigned services to make assigned programs successful.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

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 while following departmental policies and procedures

Requests and processes payments for co-pays, pre-pays, and outstanding balances

Meets all departmental quality standards

Transfers calls to Telehealth nurses and/or escalates calls to Team Coordinator or Supervisor as needed

Provides overflow call coverage for less complex Clinics and/or Services

Performs other duties as assigned, but only after appropriate training

The Connection Advisor - Senior performs the same duties as the Connection Advisor – Intermediate, but is distinguished due to these additional functions:

Provides MyChart support

Interacts with Patients/Customers using a variety of technologies

Assists Telehealth Nurses with coordinating care

Answers all “high priority” phone lines including all professional calls (internal and external) from MD’s, Pharmacists, Nursing Homes, etc.

May make outbound calls to support assigned programs

Provides support for assigned programs/projects

Provides Concierge Services for assigned programs

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

6 Months experience in the Connection Advisor – Intermediate position

Bilingual in Spanish

-OR-

An approved equivalent combination of education and experience

/Preferred Qualifications:/

Two years post-secondary education

Concierge Program experience

/Knowledge/ Skills/ Abilities:/

Excellent customer service

Demonstrated phone system proficiency

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

Title: Connection Advisor Senior, (Remote), Bilingual Spanish/English Location: MN-Minneapolis-Downtown Campus Requisition ID: 241887