Connection Advisor Outreach

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Summary

Hennepin Healthcare has a current opening for aConnection Advisor Outreachposition 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 - Friday. 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 5:00 PM and will be held on campus for only 1 week.

• 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 Work queues 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 – Senior Position
  
  

/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
  
  

Title: Healthcare Scheduling, Connection Advisor Outreach, Remote

Location: MN-Minneapolis-Downtown Campus

Requisition ID: 250631