Connection Advisor Intermediate, Remote, Bilingual Spanish/English (Hiring Incentive)

SUMMARY

We are currently seeking a Connection Advisor Intermediate, Spanish to join our Connection Center team. This full-time role will primarily work remotely (days).  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 a Monday through Friday 8:00 AM to 5:00 PM schedule 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, fire alarm, fire extinguisher, and desk space. Hennepin Healthcare will supply computers, monitors, keyboard, mouse, and phone. Employees will need to be within a 100 mile radius of our downtown campus.

Purpose of this position: Under general supervision, answers incoming calls and meets caller's needs by scheduling, canceling, or rescheduling appointments for more complex clinics and services using a call center, electronic health record, and departmental technology. Answers inquiries and questions, troubleshoot basic and more complex issues and provides information as needed.

A $500Hiring Incentive is available for eligible external candidates (current employees, contract/temporary workers, and former employees returning to HHS within one year are ineligible).

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

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 Connection Advisor experience or specialized clinic experience
• Bilingual Spanish

-OR-

• An approved equivalent combination of education and experience