[Hiring] Healthcare Scheduling Connection Advisor Intermediate @Hennepin Healthcare

Role Description

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 currently seeking a Connection Advisor Intermediate 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 the current business needs and staff seniority. 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 5:30 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.

Purpose of this position:

• Under general supervision, the Connection Advisor Intermediate answers incoming calls and meets caller’s needs.
• Confirms all patient demographic information is current and complete.
• Verifies insurance information.
• Schedules, cancels, or reschedules appointments for assigned clinic or services using call center, electronic health record and department technology.
• Answers inquiries and questions, troubleshoots basic and more complex issues, and provides information as needed.

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.
• Handles complex scheduling that often requires multiple appointments or with different providers and modalities.
• Obtains and accurately captures demographic 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 and Connection Advisor Intermediate 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

• 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 of Connection Advisor Associate experience or specialized clinic operational experience.
• One year of remote work experience.
• -OR- An approved equivalent combination of education and experience.

Preferred Qualifications

• One year of post-secondary education.
• Healthcare Call Center experience.
• Working knowledge of Epic cadence and prelude.
• 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.
• Critical thinking skills and ability to analyze situations quickly and escalate as needed.
• 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.