Connection Advisor Intermediate, Bilingual Spanish

• Answer incoming calls and meet callers’ needs
• Prioritize, screen, redirect, and transfer calls as needed
• Answer questions, handle routine matters, and take messages
• Schedule, cancel, and reschedule patient appointments
• Handle complex scheduling involving multiple appointments, providers, or modalities
• Confirm and capture patient demographic, emergency contact, and health insurance information
• Complete multiple types of patient registrations accurately and professionally
• Troubleshoot basic and complex issues and provide information
• Shadow and mentor newly onboarded Connection Advisor team members
• Recommend and support process improvements while upholding standard workflows
• Complete training and continuing education courses
• Request and process co-pay, pre-pay, and outstanding-balance payments
• Meet key performance and call-quality standards
• Transfer calls to the Hennepin Healthcare Nurse Line and escalte calls to coordinators or supervisors
• Perform other duties after appropriate training
• Complete a four-week training period, with one week on campus
• Work Monday through Friday within the Connection Center's 7:30 AM-5:30 PM operating hours

• 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
• Bilingual:
  Spanish
• Approved equivalent combination of education and experience
• Applicants must be within a 100-mile radius of the downtown campus
• Quiet working environment, high-speed internet, fire alarm, and desk space
• Excellent organizational, analytical, critical thinking, and written and verbal communication skills
• Ability to work cohesively, effectively, and respectfully with individuals from diverse backgrounds
• Ability to work in a team environment and independently
• Ability to analyze situations quickly and elevate as needed
• Accuracy in patient registrations, scheduling, data entry, and customer service
• Technical proficiency in basic computer skills, Microsoft Office, Outlook, and softphones
• Basic knowledge of medical terminology and health insurance
• Ability to work in a fast-paced, highly structured, continually changing environment
• High attention to detail
• Active listening skills
• Ability to work independently and remotely
• Ability to become technically competent with HHS computerized systems and perform basic troubleshooting
• Successful completion of background checks and pre-employment requirements

Demonstrates strong customer service skills with a focus on complex problem-solving and effective communication. Proficient in patient registration, scheduling, and data entry while maintaining high attention to detail and accuracy.

• Customer Service Experience
• Data Entry Skills
• Bilingual:
  Spanish
• Medical Terminology Knowledge
• Microsoft Office Proficiency

• Data Entry
• Patient Registration
• Scheduling
• Analytical Problem-Solving
• Technical Proficiency
• Basic Troubleshooting
• Call Center Experience
• Health Insurance Knowledge
• Attention to Detail
• Fast-Paced Environment Adaptability

• Organizational Skills
• Critical Thinking
• Written Communication
• Verbal Communication
• Active Listening

• Customer Service
• Healthcare
• Connection Advisor
• Patient Appointments
• Remote Work Experience

• Microsoft Office
• Outlook
• Softphones
• HHS Computerized Systems