Connection Advisor Intermediate – Call Center, Healthcare Scheduler

• Answer incoming calls in a fast-paced, high-volume inbound call center
• 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 and emergency contact information
• Verify and capture patient 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 improvement initiatives
• Complete training and continuing education to maintain compliance with Federal, State, and HHS guidelines
• Complete assignments within required time frames
• 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
• Escalate calls to the Team Coordinator or Supervisor when needed
• Perform other duties after appropriate training

• 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
• An approved equivalent combination of education and experience
• Preferred: one year of post-secondary education
• Preferred: healthcare call center experience
• Working knowledge of Epic Cadence and Prelude
• Patient registration experience
• Excellent organizational, analytical, critical thinking, 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
• Ability to meet quality standards for patient registrations, scheduling, data entry, and customer service
• Basic computer skills and proficiency with 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 operational troubleshooting
• Successful completion of background checks and pre-employment requirements
• Ability to work within a 100-mile radius of the downtown campus

Demonstrates expertise in patient registration, scheduling, and customer service within a healthcare call center environment. Proficient in handling complex issues, maintaining compliance, and utilizing systems like Epic Cadence and Prelude.

• Patient Registration Experience
• Epic Cadence and Prelude Knowledge
• Customer Service Skills
• Data Entry Experience
• Analytical Problem-Solving Skills

• Patient Registration
• Data Entry
• Scheduling
• Health Insurance Verification
• Complex Problem-Solving
• Microsoft Office Proficiency
• Basic Operational Troubleshooting
• Medical Terminology Knowledge
• Call Center Experience
• Remote Work Experience

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

• Healthcare Call Center
• Patient Demographics
• Compliance with Federal Guidelines
• HHS Guidelines
• Diverse Backgrounds

• Epic Cadence
• Epic Prelude
• Microsoft Office
• Outlook
• Softphones