Healthcare Scheduling, Connection Advisor Associate, Bilingual Spanish

Job Description: • Answers assigned calls; prioritizes, screens, and/or redirects calls as needed. • Answers questions, handles routine matters, and takes messages • Schedules, cancels, and reschedules appointments for patients/callers following standard work and departmental policies and procedures • Obtains and accurately captures demographic and emergency contact 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 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 Requirements: • 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’s experience in a call center with an emphasis in customer service/medical industry • One year of remote work experience • Bilingual Spanish -OR- An approved equivalent combination of education and experience Benefits: • Medical • Dental • Vision • Life Insurance • Short and Long-term Disability Insurance • Retirement Funds • Paid Time Off • Tuition reimbursement • License and Certification reimbursement (Available ONLY for benefit eligible positions)