Healthcare Scheduling, Connection Advisor Associate (Remote), Bilingual Spanish
Hennepin County Medical Center, Minneapolis, MN, United States
Summary
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 Associate, Spanish to join our Connection Center team. This Full‑Time role (80 hours per pay period) will primarily work remotely with a one‑week on‑campus training. The role operates Monday‑Friday 7:30 AM–5:30 PM. Training occurs 8:00 AM–5:00 PM Monday‑Friday for one week. After training, working remotely requires a quiet environment, high‑speed internet, a fire alarm, and desk space. Computers, monitors, keyboard, mouse, and phone are supplied. Employees must be within a 100‑mile radius of the downtown campus.
Purpose Under general supervision, the Connection Advisor Associate serves as the first point of contact for incoming calls to the Connection Center. The role is responsible for meeting caller needs by confirming and updating patient demographic and insurance information, scheduling or modifying appointments, and documenting interactions using call‑center and electronic health record systems. It also responds to inquiries, troubleshoots basic issues, and provides accurate information while maintaining professionalism in a fast‑paced, high‑volume environment.
Responsibilities
Answers assigned calls; prioritizes, screens, and redirects calls as needed. Handles routine matters and takes messages.
Schedules, cancels, and reschedules appointments following standard policies and procedures.
Obtains and captures accurate demographic, emergency contact, and insurance information.
Completes multiple types of patient registrations professionally, timely, and per policies.
Assists with shadowing and mentoring newly onboarded Connection Advisor Associates.
Recommends and supports improvement initiatives while upholding workflow standards.
Completes training and continuing education courses to ensure compliance with federal, state, and HHS guidelines.
Completes all work assignments within the allotted time.
Requests and processes payments for co‑pays, pre‑pays, and outstanding balances.
Meets key performance and call quality standards.
Transfers calls to the Nurse Line and/or escalates calls to Team Coordinator or Supervisor as needed.
Performs other duties as assigned after appropriate training.
Qualifications
High School Diploma.
One year data look‑up/data entry experience.
Two years’ customer service experience involving complex analytical problem‑solving.
One year’s call‑center experience in the medical industry.
One year of remote work experience.
Bilingual Spanish.
Or an approved equivalent combination of education and experience.
Preferred Qualifications
One year of post‑secondary education.
Healthcare call‑center experience.
Patient registration experience.
Knowledge, Skills, and Abilities
Excellent organizational, analytical, critical thinking, and written & verbal communication skills.
Ability to work cohesively, effectively, and respectfully with diverse populations.
Ability to work in a team environment as well as independently.
Ability to exceed quality standards, accuracy in patient registration, 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 attention to detail.
Active listening skills.
Ability to work independently and remotely.
Ability to become technically competent with HHS’s computerized systems and basic troubleshooting.
Equal Employment Opportunities We believe equity is essential for optimal health outcomes and are committed to achieving optimal health for all by actively eliminating barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and working in an environment that celebrates, promotes, and protects diversity, equity, inclusion, and belonging.
Benefits
Competitive pay rate.
Extensive benefits program including medical, dental, vision, life, short‑ and long‑term disability insurance, retirement funds, paid time off, tuition reimbursement, and license and certification reimbursement (benefit‑eligible positions).
Benefits information available on the career site.
Additional Information Conditional offers of employment are subject to background checks and pre‑employment requirements.
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We are currently seeking a Connection Advisor Associate, Spanish to join our Connection Center team. This Full‑Time role (80 hours per pay period) will primarily work remotely with a one‑week on‑campus training. The role operates Monday‑Friday 7:30 AM–5:30 PM. Training occurs 8:00 AM–5:00 PM Monday‑Friday for one week. After training, working remotely requires a quiet environment, high‑speed internet, a fire alarm, and desk space. Computers, monitors, keyboard, mouse, and phone are supplied. Employees must be within a 100‑mile radius of the downtown campus.
Purpose Under general supervision, the Connection Advisor Associate serves as the first point of contact for incoming calls to the Connection Center. The role is responsible for meeting caller needs by confirming and updating patient demographic and insurance information, scheduling or modifying appointments, and documenting interactions using call‑center and electronic health record systems. It also responds to inquiries, troubleshoots basic issues, and provides accurate information while maintaining professionalism in a fast‑paced, high‑volume environment.
Responsibilities
Answers assigned calls; prioritizes, screens, and redirects calls as needed. Handles routine matters and takes messages.
Schedules, cancels, and reschedules appointments following standard policies and procedures.
Obtains and captures accurate demographic, emergency contact, and insurance information.
Completes multiple types of patient registrations professionally, timely, and per policies.
Assists with shadowing and mentoring newly onboarded Connection Advisor Associates.
Recommends and supports improvement initiatives while upholding workflow standards.
Completes training and continuing education courses to ensure compliance with federal, state, and HHS guidelines.
Completes all work assignments within the allotted time.
Requests and processes payments for co‑pays, pre‑pays, and outstanding balances.
Meets key performance and call quality standards.
Transfers calls to the Nurse Line and/or escalates calls to Team Coordinator or Supervisor as needed.
Performs other duties as assigned after appropriate training.
Qualifications
High School Diploma.
One year data look‑up/data entry experience.
Two years’ customer service experience involving complex analytical problem‑solving.
One year’s call‑center experience in the medical industry.
One year of remote work experience.
Bilingual Spanish.
Or an approved equivalent combination of education and experience.
Preferred Qualifications
One year of post‑secondary education.
Healthcare call‑center experience.
Patient registration experience.
Knowledge, Skills, and Abilities
Excellent organizational, analytical, critical thinking, and written & verbal communication skills.
Ability to work cohesively, effectively, and respectfully with diverse populations.
Ability to work in a team environment as well as independently.
Ability to exceed quality standards, accuracy in patient registration, 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 attention to detail.
Active listening skills.
Ability to work independently and remotely.
Ability to become technically competent with HHS’s computerized systems and basic troubleshooting.
Equal Employment Opportunities We believe equity is essential for optimal health outcomes and are committed to achieving optimal health for all by actively eliminating barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and working in an environment that celebrates, promotes, and protects diversity, equity, inclusion, and belonging.
Benefits
Competitive pay rate.
Extensive benefits program including medical, dental, vision, life, short‑ and long‑term disability insurance, retirement funds, paid time off, tuition reimbursement, and license and certification reimbursement (benefit‑eligible positions).
Benefits information available on the career site.
Additional Information Conditional offers of employment are subject to background checks and pre‑employment requirements.
#J-18808-Ljbffr