Healthcare Call Center Scheduler (Remote Position) Full Time

Located in downtown Minneapolis, Hennepin County Medical Center (HCMC) is Minnesota's premier Level 1 Adult Trauma Center and Level 1 Pediatric Trauma Center. Committed to creating a culturally competent and inclusive work and care environment for patients, families and staff, HCMC offers primary care and retail clinics throughout the Hennepin County metro area. We partner with our community, our patients and their families to ensure access to outstanding care. Our mission is to improve health and wellness through patient and community education, teaching and research.

SUMMARY

This pipeline requisition is for opportunities in our Connection Center department. The schedule for this position will be 40 hours a week between the hours of 7am – 7pm Monday thru Friday. The schedule will be decided following the 6 week training period. The 3-4 week training period will have a Monday through Friday 8:00am to 4:30pm schedule. Pay starts at $18.15 an hour and includes a comprehensive benefit package which includes a PERA organization match.

This position will work remotely from home. Working remote will start after the 3-4 week training period. Individuals will need a quiet working environment, high speed internet, fire alarm, fire extinguisher, renters/home owner's insurance, and desk space. Hennepin Healthcare will supply computer, monitors, keyboard, mouse, and phone. Employees will need to be within a 1 hour radius of our downtown campus.

Under general supervision, answers incoming calls and meets caller’s needs by scheduling, canceling or rescheduling appointments for assigned Clinics or Services using call center, electronic health record and departmental technology. Answers inquiries and questions, trouble shoots basic issues and provides information.

RESPONSIBILITIES

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 information and patient’s health insurance information provided by the patient or caller

Completes multiple types of patient registrations in a professional, accurate, customer-oriented and timely manner while following departmental policies and procedures

Requests and processes payments for co-pays, pre-pays and outstanding balances.

Meets all departmental quality standards

Transfers calls to Telehealth nurses and/or escalates calls to Team Coordinator or Supervisor as needed

Performs other duties as assigned, but only after appropriate training

QUALIFICATIONS

Minimum 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

OR

An approved equivalent combination of education and experience

You've made the right choice in considering Hennepin County Medical Center for your employment. HCMC offers a wealth of opportunities for individuals who want to make an impact in our patients' lives. We are dedicated to providing Equal Employment Opportunities to both current and prospective employees. We’re driven to connect talented individuals with life-changing career opportunities, enabling you to provide exceptional care without exception. Thank you for your consideration in submitting an application.

Please Note: Offers of employment from Hennepin County Medical Center are conditional and contingent upon successful clearance of all background checks and pre-employment requirements.

Department: Connection Center

Primary Location: MN-Minneapolis-Downtown Campus

Job Level: Staff

Employee Status: Regular

Eligible for Benefits: Yes

Union/Non Union: Union

Job Posting: Oct-26-2021

Recommended Skills

• Analysis skills
• Data entry
• Customer service