Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, as well as a clinic system with primary care clinics located in Minneapolis and across Hennepin County. The comprehensive healthcare system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of clinics in the North Loop, Whittier, and East Lake Street neighborhoods of Minneapolis, and in the suburban communities of Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. Hennepin Healthcare has a large psychiatric program, home care, and operates a research institute, philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary corporation of Hennepin County.Equal Employment Opportunities: We believe equity is essential for optimal health outcomes and are committed to achieve 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. We are committed to bringing in individuals with new cultural perspectives to assist in creating a more equitable healthcare organization.JOB DETAILSDepartment: Connection CenterFTE: 1.00 (80 hours per pay period)Workdays: Monday - FridayShift(s): DaysShift Length: 8 hoursLocation: Remote*Applicants will need to be within a 100-mile radius of our downtown campus.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.The Connection Center is open Monday through Friday, 7:30 AM to 5:30 PM. Shifts will be based on the current business needs and staff seniority. The schedule will be decided following the 4-week training period. The training period will be scheduled on Monday through Friday, 8:00 AM to 5:00 PM, and will be held on campus for only 1 week.Individuals will need a quiet working environment, high-speed internet, fire alarm, and desk space. Hennepin Healthcare will supply computers, monitors, keyboard, mouse, and phone.Purpose of this position: Under general supervision, the Connection Advisor Outreach answers incoming calls and meets caller’s needs, confirms all patient demographic information is current and complete, verifies insurance information, schedules, cancels, or reschedules appointments for clinics or services using call center, electronic health record and departmental technology. Provides Outreach Services for assigned departments and programs, including but not limited to Centralized Referrals, Active Request Orders, Care Everywhere, and Discharge Appointments. Answers inquiries and questions, troubleshoots complex issues, and provides information. Promote patient and Provider satisfaction and advance the continuum of care.RESPONSIBILITIESAnswers assigned calls; prioritizes, screens, and/or redirects calls as needed. Answers questions, handles routine matters, and takes messagesSchedules, cancels, and reschedules appointments for patients/callers following standard work and departmental policies and proceduresHandles complex scheduling that often requires multiple appointments or with different providers and modalitiesObtains and accurately captures demographic and emergency contact information and patient’s health insurance information provided by the patient or callerAccurately completes multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and proceduresAssists with shadowing and mentoring newly onboarded Connection Advisor Associate, and Connection Advisor Intermediate and Senior team membersRecommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as neededCompletes training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and follows current best practicesCompletes all work assignments within the time allowedRequests and processes payments for co-pays, pre-pays, and outstanding balancesMeets all key performance and call quality standardsTransfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or Supervisor as neededPerforms other duties as assigned, but only after appropriate trainingThe Connection Advisor – Outreach performs the same duties as the Connection Advisor – Intermediate and Senior but is distinguished due to these additional functions:Supports all scheduling teams in the Connection Center by accepting overflow calls to ensure service level agreements are metMakes outreach calls to coordinate higher levels of care appointments for internal and outgoing referrals. Includes work queue management, coordination of multi-level services, providers, procedures, and care rooms to meet the needs of the care planAssists inpatient care units with hospital discharge and referral schedulingPartners with Clinics and Service departments to meet the clinical scheduling needs of the referral or orderUses Epic or Outlook communication tools for timely status updates to patients, Providers, and referring facilitiesEnters and creates a new patient record for incoming referral services to HHS accurately and efficiently. Prepares documents for transfer to the patient record using Epic scanning toolsWorks in EPIC work queues following standard work and departmental policies and proceduresHandles Care Everywhere incoming messages regarding outside patient care, messages, or referralsProcesses incoming automated referral messages through the Mitel ACD systemQUALIFICATIONSMinimum Qualifications:High School DiplomaTwo years data look-up/data entry experienceTwo years’ experience in customer service involving complex analytical problem-solving skillsOne year experience, a combination of Connection Advisor Associate, Connection Advisor Intermediate, and Senior positionsOne year of remote work experience-OR-An approved equivalent combination of education and experiencePreferred Qualifications:Two years of post-secondary educationHealthcare Call Center experienceWorking knowledge of Epic cadence, prelude, workqueues, Care Everywhere, and MyChartPatient registration experience1 month of experience in Connection Advisor – Senior PositionHospital and Outpatient Referral Coordinator experience.Knowledge/ Skills/ Abilities:Excellent organizational, analytical, critical thinking, and written and verbal communication skillsAbility to work cohesively, effectively, and respectfully with individuals from a variety of economic, social, and culturally diverse backgroundsAbility to work in a team environment as well as independentlyCritical thinking skills and ability to analyze situations quickly and escalate as neededAbility to exceed quality standards, including accuracy in patient registrations, scheduling, data entry, and customer service expectationsTechnical proficiency in basic computer skills and applications like Microsoft Office, Outlook, and softphonesBasic knowledge of medical terminology and health insuranceAbility to work in a fast-paced, highly structured, and continually changing environmentHigh level of attention to detailActive listening skillsAbility to work independently and remotelyAbility to become technically competent and are familiar with HHS’s computerized systems and ability basic troubleshooting that support operationsYou've made the right choice in considering Hennepin Healthcare for your employment. We offer 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 are driven to connect talented individuals with life-changing career opportunities, enabling you to provide exceptional care without exception. Thank you for considering Hennepin Healthcare as a future employer. Please Note: Offers of employment from Hennepin Healthcare are conditional and contingent upon successful clearance of all background checks and pre-employment requirements.Total Rewards Package:We offer a competitive pay rate based on your skills, licensure/certifications, education, experience related to this position, and internal equity.We provide an extensive benefits program that includes Medical; Dental; Vision; Life, Short and Long-term Term Disability Insurance; Retirement Funds; Paid Time Off; and Tuition reimbursement.For a complete list of our benefits, please visit our career site on why you should work for us.
