<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:" open="" sans",="" "segoe="" ui",="" frutiger,="" "frutiger="" linotype",="" "dejavu="" "helvetica="" neue",="" arial,="" sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px="" 0px="" 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"=""><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;"><strong><u>SUMMARY:</u></strong></span></p><p class="MsoNormal" style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:" open="" sans",="" "segoe="" ui",="" frutiger,="" "frutiger="" linotype",="" "dejavu="" "helvetica="" neue",="" arial,="" sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px="" 0px="" 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"=""><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">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.<o:p></o:p></span></p><p class="MsoNormal" style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:" open="" sans",="" "segoe="" ui",="" frutiger,="" "frutiger="" linotype",="" "dejavu="" "helvetica="" neue",="" arial,="" sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px="" 0px="" 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"=""><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">We are currently seeking a <strong>Connection Advisor Intermediate</strong> to join our Connection Center team. This Full-Time role (80 hours per pay period) will primarily work remotely (days). 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.<o:p></o:p></span></p><p class="MsoNormal" style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:" open="" sans",="" "segoe="" ui",="" frutiger,="" "frutiger="" linotype",="" "dejavu="" "helvetica="" neue",="" arial,="" sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px="" 0px="" 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"=""><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;"><i>Working remotely will start after the training period has been completed. 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. <strong>Employees will need to be within 100-mile radius of our downtown campus.</strong></i><o:p></o:p></span></p><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:" open="" sans",="" "segoe="" ui",="" frutiger,="" "frutiger="" linotype",="" "dejavu="" "helvetica="" neue",="" arial,="" sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px="" 0px="" 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"=""><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;"><strong>Purpose of this position:</strong> Under general supervision, the Connection Advisor Intermediate 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 assigned clinic or services using call center, electronic health record and department technology.<span> </span>Answers inquiries and questions, troubleshoots basic and more complex issues and provides information as needed.</span></p><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:" open="" sans",="" "segoe="" ui",="" frutiger,="" "frutiger="" linotype",="" "dejavu="" "helvetica="" neue",="" arial,="" sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px="" 0px="" 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"=""><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;"><strong><u>RESPONSIBILITIES:</u></strong></span></p><ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:" open="" sans",="" "segoe="" ui",="" frutiger,="" "frutiger="" linotype",="" "dejavu="" "helvetica="" neue",="" arial,="" sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:12px="" 0px;orphans:2;padding:0px="" 0px="" 20px;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"=""><li style="font-family:Arial;line-height:1.25;"><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">Answers assigned calls; prioritizes, screens, and/or redirects calls as needed. Answers questions, handles routine matters, and takes messages</span></li><li style="font-family:Arial;line-height:1.25;"><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">Schedules, cancels, and reschedules appointments for patients/callers following standard work and departmental policies and procedures</span></li><li style="font-family:Arial;line-height:1.25;"><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">Handles complex scheduling that often requires multiple appointments or with different providers and modalities</span></li><li style="font-family:Arial;line-height:1.25;"><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">Obtains and accurately captures demographic and emergency contact information and patient’s health insurance information provided by the patient or caller</span></li><li style="font-family:Arial;line-height:1.25;"><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">Accurately completes multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and procedures</span></li><li style="font-family:Arial;line-height:1.25;"><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">Assists with shadowing and mentoring newly onboarded Connection Advisor Associate and Connection Advisor Intermediate team members</span></li><li style="font-family:Arial;line-height:1.25;"><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">Recommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as needed</span></li><li style="font-family:Arial;line-height:1.25;"><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">Completes training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and follows current best practices</span></li><li style="font-family:Arial;line-height:1.25;"><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">Completes all work assignments within the time allowed</span></li><li style="font-family:Arial;line-height:1.25;"><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">Requests and processes payments for co-pays, pre-pays, and outstanding balances</span></li><li style="font-family:Arial;line-height:1.25;"><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">Meets all key performance and call quality standards</span></li><li style="font-family:Arial;line-height:1.25;"><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">Transfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or Supervisor as needed</span></li><li style="font-family:Arial;line-height:1.25;"><span style="color:black;font-family:Verdana, Geneva, sans-serif;font-size:14px;">Performs other duties as assigned, but only after appropriate training</span></li></ul><br><br><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:" open="" sans",="" "segoe="" ui",="" frutiger,="" "frutiger="" linotype",="" "dejavu="" "helvetica="" neue",="" arial,="" sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px="" 0px="" 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"=""><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;"><strong><u>QUALIFICATIONS:</u></strong></span><br><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;"><i><strong>Minimum Qualifications:</strong></i></span></p><ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:" open="" sans",="" "segoe="" ui",="" frutiger,="" "frutiger="" linotype",="" "dejavu="" "helvetica="" neue",="" arial,="" sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:12px="" 0px;orphans:2;padding:0px="" 0px="" 20px;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"=""><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">High School Diploma</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">One year data look-up/data entry experience </span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Two years’ experience in customer service involving complex analytical problem-solving skills</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">One year experience in a call center with emphasis in a customer service/medical industry</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">6 months of Connection Advisor Associate experience or specialized clinic operational experience</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">One year of remote work experience</span></li></ul><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Arial;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">-OR-</span></p><ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:" open="" sans",="" "segoe="" ui",="" frutiger,="" "frutiger="" linotype",="" "dejavu="" "helvetica="" neue",="" arial,="" sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:12px="" 0px;orphans:2;padding:0px="" 0px="" 20px;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"=""><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">An approved equivalent combination of education and experience</span></li></ul><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:" open="" sans",="" "segoe="" ui",="" frutiger,="" "frutiger="" linotype",="" "dejavu="" "helvetica="" neue",="" arial,="" sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px="" 0px="" 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"=""><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;"><i><strong>Preferred Qualifications:</strong></i></span></p><ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:" open="" sans",="" "segoe="" ui",="" frutiger,="" "frutiger="" linotype",="" "dejavu="" "helvetica="" neue",="" arial,="" sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:12px="" 0px;orphans:2;padding:0px="" 0px="" 20px;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"=""><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">One year of post-secondary education</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Healthcare Call Center experience</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Working knowledge of Epic cadence and prelude</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Patient registration experience</span></li></ul><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:" open="" sans",="" "segoe="" ui",="" frutiger,="" "frutiger="" linotype",="" "dejavu="" "helvetica="" neue",="" arial,="" sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px="" 0px="" 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"=""><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;"><i><strong>Knowledge/ Skills/ Abilities:</strong></i></span></p><ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:" open="" sans",="" "segoe="" ui",="" frutiger,="" "frutiger="" linotype",="" "dejavu="" "helvetica="" neue",="" arial,="" sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:12px="" 0px;orphans:2;padding:0px="" 0px="" 20px;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"=""><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Excellent organizational, analytical, critical thinking, and written and verbal communication skills</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Ability to work cohesively, effectively, and respectfully with individuals from a variety of economic, social, and culturally diverse backgrounds</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Ability to work in a team environment as well as independently</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Critical thinking skills and ability to analyze situations quickly and escalate as needed</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Ability to exceed quality standards, including accuracy in patient registrations, scheduling, data entry, and customer service expectations</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Technical proficiency in basic computer skills and applications like Microsoft Office, Outlook, and softphones</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Basic knowledge of medical terminology and health insurance</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Ability to work in a fast-paced, highly structured, and continually changing environment</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">High level of attention to detail</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Active listening skills</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Ability to work independently and remotely</span></li><li style="font-family:Arial;line-height:1.25;"><span style="font-family:Verdana, Geneva, sans-serif;font-size:14px;">Ability to become technically competent and are familiar with HHS’s computerized systems and ability basic troubleshooting that support operations</span></li></ul>
