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Hennepin County Medical Center Healthcare Call Center Scheduler in Minneapolis, Minnesota

Healthcare Call Center Scheduler (210238) SUMMARY This pipeline requisition is for opportunities in our Call 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 6 week training period will have a Monday through Friday 8:00am to 4:30pm schedule. Starting pay is $17.75 an hour and includes a comprehensive benefit package which includes a PERA organization match. This position is currently working remotely from home due to COVID. Working remote will start after the 6 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. Under general supervision, performs work in a patient services support position involving the use of computerized information systems to perform patient scheduling, registration and insurance verification, including collection, and coordination of care plans. RESPONSIBILITIES Responds to calls including patients, physicians, physicians' office staff, peers, and determines the urgency of the situation and then suggests appropriate referrals Answers the Patient Access Services telephone lines for department, prioritizes, screens, and redirects calls. Answers questions, handles routine matters and takes messages Schedules all appointments for patients on the computerized scheduling system and works with the manager and supervisor to meet these goals Confirms patient appointments and gives appropriate instructions by telephone or by mailing each patient a letter providing information about the test(s) and any necessary preparation, if scheduled appointment is more than three (3) days out Completes multiple types of outpatient registrations in a professional, accurate, customer-oriented and timely manner Maintains forms in all printers at all times, which may require lifting or carrying cases of forms Works with individual physician offices and their office managers/supervisors to obtain correct information for scheduling appointments Obtains information about patient's health insurance electronically through the payer websites, and/or by information provided by the patient from the insurance issued identification card Secures payment for services, contracts for payment, as well as refer patients for financial counseling or collections of account balances Calculates patient liabilities and works with patients to set-up payment plans or secures other means of payment prior to scheduling Assist patients and their families with billing and payment plans, and pre-payment service collections in order to increase cash flow Utilizes Search America and US Bank Navigation databases for eligibility verification, pre-authorizations, quotes for services and to review/update accounts Collects co-payments and/or pre-payments from patients at time of appointment scheduling Performs other duties as assigned, but only after appropriate training Qualifications QUALIFICATIONS Minimum Qualifications: 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 Knowledge of medical terminology and medical scheduling is preferred Preferred Qualifications: One year of post-secondary education Oral and written proficiency in English and Spanish Knowledge/ Skills/ Abilities: Ability to organize work under pressure Ability to type Strong written and oral communication skills Time management and sound decision-making skills Ability to work in a fast-paced, continually changing environment Basic knowledge of medical terminology Basic knowl