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Minnesota Visiting Nurse Agency Healthcare Call Center Scheduler in Minneapolis, Minnesota

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 _ _ 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 knowledge of medical insurance theory * Knowledge of all software and hardware computerized equipment used by the Patient Access Services Department

Title: Healthcare Call Center Scheduler

Location: MN-Minneapolis-Downtown Campus

Requisition ID: 202256