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Fairview Health Services HealthCare Customer Service Representative in Saint Paul, Minnesota


The Patient Transfer Specialist will coordinate preplanned and in-time inpatient admissions and transfers to ensure smooth flow for the patient, staff and units. They will enter demographic patient information into the electronic health record, as well as transfers and discharges in a timely and accurate manner. They will facilitate communication, admission and consultation aspects for physicians whileanswering phone lines dedicated to physicians accessing M Health Fairview services. They will assist all callers with the highest quality of customer service while facilitating multiple calls simultaneously.

This position is 56 hours every two weeks and is benefit eligible.

Shift : Evening

Schedule: 5:00pm - 1:30AM

Responsibilities/Job Description

Receives Incoming Admissions:

  • Answers direct emergency admission line for M Health Fairview, collects and enters needed information into Epic, organizing and prioritizing as appropriate. Utilizes critical thinking skills for best outcome.

  • Coordinates emergency inpatient admissions to acute care units from external sources.

  • Coordinates same day inpatient admissions to acute care units from internal and external sources.

  • Coordinates internal and external physician-to-physician phone consultations.

  • Conferences RN Patient Placement, accepting physician, and sending physician to collect appropriate data, and under the direction of the Patient Placement Manager, appropriately places the patient on the correct floor according to clinical service or acuity.

  • Communicates admissions to patient care units and to referring site.

Facilitates Scheduled Inpatient Admissions:

  • Accurately gathers relevant patient demographic and clinical information to facilitate scheduled inpatient admissions to appropriate unit based on established clinical protocols.

  • Enters data into Epic to alert financial reps and units of upcoming admissions.

Coordinates Transfers and Discharges:

  • Coordinates internal unit-to-unit transfers, hospital to hospital transfers and discharges.

  • Assists unit staff with environmental service requests and entries into Epic system including admissions, unit to unit transfers, updates and discharges in a timely and accurate manner.

Facilitates Inpatient Consultations:

  • Facilitates communication, admission and consultation aspects for physicians.

  • Exhibits ability to multitask, prioritize, organize, critically think and make decisions.

Universal Competencies:

Demonstrates Commitment to Customers:

  • Is aware of different customer needs/desires.

  • Takes action to meet customer needs/desires with respect to customer diversity.

  • Helps improve processes to meet customer needs.

  • Suggests and acts on ideas to improve overall customer service.

  • Respects confidentiality and shares information with only those that need to know.

Demonstrates Commitment to Fellow Employees:

  • Seeks to understand and value differences between employees.

  • Treats other employees with dignity and respect.

  • Demonstrates open, honest communication and behavior.

  • Resolves conflict in a positive manner.

  • Contributes to the productivity of the workgroup.

Demonstrates Commitment to Fairview:

  • Lives the values of dignity, integrity, service, compassion, and innovation

  • Supports the mission/vision.

  • Speaks positively about Fairview and Health East.

  • Chooses to make Fairview and Health East a better place.

Organization Expectations, as Applicable:

  • Demonstrates ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served

  • Partners with patient care giver in care/decision making.

  • Communicates in a respective manner.

  • Ensures a safe, secure environment.

  • Individualizes plan of care to meet patient needs.

  • Modifies clinical interventions based on population served.

  • Provides patient education based on as assessment of learning needs of patient/care giver.

  • Fulfills all organizational requirements

  • Completes all required learning relevant to the role

  • Complies with and maintains knowledge of all relevant laws, regulation, policies, procedures and standards.

  • Fosters a culture of improvement, efficiency and innovative thinking.

  • Performs other duties as assigned




  • High School Diploma


  • 1-2 years in hospital customer service setting (HUC, Admissions, Scheduling)



  • HealthCare related AA


  • Patient placement experience in a fast-paced call center environment.

Additional Requirements :

Able to sit for extended periods of time, perform repetitive motion of wrists, hands and fingers, auditory and acuity to utilize telephone system, visual acuity to read and able to read, write, speak and understand English.

Strong computers skills and typing skills required. Must have excellent interpersonal, organizational, decision making, multi-tasking and verbal/written communication skills. Must be able to effectively deal with stress.

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Fairview Health Services ( is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Fairview is one of the most comprehensive and geographically accessible systems in the state, with 12 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area and north-central Minnesota.

Its broad continuum also includes 56 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership with the University of Minnesota, Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.

EEO/AA Employer/Vet/Disabled All qualified applicants will receive consideration without regard to any lawfully protected status.

Job Locations US-MN-Saint Paul

Requisition Post Information* : Posted Date 1 week ago (11/20/2020 12:21 PM)

Requisition ID 2020-63779

Profession Non-Clinical Support Staff

Speciality Administrative/Clerical/Customer Service

Location Midway Corporate Campus

Shift evening

Hours per 2 weeks 56

Department Patient Placement Center