Be Well Pharmacy

• Answers assigned calls; prioritizes, screens, and/or redirects calls as needed. • Answers questions, handles routine matters, and takes messages • Schedules, cancels, and reschedules appointments for patients/callers following standard work and departmental policies and procedures • Handles complex scheduling that often requires multiple appointments or with different providers and modalities • Obtains and accurately captures demographic and emergency contact information and patient’s health insurance information provided by the patient or caller • Accurately completes multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and procedures • Assists with shadowing and mentoring newly onboarded Connection Advisor Associate and Connection Advisor Intermediate team members • Recommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as needed • Completes training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and follows current best practices • Completes all work assignments within the time allowed • Requests and processes payments for co-pays, pre-pays, and outstanding balances • Meets all key performance and call quality standards • Transfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or Supervisor as needed • Performs other duties as assigned, but only after appropriate training

• 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 • Provides Outreach Services for assigned departments and programs • Answers inquiries and questions, troubleshoots complex issues • Completes all work assignments within the time allowed • Requests and processes payments for co-pays, pre-pays, and outstanding balances