• Consistently exceed all customer expectations. • Respond to incoming inquiries on orders, product, and pricing with a focus on First Call Resolution. • Resolve all customer complaints/issues with a sense of urgency. • Multi-task across multiple platforms and conversations, prioritizing phone calls. • Thorough communication with internal partners and customers.

• Receive, research, document, and resolve inbound inquiries efficiently and accurately. • Process high volume, time-sensitive transactions accurately, with attention to detail. • Maintain accurate and detailed documentation of all interactions in policy and filing systems. • Explain insurance terms such as endorsements, billing changes and information, and policy changes in a clear, professional manner. • Route claims, risk management, and coverage inquiries to the appropriate departments. • Meet or exceed call center performance metrics including quality, accuracy, and productivity standards. • Ensure all processing activities are accurately completed • Perform other assignments as requested and directed by management

• Handle inbound customer queries via email, chat, and phone • Provide support with hosting services, domains, websites, and email setup • Assist with billing inquiries and account-related issues • Troubleshoot basic technical and account problems • Maintain accurate records in internal systems • Resolve complaints and ensure high levels of customer satisfaction • Identify opportunities for upselling, renewals, and add-on services • Deliver an excellent customer experience with a commercial mindset.

SUMMARY 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. We are currently seeking a Connection Advisor Intermediate 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 5:30 PM, and will be held on campus for only 1 week. 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. Employees will need to be within 100-mile radius of our downtown campus. Purpose of this position: 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. Answers inquiries and questions, troubleshoots basic and more complex issues and provides information as needed. RESPONSIBILITIES - Answers assigned calls for more complex clinics and services; prioritizes, screens, and/or redirects calls as needed. Answers questions, handles routine matters and takes messages. - Schedules, cancels and reschedules appointments for patients 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 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 QUALIFICATIONS Minimum Qualifications: - High School Diploma - 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 - 6 months of Connection Advisor Associate experience or specialized clinic operational experience - One year of remote work experience -OR- - An approved equivalent combination of education and experience Preferred Qualifications: - One year of post-secondary education - Healthcare Call Center experience - Working knowledge of Epic cadence and prelude - Patient registration experience - Bilingual Knowledge/Skills/Abilities: - Excellent organizational, analytical, critical thinking, and written and verbal communication skills - Ability to work cohesively, effectively, and respectfully with individuals from a variety of economic, social, and culturally diverse backgrounds - Ability to work in a team environment as well as independently - Critical thinking skills and ability to analyze situations quickly and escalate as needed - Ability to exceed quality standards, including accuracy in patient registrations, scheduling, data entry, and customer service expectations - Technical proficiency in basic computer skills and applications like Microsoft Office, Outlook, and softphones - Basic knowledge of medical terminology and health insurance - Ability to work in a fast-paced, highly structured, and continually changing environment - High level of attention to detail - Active listening skills - Ability to work independently and remotely - Ability to become technically competent and are familiar with HHS’s computerized systems and ability basic troubleshooting that support operations