Role Description Assist and educate patients, providers, medical office staff, and/or Health system staff with accessing services, facilitating and resolving problems, understanding navigation questions. Consistently create an exceptional experience with each contact, via inbound and outbound calls, online chat, email, etc. Adheres to established procedure and quality guidelines in support of Patient Access Services Center performance indicators, as well as Corporate values and codes of excellence. - Analyzes, evaluates, resolves and responds to service inquiries from members, providers, employer groups, colleagues, agents, Elite agents (customers), and others within departmental guidelines. - Professional and pleasant interactions are ongoing expectations. - Partnering with internal and external resources, promptly provides customers with information and education concerning benefit clarification, eligibility requirements, verification, authorization, billing and claim status. - Promptly identifies and resolves or escalates customer concerns or complaints to achieve positive outcomes. - Places outbound welcome calls to members to educate them on their benefits as needed. - Assists walk-in members and agents if assigned by leadership. - Identifies potential trends or issues that impact health plan members and works with coworkers and leadership resources to suggest process improvements. - Assists customers with administrative issues, such as submitting enrollment record changes, providing letters explaining coverage or benefits, and obtaining and relaying certain member information to other departments as needed. - Facilitates claims resolution through follow-up on member calls and correspondence received to appropriate departments. - Effectively tracks and/or documents all service interactions with customers within appropriate systems according to guidelines. - Develops and maintains behaviors of productivity, availability to customers, and adherence to work schedule. - May be trained and then assigned to perform core scheduling duties for other service lines to meet fluctuating business demands. - Actively participates in safety initiatives and risk mitigating measures where appropriate and completes all position and unit safety related competencies and requirements on a timely basis. - Performs other duties as assigned. Qualifications - High School Diploma or equivalent (Required) - 1 year of relevant experience (Required) - Associate’s degree (Preferred) Requirements - As part of our hiring process, you may be invited to complete an initial screening using an AI‑enabled voice agent. This screening focuses on job‑related qualifications and is reviewed by our hiring team as one part of the overall evaluation process. - The voice agent provides the opportunity for applicants to respond at a time that works best for them. The voice agent works 24/7 - just like healthcare! Benefits - Comprehensive benefits package to meet your financial, health, and work/life balance goals. - On-demand pay program powered by Payactiv. - Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more! - Optional identity theft protection, home and auto insurance. - Traditional and Roth retirement options with service contribution and match savings. - Eligibility for benefits is determined by employment type and status.

Title: Healthcare Scheduling, Connection Advisor Associate (Remote), Bilingual Spanish Location: Minneapolis, MN, United States Remote Job Description: 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 Associate, Spanish 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 5:00 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 Associate serves as the first point of contact for incoming calls to the Connection Center. This role is responsible for meeting caller needs by confirming and updating patient demographic and insurance information, scheduling or modifying appointments, and documenting interactions using call center and electronic health record systems. The associate also responds to inquiries, troubleshoots basic issues, and provides accurate information while maintaining professionalism and composure in a fast-paced, high-volume environment. RESPONSIBILITIES: - 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 - 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 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's experience in a call center with an emphasis in customer service/medical industry - One year of remote work experience - Bilingual Spanish - OR- - An approved equivalent combination of education and experience Preferred Qualifications: - One year of post-secondary education - Healthcare Call Center experience - Patient registration experience 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 - 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

• Process sales orders across all channels (Telus, AT&T, Direct) with accuracy and efficiency • Ensure all order queues are reviewed and actioned daily • Provision hardware and services to customer accounts correctly and on time • Manage open cases, ensuring they meet established completion KPIs • Support team members in resolving and closing cases when needed • Collaborate with internal teams (Technical Support, ERMs, Customer Success) to resolve inquiries and issues • Build and maintain strong relationships with channel partners and sales teams • Conduct weekly follow-ups on pending orders and open cases • Ensure all sales orders are processed by close of business on the last business day of each month

• Conduct outbound phone calls to check in on patients and address health concerns (expected call volume ranges from 70 to 90 calls per day) • Handle inbound phone calls and route appropriately based on clinical urgency • Route non-clinical inbound calls to the appropriate departments across the company • Monitor and respond to Remote Patient Monitoring (RPM) alerts, escalating concerns when clinically indicated • Collaborate with providers to coordinate timely and effective patient care • Perform monthly wellness assessments and complete comprehensive chart reviews • Accurately document all patient interactions in our clinical platform in real time • Consistently meet or exceed individual and team performance metrics related to care quality, patient engagement, response times, and adherence to protocol standards • Maintain compliance with company policies and applicable regulations • Perform other duties as assigned