Customer Experience Representative - Orthopedics

Department: 16008775 Customer Exp Ctr Care Nav
Shift: Day/Evening (United States of America)
Hours: 40
Contract: Non-Union-NCT
Weekend Rotation: Occasional
Job Profile Summary: Allina Health is a not-for-profit health system that cares for individuals, families and communities throughout Minnesota and western Wisconsin. If you value putting patients first, consider a career at Allina Health. Our mission is to provide exceptional care as we prevent illness, restore health and provide comfort to all who entrust us with their care. This includes you and your loved ones. We are committed to providing whole person care, investing in your well-being, and enriching your career.

Job Description:

Performs basic and advanced scheduling and phone support with an emphasis on customer service to enhance the customer experience. Assists patient, clinical professionals and the general public with access to health care services.

Principle Responsibilities

• Provides patient access to systemwide services.
  • Identifies need of customer by using active listening skills.
  • Assists patient, clinical professionals and the general public with access to healthcare services.
  • Performs basic and advanced scheduling and phone support with an emphasis on customer service to enhance the customer experience.
  • May assist in discharge scheduling, specialty scheduling, managing work queues(referral, patient, insurance, orders) patient account support and precepting of co-workers.
  • May assist customers with systemwide navigation.
  • May provide systemwide paging services.
• Ensures data collection entries are accurate and complete.
  • System-wide registration processes are consistently followed to ensure accuracy.
  • May include data needed to page critical events.
  • May include creating telephone and triage encounters.
• Utilizes various computer systems to perform scheduling and registration process including an electronic medical record.
  • May utilizing digital platform tools.
  • May operate a multi-phone system.
• Other duties as assigned.

Required Qualifications

• Must be 18 years of age with education and/or experience needed to meet required principle competencies as listed on the job description

Preferred Qualifications

• High School/GED, Vocational, or Associates Degree
• Experience within the system contact center, appointment scheduling, and/or health care setting

Physical Demands

• Sedentary:
• Lifting weight up to 10 lbs. occasionally, negligible weight frequently

Additional Job Description:

• This position will support Orthopedic, Podiatry and Sports Medicine scheduling

• Knowledge of specialty service line scheduling helpful

• 1.0 FTE (80 hours per two-week pay period)

• 8-hour day and evening shifts

• Occasional weekends

Pay Range:

Pay Range: $22.04 to $30.01 per hour

The pay described reflects the base hiring pay range. Your starting rate would depend on a variety of factors including, but not limited to, your experience, education, and the union agreement (if applicable). Shift, weekend and/or other differentials may be available to increase your pay rate for certain shifts or work.

Benefit Summary:

Allina Health believes the best way to provide safe and compassionate care for our patients is by nurturing the passion of those who care for them. That’s why we devote extraordinary resources to help you grow and thrive — not only as a professional but also as a whole person. When you join our team, you have access to a wealth of valuable employee benefits that support the total well-being — mind, body, spirit and community — of you and your family members.

Allina Health is all in on your well-being. Because well-being means something different to everyone, our award-winning program provides you with the resources you need to help you navigate your personal journey. This includes up to $100 in well-being dollars, dedicated well-being navigators, and many programs, activities, articles, videos, personal coaching and tools to support you on your journey.

In addition, Allina Health offers employee resources groups (ERGs) - voluntary, employee-led groups that serve as a resource for members and organizations by fostering a diverse, inclusive workplace aligned with the organization's mission, values, goals, business practices, and objectives. Allina Health also engages employees in various community involvement and volunteering events.

Benefits include:

• Medical/Dental
• PTO/Time Away
• Retirement Savings Plans
• Life Insurance
• Short-term/Long-term Disability
• Paid Caregiver Leave
• Voluntary Benefits (vision, legal, critical illness)
• Tuition Reimbursement or Continuing Medical Education as applicable
• Student Loan Support Benefits to navigate the Federal Public Service Loan Forgiveness Program
• Allina Health is a 501(c)(3) eligible employer

Benefit eligibility/offerings are determined by FTE and if you are represented by a union.