Customer Experience Representative Senior

Number of Job Openings Available:

1

Date Posted:

October 02, 2024

Department:

16008775 Customer Exp Ctr Care Nav

Shift:

Day/Evening (United States of America)

Shift Length:

8 hour shift

Hours Per Week:

40

Union Contract:

Non-Union

Weekend Rotation:

Occasional

Job 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.

Key Position Details:

• This position will support the Customer Experience Center which is open 24/7/365 days a year.

   

• Options to work on site at the Coon Rapids location, Commons location, or work from home after the training period is completed. Performance competencies must be meeting expectations.  

• Full Time (80 hours every two weeks), Benefit Eligible
• Paid Training: Monday- Friday
• Variable start (7am-11:30am)/ End times (3:30pm-8pm)
• Two consecutive days off per work week. 
• Candidates must be flexible to meet business needs.
• Public transportation options are available.

• This is a patient experience advocate position with an emphasis on service recovery. Communication skills, listening skills, problem solving skills, and the ability to demonstrate compassion are required.

Job Description:

Performs coordinated complex scheduling support with an emphasis on customer service to enhance the customer experience. Assists patients and clinical professionals by providing resources to complex orders based advanced scheduling, registration and prior authorization.

Principle Responsibilities

• Provides scheduling support for procedural and orders-based services.
  • Performs coordinated complex scheduling support with an emphasis on customer service to enhance the customer experience.
  • Assists patients and clinical professionals by coordinating access to complex hospital, clinic, specialty service scheduling, registration or prior authorizations.
  • Coordinates all post discharge outpatient services ordered by health care team.
• Ensures data collection entries are accurate and complete.
  • Obtains prior authorization for high-tech imaging procedures by utilizing web based portals and phone contacts.
  • Scanning clinical document (orders and related clinical information, referrals, prior authorization approvals, etc.) into chart.
• Utilizes various computer systems to perform scheduling and registration process including an electronic medical record.
  • Performs patient chart research and documentation evaluating and enters orders based on protocols.
  • May utilize digital platform tools.
  • May operate a multi-phone system.
  • May access other health system portals.
• Other duties as assigned.

Required Qualifications

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

Preferred Qualifications

• High school diploma or GED
• Associate's or Vocational degree
• Experience in health care setting
• Experience with scheduling in Epic

Physical Demands

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