Call Center Representative

We are currently looking for a full-time Call Center Representative to join our call center. Onsite for first 6 months with option to work from home after that.

Job Description:

The position is generally the first point of contact for a patient and is responsible for providing an excellent customer service experience. The Call Center Representative is responsible for scheduling appointments, routing patient communications, and assisting with patient questions. This position is expected to support the mission, goals and objectives of the HealthPartners organization. 

• Answer incoming calls to the facility
• Greet each caller with a warm welcome and introduce yourself
• Accurately schedules patients using the Decision Tree
• Confirm arrival time, appt time, and any other applicable patient instructions
• Pre-Register patients by verifying demographics and insurance coverage utilizing the insurance grid
• Look for existing orders and link them to the appointment
• Place outgoing calls to patients from waitlist, recall, referral work queues, in-basket, reschedules, Pre-Visit Planning, and other contact requests as needed
• Receive and route incoming patient messages
• Create, update, and route telephone encounters per HP Process Standards using the appropriate dot phrase
• Relay care team messages to patients when applicable
• Monitor and route incoming Right Fax paperwork
• Completes all other duties as assigned

Required Qualifications:

• High School graduate or equivalent
• Excellent customer service skills.
• Ability to interact positively with people from various cultures and backgrounds.
• Must successfully complete all training programs during introductory period.
• Excellent verbal and written communication skills.
• Ability to work in a call center with high call volumes and multiple distractions.
• Experience in a customer service setting

Preferred Qualifications:

• 2-year degree in related studies; and/or equivalent experience.
• Minimum one year experience in a hospital or medical clinic setting or equivalent.
• Electronic Medical Record or EPIC system experience
• Knowledge of medical terminology
• Keyboarding skills
• Experience with Microsoft products, Word, Excel, Outlook, etc

At HealthPartners we believe in the power of good – good deeds and good people working together. As part of our team, you’ll find an inclusive environment that encourages new ways of thinking, celebrates differences, and recognizes hard work.

We’re a nonprofit, integrated health care organization, providing health insurance in six states and high-quality care at more than 90 locations, including hospitals and clinics in Minnesota and Wisconsin. We bring together research and education through HealthPartners Institute, training medical professionals across the region and conducting innovative research that improve lives around the world.

At HealthPartners, everyone is welcome, included and valued. We’re working together to increase diversity and inclusion in our workplace, advance health equity in care and coverage, and partner with the community as advocates for change.

Benefits Designed to Support Your Total Health

As a HealthPartners colleague, we’re committed to nurturing your diverse talents, valuing your dedication, and supporting your work-life balance. We offer a comprehensive range of benefits to support every aspect of your life, including health, time off, retirement planning, and continuous learning opportunities. Our goal is to help you thrive physically, mentally, emotionally, and financially, so you can continue delivering exceptional care.

Join us in our mission to improve the health and well-being of our patients, members, and communities.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identify, status as a veteran and basis of disability or any other federal, state or local protected class.

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