Customer Experience Representative

Principle Responsibilities

• Provides patient access to systemwide services.
• Identifies needs of customers by using active listening skills.
• Affords assistance to patients, clinical professionals, and the general public with access to healthcare services.
• Performs basic and advanced scheduling and phone support with a focus on customer service to enhance the customer experience.
• Might assist in discharge scheduling, specialty scheduling, managing work queues (referrals, patient, insurance, orders), patient account support, and precepting of coworkers.
• Might offer systemwide navigation assistance.
• Might provide systemwide paging services.
• Ensures data collection entries are accurate and complete.
• Safeguards system-wide registration processes to ensure accuracy.
• Might include data needed to page critical events.
• Might include creating telephone and triage encounters.
• Utilizes various computer systems to perform scheduling and registration processes, including an electronic medical record.
• Might utilize digital platform tools.
• Might operate a multi-phone system.

Required Qualifications

• Must be 16 years of age with education and/or experience needed to meet required principle competencies as listed on the job description.
• Experience within the Allina Health Customer Experience Center, appointment scheduling, and/or health care setting.
• Preferred qualifications include a High School/GED, Vocational, or Associates Degree.
• Physical Demands: Sedentary: lifting weight up to 10 lbs. occasionally, negligible weight frequently.
• Specialty Service Areas: Include Orthopedics, Women’s Health, Mental Health and Addiction Rehab, Medicine, Spine & Pain, Home Community Services, and a focus on advanced referral scheduling.
• Four positions available: 1.0 FTE (80 hours per two-week pay period), 8-hour day and evening shifts, occasional weekends.
• Pay Range: $22.04 to $30.01 per hour.

Benefits

• Medical/Dental PTO/Time Away
• Retirement Savings Plans
• Life Insurance
• Short-term/Long-term Disability
• Voluntary Benefits (vision, legal, critical illness)
• Tuition Reimbursement or Continuing Medical Education as applicable
• Student Loan Support
• Employee Resources Groups (ERGs)
• Community involvement and volunteering events
• Well-being dollars, dedicated well-being navigators, and various programs, activities, articles, videos, personal coaching, and tools to support personal journey
• Navigating the Federal Public Service Loan Forgiveness Program