Hospital Prog Call Center Rep

About the Organization

Children’s Minnesota is one of the largest pediatric health systems in the United States and the only health system in Minnesota to provide care exclusively to children, from before birth through young adulthood. An independent and not-for-profit system since 1924, Children’s Minnesota serves kids throughout the Upper Midwest at two free-standing hospitals, nine primary care clinics, multiple specialty clinics, and seven rehabilitation sites. As The Kids Experts™ in the region, Children’s Minnesota is regularly ranked by U.S. News & World Report as a top children’s hospital.

Children’s Minnesota is proud to be recognized by Modern Healthcare as one of 2023’s Top Diversity Leaders, honoring organizations influencing public policy, care delivery, and promoting diversity, equity, and inclusion.

About the Role

This position is responsible for answering telephone calls; providing personalized, seamless service to physician callers; responding to inquiries with expert knowledge of physicians, services, and programs; and working with internal departments of affiliated entities to draft best practices for routing and responding to physician callers. The role involves prioritizing complex and emergent situations and may require accessing 3-4 software systems within a single call. The incumbent will also participate in staff training and act as a resource for co-workers when necessary.

Responsibilities

• Answer telephone calls and provide personalized, seamless service to physician callers.
• Respond to inquiries with expert knowledge of physicians, services, and programs.
• Work with internal departments to draft best practices for routing and responding to physician callers.
• Prioritize complex and emergent situations.
• Access 3-4 software systems within one call as needed.
• Participate in staff training and act as a resource for co-workers.
• Demonstrate a forward-thinking approach to improving processes, tools, and resources for healthcare providers and clients.

Requirements

• Two to three years of customer service experience.
• Strong basic computer and keyboarding skills.
• Demonstrated excellent written, verbal, and interpersonal communication skills.
• Pleasant telephone voice and helpful manner.
• Ability to work effectively with minimum supervision while understanding role as part of a team.
• Strong interpersonal communication skills, including excellent problem-solving and follow-up skills.
• Proven analytical skills with the ability to identify problems and initiate solutions.
• Knowledge of general computer software, including Microsoft Office.

Preferred Qualifications

• Telephone-based customer service experience.
• Fluid knowledge of common medical and hospital terminology.
• Experience working in a fast-paced healthcare environment, preferably including clinician interaction.
• Knowledge of specialty software, including Infinity, E-Centaurus, Cerner, and/or AMiON.

Physical Demands

Refer to the Physical Demands document for details.

Pay

The posted salary represents a market-competitive range based on benchmark data for similar roles in the local or national market. Annual salaries are based on full-time employment (40 standard hours per week) and will be prorated for part-time positions. Individual pay rates consider market indicators, skills, education, training, credentials, experience, internal equity, and organizational needs.

Benefits

In addition to salary, this position may be eligible for medical, dental, vision, retirement, and other fringe benefits. Positions requiring night, weekend, or on-call work may be eligible for shift differentials or premium pay.