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Remote Customer Service Representative

Robbinsdale, MN

About this position

The Customer Service Representative provides excellent customer service to North Memorial customers and staff, in a call-center like environment. The Customer Service Representative works as a member of the clinic care team by managing phone contact to provide customers with proficient, customer-centered services that meets or exceeds expectations. The Customer Service Representative is accountable for various functions related to the efficient operation of registration, scheduling, and call routing/navigating. Proactive problem solving in order to ensure One Call One Resolution or soft handoff when appropriate.

Remote/Work from home

This position is eligible to be done remotely after on-site training has been completed. North Memorial Health will provide the technology needed to work off-site. A reliable internet connection will be required as well as the expectation you will be working from a quiet, conducive work environment. 

What we’ll expect from you

• Directs customers to North Memorial based facilities and services as appropriate, i.e. Urgent Care, Urgency Center, Specialty Services, Express Clinics.
• Directs, encourages and educates customers on the use of other access points, i.e. MyChart, Online Appointment scheduling, Text and Chat, Zipnosis.
• Completes accurate scheduling and registrations in Epic for all customers.
• Facilitates communication between the medical staff and outside resources, e.g. referring physicians, outreach, home care and hospice.
• Maintains appointment schedules for providers and other various non-provider treatment schedules.
• Works with customers on their preferred appointment times, communication and language.
• Coordinates provider schedules appropriate to their preferences in Epic
• Watches/monitors health maintenance alerts and makes customers aware.
• Prints letters as requested from Epic.
• Runs workbench/worklist reports in Epic (i.e. reschedule list, wait list, interpreter schedule worklist).
• Works Epic WorkQueues (i.e. Pre-Registration WQ, Epicare Link Scheduling).
• Coordinates online appointment requests.
• Accepts other duties as assigned to promote the accomplishment of organizational goals.
• The team member is accountable to demonstrate proficiency for the skills outlined in the appropriate position skills list.
• The team member is accountable to maintain skill proficiency, including improvement where deemed necessary, and upgrading any additional or new skills on the appropriate position skills list. • Recognizes and complies with legal, regulatory, accrediting and procedural requirements related to area of responsibility.
• Understands and follows principles and standards as outlined in North Memorial's Corporate Code of Conduct.
• Protects customer and team member privacy and only accesses customer and/or team member related information as needed to perform job duties.
• Reports violations or areas of concern to supervisor or Corporate Compliance Officer via established methods of communication.

• Understands and follows principles and standards as outlined in North Memorial's Corporate Code of Conduct.
• Protects customer and team member privacy and only accesses customer and/or team member related information as needed to perform job duties.
• Reports violations or areas of concern to supervisor or Corporate Compliance Officer via established methods of communication.
• Recognizes and complies with legal, regulatory, accrediting and procedural requirements related to area of responsibility.
• Understands and follows principles and standards as outlined in North Memorial's Corporate Code of Conduct.
• Protects customer and team member privacy and only accesses customer and/or team member related information as needed to perform job duties.
• Reports violations or areas of concern to supervisor or Corporate Compliance Officer via established methods of communication.

Interested? Here are our requirements

Education

• High School diploma or equivalent (GED) preferred.   

Experience, Knowledge, Skills, Abilities 

• 1 year customer service experience required.
• Minimum of 6 months scheduling experience and/or registration experience preferred.
• Call center experience preferred. • Ability to multi-task.
• Demonstrated experience in health care setting.
• Understanding of HIPAA required.
• Independent problem solving skills.
• Skilled in MS Office products.      

 

 

 

    

Posting Date:


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EEO/AA STATEMENT

North Memorial Health is an equal employment and affirmative action employer. North Memorial Health does not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, genetic information, marital status, veteran status, sexual orientation, gender identity, creed, status with respect to public assistance, or other protected class status. North Memorial Health provides reasonable accommodation to disabled applicants and employees and takes affirmative action to ensure that applicants are employed, and that employees are treated during employment, without regard to protected class status. If you believe that you have been treated in a way that does not conform to these statements, please contact Allison Gibbons, Manager, Talent Acquisition at 763-581-2993. If you need a reasonable accommodation, due to a disability, or to assist with the application process, please contact Human Resources at 763-581-2963.


INSPECTION OF AAP
North Memorial Health is a Federal government contractor or subcontractor.
As a part of our obligations under law, we must develop a written Affirmative Action Program for Individuals with Disabilities and Protected Veterans, as specified by law (AAP).
This AAP is available for inspection by applicants and employees in the Human Resources Office during normal business hours.
Link to Policy



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North Memorial Health has always provided an equal opportunity for me to excel within this organization while pursuing a passion to help others with the support of a true team!Robert, North Memorial Health Pharmacy Technician

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