Department: 16008774 Customer Experience Center HOS
Shift: Day/Evening (United States of America)
Hours: 40
Contract: Non-Union
Weekend Rotation: Occasional
Job Profile Summary: 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.
Job Description:

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.

Job Requirements

• High School or GED required and
• Associate's or Vocational degree preferred
• 2 to 5 years of customer service experience required and
• Less than 2 years of experience in health care setting required and
• Less than 2 years of appointment scheduling experience required and
• Less than 2 years of intradepartmental experience preferred

Leadership Capabilities

• See the Big Picture: Know where we are going as an organization. Use sound judgement and critical thinking to make good decisions that support our mission.
  • I know where Allina is going and how my role fits into this picture
  • I capture important lessons and share them to foster innovation
  • I am good at anticipating the implications of my decisions
  • I understand and apply the disciplines of continuous improvement
• Inspire Greatness: Inspire others by connecting their purpose to the broader mission. Lead others through change and celebrate success.
  • I help my team connect to the broader mission
  • I see and fulfill my role in motivating the team around me
  • I celebrate success and help my partners see what is possible with change
  • I call out and address unexpected roadblocks or problems
• Foster Learning and Growth: Role model growth, ongoing development and self-care. Empower, coach and encourage others to be at their best selves.
  • I role-model self-care and ongoing development
  • I share my knowledge and coach others to foster growth and success
  • I demonstrate enthusiasm for learning
  • I candidly advocate for the resources I need
  • I support my colleagues in their development and growth
• Deliver Excellence: Set and align clear goals, measure results, and continually improve safety, quality, experience, and innovation.
  • I take ownership of outcomes and fulfillment of goals
  • I facilitate adjustments to assure positive results
  • I work with a sense of urgency, concern and determination
  • I use well-grounded approaches to create sustainable solutions repeatedly
  • I engage and foster improvements to impact safety, quality, and efficiency
• Succeed Together: Connect with others authentically. Recognize the value of each individual and seek diverse points of view. Collaborate to succeed together.
  • I consider how decisions might impact my colleagues
  • I am generous in my commitment to supporting the needs of my partners
  • I respect others’ opinions, praise good work and encourage all team members to be involved
  • I seek common ground and work to create mutually beneficial outcomes

Functional Competencies

• Communication Skills: Advanced communication skills involving complicated topics.
• Functional Knowledge: Understands his/her discpline and good conceptualization of processes.

Physical Demands
Sedentary: Lifting weight Up to 10 lbs. occasionally, negligible weight frequently

Additional Job Description:

Shift Scheduling:

• The CEC is a 24/7/365 facility with variable schedules that can start between 7:00 AM and 2:00 PM.

Training Requirements:

• Training for this position is Full-Time for the first 8 weeks, after which you will be assigned your regularly scheduled shift.
• Training will be M-F from 8:00 AM - 4:30 PM