Customer Service Representative - Full-time / Part-time

The Patient Access Services Center is the entry way into all of HCMC's clinics. It is a call center environment located in the lower level of HCMC in downtown Minneapolis. The patient access service specialist is responsible for receiving between 50-80 inbound phone calls per day where each call with average approximately 6 minutes in duration. The calls are coming in from patients intending to schedule appointments for primary doctor visits at any of the 33+ HCMC clinics. Scheduling includes patient registration which is when they will be obtaining demographic and insurance information. The representative will have to use HCMC electronic health record, EPIC, for scheduling. Additionally, the representative must be comfortable navigating dual monitors and an internal intranet called InfoOne, which provides rules and guidelines for how to schedule appointments for specific clinics and doctors. The representative may be answering any and all calls directed towards the clinic including triage calls to the nurse line. A call would be triage to the nurse line if a patient describes symptoms that may need immediate assistance based on HCMC's rules and guidelines found in their intranet. Example, if a patient states that they have chest pain and weakness. The representative would triage these calls by calling a nurse or creating an "in-basket" message. MUST HAVE:High School Diploma AND Medical Terminology knowledge / Some post-secondary healthcare education and call center experienceOR1+ years front desk/face-to-face customer service within healthcareBilingual - Speak English and SpanishLocated in Downtown Minneapolis on the bus line!This is a Contract to Hire position beginning December 4th