Customer Experience Representative Associate

Customer Experience Call Center

Consider joining our Customer Experience Call Center! The Customer Experience Center supports all of Allina Health and works directly with patients and family members to help them navigate care.

Multiple Needs available that focus on :

• Full Time (40 hours / week) and full benefits
• Onboarding : First 8 weeks 8 : 00 AM- 4 : 30 PM Mon-Fri. This includes instructor led classes, colleague shadowing and taking calls.
• Customer Experience Center is open 24 / 7 / 365
• Shift / schedule will be assigned after 8 weeks of training
• Current shift start times are from 7 : 00 AM to 11 : 30 AM
• Shift end times are 3 : 30 PM to 8 : 00 PM
• Weekends may be a part of schedule
• Candidates must be flexible to meet business needs
• Public transportation options are available for both locations

Job Description :

Perform basic scheduling and phone support with an emphasis on customer service to enhance the consumer experience. Assist patients, clinical professionals and the general public with access to healthcare services.

Principle Responsibilities :

Provides patient access to systemwide services.

Identifies need of customer by using active listening skills.

Assists patient, clinical professionals and the general public with access to health care services.

Performs scheduling and phone support with an emphasis on customer service to enhance the customer experience.

May assist customers with systemwide navigation.

May provide systemwide paging services.

Ensures data collection entries are accurate and complete.

Systemwide registration processes are consistently followed to ensure accuracy.

May include data needed to page critical events.

May include creating telephone and triage encounters.

Utilizes various computer systems to perform scheduling and registration process including an electronic medical record.

May utilize digital platform tools.

May operate a multi-phone system.

Other duties as assigned.

Required Qualifications :

Must be 16 years of age with education and / or experience needed to meet required functional competencies as listed on the job description

Preferred Qualifications :

Associate's or Vocational degree

Experience in a health care setting

Experience with Healthcare Scheduling

Experience with Customer Service

Physical Demands :

Sedentary :

Lifting weight up to 10 lbs. occasionally, negligible weight frequently

Pay Range :

Pay Range : $20.32 to $27.68 per hour The pay described reflects the base hiring pay range. Your starting rate would depend on a variety of factors including, but not limited to, your experience, education, and the union agreement (if applicable). Shift, weekend and / or other differentials may be available to increase your pay rate for certain shifts or work.

Benefit Summary :

Allina Health believes the best way to provide safe and compassionate care for our patients is by nurturing the passion of those who care for them. That's why we devote extraordinary resources to help you grow and thrive not only as a professional but also as a whole person. When you join our team, you have access to a wealth of valuable employee benefits that support the total well-being mind, body, spirit and community of you and your family members.

Allina Health is all in on your well-being. Because well-being means something different to everyone, our award-winning program provides you with the resources you need to help you navigate your personal journey. This includes up to $100 in well-being dollars, dedicated well-being navigators, and many programs, activities, articles, videos, personal coaching and tools to support you on your journey.

In addition, Allina Health offers employee resources groups (ERGs) voluntary, employee-led groups that serve as a resource for members and organizations by fostering a diverse, inclusive workplace aligned with the organization's mission, values, goals, business practices, and objectives. Allina Health also engages employees in various community involvement and volunteering events.

Benefits include :

Medical / Dental

PTO / Time Away

Retirement Savings Plans

Life Insurance

Short-term / Long-term Disability

Paid Caregiver Leave

Voluntary Benefits (vision, legal, critical illness)

Tuition Reimbursement or Continuing Medical Education as applicable

Student Loan Support Benefits to navigate the Federal Public Service Loan Forgiveness Program

Allina Health is a 501(c)(3) eligible employer

Benefit eligibility / offerings are determined by FTE and if you are represented by a union.