Hospital Prog Call Center Rep
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AI Summary
Responsible for handling telephone calls from physicians and providing expert knowledge on services and programs. The role involves coordinating with internal departments to optimize routing practices and managing complex emergent situations.
About Children’s Minnesota
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 is one system serving 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 our region, Children’s Minnesota is regularly ranked by U.S. News & World Report as a top children’s hospital. Find us on Facebook @childrensminnesota or on Twitter and Instagram @childrensmn. Please visit childrensMN.org.
Children’s Minnesota is proud to be recognized by Modern Healthcare as one of 2023’s Top Diversity Leaders. The national honor recognizes the top diverse healthcare executives and organizations influencing public policy, care delivery, and promoting diversity, equity and inclusion in their organizations and the industry.
Position Summary
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; working with internal departments of affiliated entities to draft best practices for routing and responding to physician callers; and prioritizing complex and emergent situations. Incumbent may need to access 3-4 software systems within one call. Incumbent will also participate in staff training and act as a resource for co-workers when necessary.
General* Two to three years of customer service experience.
* Strong basic computer and keyboarding skills.
* Demonstrated excellent written, verbal and interpersonal communications skills.
* Demonstrates a pleasant telephone voice and helpful manner.
* Ability to work effectively with minimum supervision, while understanding role as part of a team.
* Must have strong interpersonal communication skills, including excellent problem solving and follow up skills.
* Proven strong analytical skills with ability to identify problems and initiate solutions.
* Demonstrates a forward-thinking approach, continually looking for ways to improve processes, tools and resources to best serve the healthcare providers accessing the service, and the primary/secondary clients.
* Knowledge of general computer software, including Microsoft Office.
Preferred Qualifications:
* Telephone-based customer service experience.
* Fluid knowledge of common medical and hospital terminology required.
* 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
Please click here to view the Physical Demands
The posted salary represents a market competitive range based on salary survey benchmark data for similar roles in the local or national market. Annual salaries displayed are based on full-time employment (40 standard hrs per week). Annual salaries for part-time positions will be prorated based on the employee’s scheduled weekly hours in relation to the full-time standard. When determining individual pay rates, we carefully consider a wide range of factors including but not limited to market indicators for the specific role, the skills, education, training, credentials and experience of the candidate, internal equity and organizational needs.
In addition to your salary, this position may be eligible for medical, dental, vision, retirement, and other fringe benefits. Positions that require night, weekend or on-call work may be eligible for shift differentials or premium pay.
All job offers are contingent upon successful completion of an occupational health assessment, drug screen, background investigation, and compliance with the U.S. Government Form I-9, Employment Eligibility Verification.
Children’s Minnesota is proud to be an equal opportunity employer whose staff is representative of its community and considers qualified applicants for open positions without regard to race, color, creed, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.
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 is one system serving 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 our region, Children’s Minnesota is regularly ranked by U.S. News & World Report as a top children’s hospital. Find us on Facebook @childrensminnesota or on Twitter and Instagram @childrensmn. Please visit childrensMN.org.
Children’s Minnesota is proud to be recognized by Modern Healthcare as one of 2023’s Top Diversity Leaders. The national honor recognizes the top diverse healthcare executives and organizations influencing public policy, care delivery, and promoting diversity, equity and inclusion in their organizations and the industry.
Position Summary
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; working with internal departments of affiliated entities to draft best practices for routing and responding to physician callers; and prioritizing complex and emergent situations. Incumbent may need to access 3-4 software systems within one call. Incumbent will also participate in staff training and act as a resource for co-workers when necessary.
General* Two to three years of customer service experience.
* Strong basic computer and keyboarding skills.
* Demonstrated excellent written, verbal and interpersonal communications skills.
* Demonstrates a pleasant telephone voice and helpful manner.
* Ability to work effectively with minimum supervision, while understanding role as part of a team.
* Must have strong interpersonal communication skills, including excellent problem solving and follow up skills.
* Proven strong analytical skills with ability to identify problems and initiate solutions.
* Demonstrates a forward-thinking approach, continually looking for ways to improve processes, tools and resources to best serve the healthcare providers accessing the service, and the primary/secondary clients.
* Knowledge of general computer software, including Microsoft Office.
Preferred Qualifications:
* Telephone-based customer service experience.
* Fluid knowledge of common medical and hospital terminology required.
* 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
Please click here to view the Physical Demands
The posted salary represents a market competitive range based on salary survey benchmark data for similar roles in the local or national market. Annual salaries displayed are based on full-time employment (40 standard hrs per week). Annual salaries for part-time positions will be prorated based on the employee’s scheduled weekly hours in relation to the full-time standard. When determining individual pay rates, we carefully consider a wide range of factors including but not limited to market indicators for the specific role, the skills, education, training, credentials and experience of the candidate, internal equity and organizational needs.
In addition to your salary, this position may be eligible for medical, dental, vision, retirement, and other fringe benefits. Positions that require night, weekend or on-call work may be eligible for shift differentials or premium pay.
All job offers are contingent upon successful completion of an occupational health assessment, drug screen, background investigation, and compliance with the U.S. Government Form I-9, Employment Eligibility Verification.
Children’s Minnesota is proud to be an equal opportunity employer whose staff is representative of its community and considers qualified applicants for open positions without regard to race, color, creed, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.
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