Team Coordinator

JOB DETAILS
Department: Connection Center
FTE: 1.00 (80 hours per pay period)
Workdays: Monday - Friday
Shift(s): Days
Shift Length: 8 hours
Location: Remote *Applicants will need to be within a 100-mile radius of our downtown campus.
Other: Bilingual Spanish

The Connection Center is open Monday through Friday, 7:30 AM to 5:30 PM.  Shifts will be based on the current business needs and staff seniority.  The schedule will be decided following the 4-week training period. The training period will be scheduled on Monday through Friday, 8:00 AM to 5:00 PM, and will be held on campus for only 1 week.

Individuals will need a quiet working environment, high-speed internet, fire alarm, and desk space. Hennepin Healthcare will supply computers, monitors, keyboard, mouse, and phone.

Purpose of this position: To oversee, monitor, mentor, coach, and assist employees in the assigned department with daily operational issues in a manner that meets or exceeds expectations for courtesy, sense of urgency, and understanding of issues and accuracy of response.

RESPONSIBILITIES

• Supports employees in their daily activities
• Assists and/or supports management with coaching, training, and onboarding of assigned department employees
• Monitors and performs quality assurance audits to gauge competency of employees in the area of assigned discipline
• Monitors operational demand to ensure service level agreements are met
• Assists management with monitoring schedule adherence and productivity expectations
• Assumes a key team player role with other HHS teams, exchanging information, receiving, and delegating tasks as appropriate to the team to meet goals
• Accepts escalated Supervisor/Manager inquiries from patients, physicians, and clinic staff and resolves the problem
• Responds to requests for information and support services from other HHS departments as requested
• Participates in building/maintaining relationship with all HHS departments and HHS department leadership
• Participates fully in department quality and improvement initiatives
• Maintains flexibility in work schedules to meet business needs including overtime
• Reviews and investigates potential errors to determine if the error was caused by a workflow, a system/technology, or by an employee. Provides necessary coaching and or recommendations on enhancing workflows, resources, or leveraging technology within Epic or a specific department application(s)     
• Actively works with our EHR team as a department SME. Testing, training, and communication for Epic upgrades
• Other duties as assigned

QUALIFICATIONS
Minimum Qualifications:

• Three years data look-up/data entry experience 
• Three years’ experience in customer service involving complex analytical problem-solving skills
• Three years’ experience in a healthcare setting with emphasis in a customer service/medical industry
• Bilingual, Spanish

-OR-

• An approved equivalent combination of education and experience

Knowledge/ Skills/ Abilities:

• Experience in a team lead role highly preferred
• Healthcare operations experience highly preferred
• Knowledge of basic medical insurance theory highly preferred
• Basic knowledge of medical terminology
• Ability to organize work under pressure
• Ability to type 45 w.p.m. or greater
• Time management and sound decision-making skills
• Ability to work in a fast-paced, continually changing environment
• Knowledge of all software and hardware computerized equipment used by HHS departments
• Superior written and communicative skills
• Excellent data mining and data reporting skills