Job Details
**Customer Service Representative - Remote (MN/WI)**
Remote MN/WI, Robbinsdale, MN, Aitkin, MN, Alexandria, MN, Bemidji, MN, Blaine, MN, Brainerd, MN, Brooklyn Center, MN, Brooklyn Park, MN, Coon Rapids, MN, Crystal, MN, Elk River, MN, Eveleth, MN, Faribault, MN, Forest Lake, MN, Fridley, MN, Golden Valley, MN, Longville, MN, Maple Grove, MN, Marshall, MN, Minneapolis, MN, Minnetonka, MN, Monticello, MN, New Hope, MN, New Prague, MN, Park Rapids, MN, Princeton, MN, Redwood Falls, MN, Roseville, MN, Siren, WI, Spooner, WI, St Anthony, MN, Walker, MN, Waseca, MN, Webster, WI **About this position**
The Customer Service Representative provides excellent customer service to North Memorial customers and staff, in a call center-like environment. The Customer Service Representative works as a member of the clinic care team by managing phone contact to provide customers with proficient, customer-centered services that meets or exceeds expectations. The Customer Service Representative is accountable for various functions related to the efficient operation of registration, scheduling, and call routing/navigating. The Customer Service Representative is responsible for proactive problem solving in order to ensure One Call One Resolution or soft handoff when appropriate.
**Remote/Work from home**
This position is eligible to be done remotely in Minnesota or Wisconsin after on-site training has been completed in Robbinsdale, MN. North Memorial Health will provide the technology needed to work off-site. A reliable internet connection will be required as well as the expectation you will be working from a quiet, conducive work environment.
**Interviews for this position will take place on-site or virtually via Microsoft Teams.**
**To ensure the highest level of protection from acquiring and transmitting disease, North Memorial Health requires all team members to be fully vaccinated for influenza and COVID-19 or have an approved medical or religious exemption from the organization on file as a condition of employment.**
**What well expect from you**
Directs customers to North Memorial based facilities and services as appropriate, e.g., Urgent Care, Urgency Center, Specialty Services, Express Clinics.
Directs, encourages, and educates customers on the use of other access points, e.g., MyChart, Online Appointment scheduling, Text and Chat, Zipnosis.
Completes accurate scheduling and registrations in Epic for all customers.
Facilitates communication between the medical staff and outside resources, e.g., referring physicians, outreach, home care, and hospice.
Maintains appointment schedules for providers and other various non-provider treatment schedules.
Works with customers on their preferred appointment times, communication, and language.
Coordinates provider schedules appropriate to their preferences in Epic.
Watches/monitors health maintenance alerts and makes customers aware.
Prints letters as requested from Epic.
Runs workbench/worklist reports in Epic (e.g., reschedule list, wait list, interpreter schedule worklist).
Works Epic WorkQueues (e.g., Pre-Registration WQ, Epicare Link Scheduling).
Coordinates online appointment requests.
Accepts other duties as assigned to promote the accomplishment of organizational goals.
Demonstrates proficiency for the skills outlined in the appropriate position skills list.
Maintains skill proficiency, including improvement where deemed necessary, and upgrading any additional or new skills on the appropriate position skills list.
Understands and follows principles and standards as outlined in North Memorial's Corporate Code of Conduct.
Protects customer and team member privacy and only accesses customer- and/or team member-related information as needed to perform job duties.
Reports violations or areas of concern to supervisor or Corporate Compliance Officer via established methods of communication.
Recognizes and complies with legal, regulatory, accrediting, and procedural requirements related to area of responsibility.
**Education**
High school diploma or equivalent (e.g., GED) preferred.
**Experience, Knowledge, Skills, Abilities**
One year customer service experience required.
Ability to multi-task.
Demonstrated experience in health care setting.
Understanding of HIPAA.
Independent problem solving skills.
Skilled in Microsoft Office products.
Six months of scheduling experience and/or registration experience preferred.
Call center experience preferred.
Hours per two week pay period: 80
Shift: Day/Evening 8 hours
Weekend Requirement: None
Work Group: Non Contract
Call Requirement: None
Schedule: 9:00 a.m.-5:30 p.m., Monday-Friday
Remote or On-site: Remote
FLSA Status: Non-Exempt
Benefits: Yes
**North Memorial Health**
Be challenged. Be empowered. Be accountable. Join an empowering, supportive, and responsive environment that delivers unmatched customer service - not only for the community we serve but our own team members, too.
Position Job Number Work Type Location Position Job Number Work Type Location Explore North Memorial Health **A culture of unmatched customer service**
Purpose, meet passion. North Memorial Health is big enough to allow for professional and personal growth, but small enough to see your dedicated work driving change.
Explore North Memorial Health **A culture of unmatched customer service**
This isnt healthcare as usual. We support our team members in developing inventive approaches to achieving our customers best health and wellbeing. Here, every team member can make their mark, and thats the way we like it.
Explore North Memorial Health **A culture of unmatched customer service**
More than a workplace a health family. North Memorial Health offers a competitive and comprehensive benefits program to support team members through health, financial, career growth and work/life balance.
Explore North Memorial Health **A culture of unmatched customer service**