Join our growing organization on our exciting mission to improve health and wellbeing! At HealthPartners, you will find a culture of excellence, compassion, integrity and most importantly, partnership. By working together in the spirit of partnership, we will improve health and wellbeing, create exceptional experiences for those we serve and make care and coverage more affordable. Picture yourself at HealthPartners and imagine the future successes we could achieve together!
Service excellence is to be centered on patient care and patient relationships and is the responsibility of all employees. Teamwork is the norm and all employees will be held accountable to work as effective team members. The CareLine is a 24/7 nurse triage center. The CareLine Assistant position is the first point of contact for patients and members calling the CareLine for medical advice and information. This position facilitates the process of patient care that comes into the CareLine. The CareLine Assistant position supports the HealthPartners medical group clinics, affiliated clinics and HealthPartners Insurance Plan members as well as other internal departments’ after-hours.
Provide excellent Customer Service to callers by caring for each person as he/she would like to be cared for, putting the patient first, listening to understand patient, showing concern and empathy for each caller, and acting individually and with others to meet patient needs.
Answer calls using proper scripting.
Follow proper procedure for identifying caller. Using Epic systems to verify patient information and create medical records for new or out of network patients and update patient demographics when needed.
Ask callers appropriate questions and listen for answers to determine the level of care needed (examples include; call back from CareLine nurse, emergent transfer to CareLine nurse, 911, Poison Control, or transfer to a clinic or other appropriate department.)
Use Epic tools to identify appropriate routing/direction for the callers:
Assist callers with contacting the appropriate call center for appointments,
Advise callers on immunization/vaccination history as appropriate,
Screen callers for symptom based calls when (they are) requesting medications or medication refills,
Obtain and document detailed information regarding the caller’s requests for test/lab results, forms, letters, and other general questions.
Process medical records request for patients and providers in accordance with HealthPartners Release of information polices.
Serve as after-hours resource for clinics and facilities regarding patient transportation needs. Schedule patient transportation needs via multiple modes using the applicable systems.
Serve as after-hours resource for HealthPartners members. Complete intake form and send to Member Service for next day follow-up. When possible, assist members using HealthPartners.com to locate care within their network.
Act as first point of contact for Worker’s Compensation intake calls. Work with caller to complete appropriate worker’s compensation intake form. Use resources to maintain knowledge and understanding of multiple Worker’s compensation programs and their preferred clinics.
Facilitate the after-hours provider to provider consultations. Use resources to maintain knowledge of on-call providers schedule. Provide nurses and other health care providers with the appropriate on call provider for internal and external facilities.
Maintain open communication with Appointment Center to ensure patient and provider needs are met.
Perform other duties as assigned.
High School diploma or GED
Meets one of the following:
Graduate of a formal training program in medical reception, an equivalent program, or a customer service program
Two years experience as a medical receptionist
Two years experience in a customer service position
One year experience using data look-up and data entry functions on a mainframe or PC based computer system
One year customer service experience either via telephone or in-person within the last five years
Demonstrated ability to organize work under pressure
Demonstrated ability to function with multiple priorities and interruptions
Excellent oral communication skills
Excellent written communication skills
Ability to work in a call center environment with high volume calls and multiple distractions
Experience in a call center environment
Experience working on an ACD phone line
Experience talking with callers and documenting calls at the same time
• Alpha-numeric data entry test (6,000 keystrokes per hour)
• Medical Terminology test
HealthPartners is recognized nationally for providing outstanding care and experience for patients and members. We offer an excellent salary and benefits package. For more information and to apply go to www.healthpartners.com/careers and search for job ID #52204.
This posting is used to pipeline candidates for benefit eligible part-time CareLine Assistant positions.