Healthcare Scheduling, Connection Advisor Intermediate, Remote

August 27, 2026

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SUMMARY<span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">The Connection Center is a fast-paced, high-volume inbound call center where our schedulers play a critical role in delivering exceptional service. Team members are expected to multitask efficiently—speaking with patients, scheduling appointments, documenting conversations, and resolving escalations—all while maintaining professionalism and composure in a dynamic environment.We are currently seeking a Connection Advisor Intermediate to join our Connection Center team. <span style="-webkit-text-stroke-width:0px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">This Full-Time role (80 hours per pay period) will primarily work remotely (days). <span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">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 5:30 PM, and will be held on campus for only 1 week.<em style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:verdana, geneva, sans-serif;font-size:14px;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">Working remotely will start after the training period has been completed. <em style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Verdana, Geneva, sans-serif;font-size:14px;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">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. Employees will need to be within<em style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Verdana, Geneva, sans-serif;font-size:14px;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"> 100-mile radius <em style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Verdana, Geneva, sans-serif;font-size:14px;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">of our downtown campus.Purpose of this position: Under general supervision, the Connection Advisor Intermediate answers incoming calls and meets caller’s needs; confirms all patient demographic information is current and complete, verifies insurance information, schedules, cancels, or reschedules appointments for assigned clinic or services using call center, electronic health record and department technology. Answers inquiries and questions, troubleshoots basic and more complex issues and provides information as needed.RESPONSIBILITIES<ul><li>Answers assigned calls for more complex clinics and services; prioritizes, screens, and/or redirects calls as needed. Answers questions, handles routine matters and takes messages.</li><li>Schedules, cancels and reschedules appointments for patients following standard work and departmental policies and procedures</li><li>Handles complex scheduling that often requires multiple appointments or with different providers and modalities</li><li>Obtains and accurately captures demographic information and patient’s health insurance information provided by the patient or caller</li><li>Accurately completes multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and procedures</li><li>Assists with shadowing and mentoring newly onboarded Connection Advisor Associate and Connection Advisor Intermediate team members</li><li>Recommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as needed</li><li>Completes training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and follows current best practices</li><li>Completes all work assignments within the time allowed</li><li>Requests and processes payments for co-pays, pre-pays, and outstanding balances</li><li>Meets all key performance and call quality standards</li><li>Transfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or Supervisor as needed</li><li>Performs other duties as assigned, but only after appropriate training</li></ul> QUALIFICATIONSMinimum Qualifications: <ul><li>High School Diploma</li><li>One year data look-up/data entry experience </li><li>Two years’ experience in customer service involving complex analytical problem-solving skills</li><li>One year experience in a call center with emphasis in a customer service/medical industry</li><li>6 months of Connection Advisor Associate experience or specialized clinic operational experience</li><li>One year of remote work experience </li></ul>-OR-<ul><li>An approved equivalent combination of education and experience</li></ul>Preferred Qualifications:<ul><li style="font-family:Arial;">One year of post-secondary education</li><li style="font-family:Arial;">Healthcare Call Center experience</li><li style="font-family:Arial;">Working knowledge of Epic cadence and prelude</li><li style="font-family:Arial;">Patient registration experience</li></ul>Knowledge/Skills/Abilities:<ul><li style="font-family:Arial;">Excellent organizational, analytical, critical thinking, and written and verbal communication skills</li><li style="font-family:Arial;">Ability to work cohesively, effectively, and respectfully with individuals from a variety of economic, social, and culturally diverse backgrounds</li><li style="font-family:Arial;">Ability to work in a team environment as well as independently</li><li style="font-family:Arial;">Critical thinking skills and ability to analyze situations quickly and escalate as needed</li><li style="font-family:Arial;">Ability to exceed quality standards, including accuracy in patient registrations, scheduling, data entry, and customer service expectations</li><li style="font-family:Arial;">Technical proficiency in basic computer skills and applications like Microsoft Office, Outlook, and softphones</li><li style="font-family:Arial;">Basic knowledge of medical terminology and health insurance</li><li style="font-family:Arial;">Ability to work in a fast-paced, highly structured, and continually changing environment</li><li style="font-family:Arial;">High level of attention to detail</li><li style="font-family:Arial;">Active listening skills</li><li style="font-family:Arial;">Ability to work independently and remotely</li><li style="font-family:Arial;">Ability to become technically competent and are familiar with HHS’s computerized systems and ability basic troubleshooting that support operations</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...