Customer Service Representative

Requisition Number: 507007

We currently have casual, part time and full time opportunities available.

Why North Memorial Health?

At North Memorial Health you will be a valuable member of our inclusive and nurturing team that values professional growth, offering big benefits like tuition reimbursement and a supportive culture with a world of education and training opportunities.

Our health system encompasses two hospital locations in Robbinsdale and Maple Grove as well as a network of 25 clinics which includes 13 primary clinics, 6 specialty clinics, 4 urgent care/urgency centers and emergency care offerings covering five counties. Our Robbinsdale Hospital, established in 1954, is a 385-bed facility recognized as the top Level 1 Trauma center for 25 years, as well as serving as a Level II pediatric trauma center, and Level III NICU. Our Maple Grove Hospital was established in 2009, is a 134-bed facility recognized as a top hospital in the state for Women and Children Care, with a Level III NICU, and is the largest Family Birth Center in the state (~5,000 deliveries per year and over 60,000 babies delivered). Both have been named to the 2022 Fortune/Merative 100 Top Hospitals® list, 2023 Women’s Choice Award Best Hospitals list.

Benefits the North Way!

As North Memorial Health is a non-profit organization you are eligible for the Public Student Loan Forgiveness program. Most part-time and all full-time positions are eligible for benefits.

• Adoption Reimbursement up to $3000 per child!
• Child Care Discount Program with New Horizon 10% off weekly childcare tuition!
• Education/Tuition Reimbursement
• 24/7 Fitness Center Access for all benefit eligible team members!

Commitment to Diversity, Equity &amp Inclusion

At North Memorial Health we recognize that the strength of our team lies in our diversity and make every effort to embrace the unique contributions and experiences of each person on our team. We strive to ensure that everyone feels like they are a valuable part of our community, with initiatives that reinforce our belief in diversity, equity, and inclusivity, to promote a workforce that enables authenticity, as we want to be our best when providing effective services to our patients. We acknowledge and celebrate the unique traditions, backgrounds, languages, beliefs, and customs of our community, and want everyone to feel welcome. Through our DE&ampI initiatives we hope to dispel myths, assumptions, and acts of implicit bias. Some of these initiatives include:

• Addressing system racism and inequities through our Safer Work Environment (Safer) initiative
• Use of pronoun badges and preferred names
• Encouraging cultural awareness through education and training

About this position

The Customer Service Representative provides unmatched customer service to North Memorial customers and staff, in a call-center like environment. The Customer Service Representative works as a partner 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. Proactive problem solving in order to ensure One Call One Resolution or soft handoff when appropriate.

Required Weekday and Weekend Shifts: Required to work mornings, afternoons, and evenings weekdays and every other weekend. Must work weekdays AND weekends. We do not have a weekend only shift. We do not have an evening only shift. Must work Mondays.

Remote position with onsite work requirements:

• attend 5 days of orientation and onsite training the first week of employment in Robbinsdale, MN. After that the position is remote. The onsite training shifts are 8 hours during the day. We do not have remote training options available.
• attend 4 days of virtual training will be scheduled during the 2nd and/or 3rd week on the day shift for up to 8 hours. If you are hired for a casual position, there can be some flexibility for the virtual training times.

Wage: $21.54 an hour plus shift differentials: $1 an hour for evening and weekends and $1.50 an hour overnight

For this position, you must:

You must live in Minnesota or Wisconsin to be considered for this position.

You must have high speed internet at home

You must have a private, quiet workspace since you will be taking phone calls from our patients and discussing confidential information with them.

You must have a strong customer service background and strong data entry/typing, computer, Microsoft Excel, Microsoft Word, Outlook or similar email program, and phone skills.

Requirements

Education

Experience

• 1 year customer service experience required.
• Minimum of 6 months scheduling experience and/or registration experience preferred.
• Call center experience preferred.
• Ability to multi-task.
• Typing test minimum 35+ WPM required.
• Experience in health care setting preferred.
• Understanding of HIPAA
• Independent problem-solving skills.
• Skilled in MS Office products

Licensure/Certification

The North Memorial Health System is dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your past experience doesn’t perfectly align with every qualification listed, we encourage you to apply anyway. You may still be the right candidate for this or other roles.

Work Group: Non Contract

Hours per two week pay period: 0 to 80

Shift: Day/Evening Variable

Weekend Requirement: Every Other Weekend

Call Requirement: None

Remote or On-site: Hybrid Remote

FLSA Status: Non-Exempt

Benefits: Yes when hired to work 40 hours or more each pay period.