Allina Health

Call Center Representative

• Lead daily Contact Center operations, including call monitoring, training, hiring, performance management and quality assurance
• Provide exceptional customer service and resolve complex escalations from consumers
• Monitor call center performance, queues and program/service-line metrics using identified tools
• Identify and document performance criteria using business requirements documentation and project plans
• Facilitate knowledge gathering for training materials, quality measurements and specialized reporting
• Recommend agent skill levels, training requirements and specialized needs
• Estimate volume and work activities driving cost and staffing requirements
• Participate in internal and external team projects, committees, work groups and special projects
• Review agent service observations calibrated and audited for performance
• Coordinate with other supervisors to provide direction and client perspective
• Reinforce reference tools, SOPs, trained workflows, compliance and self-service tools
• Provide call coaching, employee development and performance management
• Lead daily huddles
• Hire, onboard, train and orient new employees and maintain competencies
• Maintain scheduling, approve time off and sign off timecards
• Conduct employee performance reviews
• Reinforce quality criteria for each program/service line
• Query systems for contact history, call recordings and workflows
• Review call metrics and contact handling for compliance
• Identify problem areas, recommend solutions and resolve escalated issues

Contact Center Supervisor

Advanced Practice Provider

• Provide clinical care for patients in inpatient and outpatient settings
• Complete comprehensive patient assessments
• Determine diagnoses and treatments
• Order and interpret medical diagnostics with the attending physician
• Prescribe medications, treatments, therapy, and medical equipment
• Conduct patient education for chronic illness management and wellness care
• Refer patients for specialty care when appropriate
• Consult physicians when needs fall outside Physician Assistant scope or when diagnosis/treatment is unclear
• Promote communication within interdisciplinary healthcare teams
• Serve as a resource to team members
• Work with primary care teams on program development
• Liaise with outside agencies as needed
• Consult and round on patients with hospital staff as designated by the specialty
• Serve as an educator, case manager, and consultant to staff and multidisciplinary healthcare teams
• Participate in on-call coverage for surgical emergencies, including evenings and nights
• Perform other duties as assigned

Cardiac Surgery Advanced Practice Provider

Physician Assistant

• Provide clinical care for patients
• Complete comprehensive patient assessments
• Determine diagnosis and treatment of illness
• Order and interpret medical diagnostics in tandem with the attending physician
• Prescribe medications, treatments, therapy and medical equipment
• Conduct patient education for chronic illness management or wellness care
• Refer patients for specialty care when appropriate
• Consult with physicians when patient needs fall outside the Physician Assistant scope of practice or when diagnosis or treatment plans are unclear
• Provide first-assist support, primarily for hand and wrist orthopedics
• Work approximately 70% in clinic and 30% in the operating room
• Work within specialty care teams in inpatient and outpatient settings
• Support continuity of patient care
• Serve as educator, case manager and consultant to staff and multidisciplinary healthcare teams

Physician Assistant – Orthopedics

Patient Access Representative

• Provide scheduling support and coordinate patient appointments
• Schedule appointments for services inside or outside the health system, preferably in person
• Coordinate other needed services, medical records, pertinent information, and patient education materials
• Serve as an in-clinic resource for patients, families, providers, and staff regarding billing and service questions
• Facilitate billing requests such as price estimates and itemized statements
• Process incoming calls and correspondence regarding billing issues and service questions
• Provide first resolution for patient complaints
• Identify and submit resolutions for patient or client issues and direct calls to appropriate departments
• Assist with patient account adjustments, including demographics and insurance information
• Respond to billing and quality-of-care issues, complaints, or concerns
• Document patient or client contacts
• Complete prior authorizations, referrals, complex specialty scheduling, and manage work queues as needed
• Perform other duties as assigned

Clinic Patient Access Representative

• Rooms patients, manages patient flow and obtains adequate patient medical information/data
• Collects and confirms patient information via interview, questionnaires, vital signs and accurately documents in EMR according to documentation standards
• Assists patients, as necessary, to prepare for physician exam, including providing psycho-emotional support
• Assists with the collection, labeling, and processing of specimens
• Facilitates obtaining lab/imaging results
• Works with the electronic medical records in basket, responding to messages as delegated by RN or provider
• May need to help cover front desk and provide backup to patient registration/scheduling
• Performs patient care tasks as delegated by Provider or RN
• Performs injections
• Assists with procedures
• Supports patient care and reinforces patient information regarding tests, labs, procedure preparation, treatment plan, preventative or other health information
• Coordinates results of tests, procedures, etc. with provider or RN
• May prepare refill information for provider to review and prescribe
• May assist with patient transportation
• Contributes to an environment that is safe for patients, visitors, and employees
• Reports environmental risks or equipment malfunctions to Supervisor and via safety huddles
• Uses equipment following policies, procedures and manufacturer directions or standards
• Follows all policies, procedures, standard work, and proper techniques when providing patient care
• Cleans, stocks, maintains inventory for exam, medication and supply rooms
• Reports any acute problems and changes in patient's condition
• Applies High reliable safety principles to all interactions
• Other duties as assigned

Medical Assistant – Women's Health

Pharmacist

• As an infusion pharmacy technician, you ensure patient safety by accurately preparing patient medications.
• Your efficiency in managing inventory and processing prescriptions allows pharmacists to focus on patient care.
• By providing excellent customer service and medication guidance, you enhance patient satisfaction and adherence to treatment plans.
• Guides patients to appropriate home infusion and home care services.
• Optimizes access to Allina programs and serves the Allina hospital and clinic partners by assessing patient referrals.
• Develops relationships with community referral sources.
• Coordinates referrals on behalf of the patient.
• Receives calls from internal and external customers, and provides resources to guide patients to appropriate resources.
• Establishes strong relationships with referral partners, including Hospital Physicians and Social Workers, Clinic Physicians and Care Coordinators.
• Provides initial consultation for home infusion and home care.
• Identifies service options by utilizing clinical expertise and guidelines, regulations, reimbursement issues and agency protocol.
• Informs patients and families of the scope and limitations of a service and payer source.
• Provides phone support to system hospitals on complex patients.
• Serves as a resource for Home Infusion Liaison, Social worker, and discharge planner on options for care after hospital discharge.
• Documents in Electronic Health Record (EHR) and communicates with patients, families, providers, and care team to maintain coordination of care.
• Transitions, coordinates, and supports patient through stages of care.
• Assures referral meets applicable reimbursement criteria, and regulatory compliance is maintained.
• Meets and exceeds growth targets.
• Reports information to determine eligibility for admission.
• Serves as a resource for patients, providers, and staff on health plans, Allina networks, and third party and governmental payers related to Homecare, Hospice and Palliative Care.
• Informs patient of health plan eligibility outcome and advises patients on plan and program requirements.
• Communicates with patients, families, providers, and care team to maintain coordination of care.
• Proficient use of Electronic Health Record and other electronic tools for data gathering and communication to patients.
• Documents in EHR according to department procedures and workflows.
• Utilizes standard epic tools and smartphrases.
• Responds to internal and external customer calls and service inquiries in an informed and professional manner.
• Ensures all requests for service are processed accurately.
• Seeks opportunities for efficiencies and process improvements.
• Other duties as assigned.

Senior Pharmacy Technician – Home Infusion Care Coordinator

Nurse

• Provides patient care support as delegated by Provider or RN
• Administers therapies including medications, scheduling follow up visits (and prior authorization) or other support unique to a specialty provider
• Provides patient care pre/post encounter or procedure, preventative or other health information
• Collaborates with Provider and team on improving and managing quality goals
• Rooms patients, manages patient flow and obtains adequate patient medical information/data
• Performs rooming and accurately measures patients’ vital signs and other measurement/indicators as necessary and records in medical record
• Coordinates communication of medical information and confirms information with patient when necessary and document per practice policy and standards
• Assists patients, as necessary, to prepare for physician exam, including providing psycho-emotional support
• Assists in the collection, labeling and processing specimens timely/accurately
• Assists physician with procedures including preparation of medication as required/needed
• Organizes patient flow so physician can move efficiently from one room to the next
• Provides outbound calls to patients to follow up as directed which may include notifying patients of test results
• Accurately and completely charts information in the patient medical record
• May checkout and schedule follow up visits with provider or appropriate staff before patient leaves
• Receives or initiates patient phone calls
• Answers phones cordially and professionally in a timely manner
• May confirm or reiterate patient symptom using patient's own words
• Arranges for appropriate appointment or forward to RN or provider for review/recommendation
• Documents all encounters and patient interactions accurately and completely in the electronic medical record
• Processes physician orders
• Performs any clinical functions within scope of license as ordered by physician
• Responds promptly to patient needs and requests
• Reviews patient charts before the visit to ensure that test results, therapy reports etc. are available
• Provides appropriate instructions to patient as directed by physician
• Cleans, prepares, organizes and re-stocks exam rooms
• Cleans and ensures the proper maintenance occurs for all exam rooms and sterilize instruments as trained
• Ensures that required teaching supplies are restocked and readily available
• Stocks and supplies exam rooms according to standards and patient needs

LPN, OBGYN

• Provides support to providers and the nursing staff in the delivery of timely, quality patient health care services
• Rooms patients, manages patient flow and obtains adequate patient medical information/data
• Collects and confirms patient information via interview, questionnaires, vital signs and accurately documents in EMR according to documentation standards
• Assists patients, as necessary, to prepare for physician exam, including providing psycho-emotional support
• Assists with the collection, labeling, and processing of specimens
• Facilitates obtaining lab/imaging results
• Works with the electronic medical records in basket, responding to messages as delegated by RN or provider
• May need to help cover front desk and provide backup to patient registration/scheduling
• Performs patient care tasks as delegated by Provider or RN
• Performs injections
• Assists with procedures
• Supports patient care and reinforces patient information regarding tests, labs, procedure preparation, treatment plan, preventative or other health information
• Coordinates results of tests, procedures etc. with provider or RN
• May prepare refill information for provider to review and prescribe
• Contributes to an environment that is safe for patients, visitors, and employees
• Reports environmental risks or equipment malfunctions to Supervisor and via safety huddles
• Cleans, stocks, maintains inventory for exam, medication and supply rooms
• Reports any acute problems and changes in patient's condition

Medical Assistant

• Leads the daily operations for the Contact Center, including call monitoring, training, hiring, performance management and quality assurance.
• Provides exceptional customer service and resolves complex escalations from all consumers.
• Monitors call center performance using identified tools.
• Identifies and documents key performance criteria using business requirements documentation and project plans.
• Facilitates knowledge gathering for development of training material, quality measurements, and specialized reporting requirements.
• Recommends agent skill level, training requirements and other specialized needs.
• Estimates volume and work activities that drive cost and staffing requirements.
• Monitors queues.
• Coordinates with other supervisors to provide direction and client perspective.
• Provides call coaching, development and performance.
• Leads daily huddles.
• Trains, orients and maintains competencies for employees.
• Reviews performance on call metrics and contact handling to insure compliance.
• Resolves escalated issues in a timely manner.