Be Well Pharmacy

Call Center Representative

• Answers assigned calls; prioritizes, screens, and/or redirects calls as needed.
• Answers questions, handles routine matters, and takes messages
• Schedules, cancels, and reschedules appointments for patients/callers following standard work and departmental policies and procedures
• Handles complex scheduling that often requires multiple appointments or with different providers and modalities
• Obtains and accurately captures demographic and emergency contact information and patient’s health insurance information provided by the patient or caller
• Accurately completes multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and procedures
• Assists with shadowing and mentoring newly onboarded Connection Advisor Associate, and Connection Advisor Intermediate and Senior team members
• Recommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as needed
• Completes training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and follows current best practices
• Completes all work assignments within the time allowed
• Requests and processes payments for co-pays, pre-pays, and outstanding balances
• Meets all key performance and call quality standards
• Transfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or Supervisor as needed
• Performs other duties as assigned, but only after appropriate training

Connection Advisor – Outreach, Call Center, Healthcare Scheduler

• Answers assigned calls; prioritizes, screens, and/or redirects calls as needed.
• Answers questions, handles routine matters, and takes messages
• Schedules, cancels, and reschedules appointments for patients/callers following standard work and departmental policies and procedures
• Obtains and accurately captures demographic and emergency contact information and patient’s health insurance information provided by the patient or caller
• Accurately completes multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and procedures
• Assists with shadowing and mentoring newly onboarded Connection Advisor Associate team members
• Recommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as needed
• Completes training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and follows current best practices
• Completes all work assignments within the time allowed
• Requests and processes payments for co-pays, pre-pays, and outstanding balances
• Meets all key performance and call quality standards
• Transfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or Supervisor as needed
• Performs other duties as assigned, but only after appropriate training

Connection Advisor Associate, Call Center – Healthcare Scheduler

Connection Advisor Associate, Call Center, Healthcare Scheduler

• Answers assigned calls; prioritizes, screens, and/or redirects calls as needed.
• Answers questions, handles routine matters, and takes messages
• Schedules, cancels, and reschedules appointments for patients/callers following standard work and departmental policies and procedures
• Handles complex scheduling that often requires multiple appointments or with different providers and modalities
• Obtains and accurately captures demographic and emergency contact information and patient’s health insurance information provided by the patient or caller
• Accurately completes multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and procedures
• Assists with shadowing and mentoring newly onboarded Connection Advisor Associate and Connection Advisor Intermediate team members
• Recommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as needed
• Completes training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and follows current best practices
• Completes all work assignments within the time allowed
• Requests and processes payments for co-pays, pre-pays, and outstanding balances
• Meets all key performance and call quality standards
• Transfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or Supervisor as needed
• Performs other duties as assigned, but only after appropriate training

Senior Connection Advisor, Call Center – Healthcare Scheduler

Senior Connection Advisor, Call Center/Healthcare Scheduler

Connection Advisor, Intermediate – Call Center, Healthcare Scheduler

• 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 clinics or services
• Provides Outreach Services for assigned departments and programs
• Answers inquiries and questions, troubleshoots complex issues
• Completes all work assignments within the time allowed
• Requests and processes payments for co-pays, pre-pays, and outstanding balances