Healthcare Call Center Scheduler (Bilingual - Spanish)

Hennepin Healthcare - Minneapolis, MN (30+ days ago)

Job Summary

Located in downtown Minneapolis, Hennepin County Medical Center (HCMC) is Minnesota's premier Level 1 Adult Trauma Center and Level 1 Pediatric Trauma Center. Committed to creating a culturally competent and inclusive work and care environment for patients, families and staff, HCMC offers primary care and retail clinics throughout the Hennepin County metro area. We partner with our community, our patients and their families to ensure access to outstanding care. Our mission is to improve health and wellness through patient and community education, teaching and research.


This pipeline requisition is for Bilingual (English/Spanish) opportunities in our Customer Call Center department. This position will work four 8 hour weekday shifts between the hours of 7:00am - 7:00pm and a 4 hour shift on Saturdays between the hours of 8:30am - 12:30pm. We offer competitive pay and a comprehensive benefit package which includes a PERA organization match.

Under general supervision, performs work in a patient services support position involving the use of computerized information systems to perform patient scheduling, registration and insurance verification, including collection, and coordination of care plans.

Responsibilities and Duties


  • Responds to calls including patients, physicians, physicians’ office staff, peers, and determines the urgency of the situation and then suggests appropriate referrals
  • Answers the Patient Access Services telephone lines for department, prioritizes, screens, and redirects calls. Answers questions, handles routine matters and takes messages
  • Schedules all appointments for patients on the computerized scheduling system and works with the manager and supervisor to meet these goals
  • Confirms patient appointments and gives appropriate instructions by telephone or by mailing each patient a letter providing information about the test(s) and any necessary preparation, if scheduled appointment is more than three (3) days out
  • Completes multiple types of outpatient registrations in a professional, accurate, customer-oriented and timely manner
  • Maintains forms in all printers at all times, which may require lifting or carrying cases of forms
  • Works with individual physician offices and their office managers/supervisors to obtain correct information for scheduling appointments
  • Obtains information about patient’s health insurance electronically through the payer websites, and/or by information provided by the patient from the insurance issued identification card
  • Secures payment for services, contracts for payment, as well as refer patients for financial counseling or collections of account balances
  • Calculates patient liabilities and works with patients to set-up payment plans or secures other means of payment prior to scheduling
  • Assist patients and their families with billing and payment plans, and pre-payment service collections in order to increase cash flow
  • Utilizes Search America and US Bank Navigation databases for eligibility verification, pre-authorizations, quotes for services and to review/update accounts
  • Collects co-payments and/or pre-payments from patients at time of appointment scheduling
  • Performs other duties as assigned, but only after appropriate training

Qualifications and Skills

Minimum Qualifications:

  • One year data look-up/data entry experience
  • Two years experience in customer service involving complex analytical problem-solving skills
  • One year experience in a call center with emphasis in a customer service/medical industry


  • An approved equivalent combination of education and experience
  • Knowledge of medical terminology and medical scheduling is preferred

Preferred Qualifications:

  • One year of post-secondary education
  • Oral and written proficiency in English and Spanish

Knowledge/ Skills/ Abilities:

  • Ability to organize work under pressure
  • Ability to type
  • Strong written and oral communication skills
  • Time management and sound decision-making skills
  • Ability to work in a fast-paced, continually changing environment
  • Basic knowledge of medical terminology
  • Basic knowledge of medical insurance theory
  • Knowledge of all software and hardware computerized equipment used by the Patient Access Services Department

Job Type: Full-time


  • Spanish (Required)