Customer Experience Representative Associate

About the Role

Allina Health is a not-for-profit health system serving Minnesota and western Wisconsin. This role supports the Customer Experience Center, which works directly with patients and family members to help them navigate care.

Key Responsibilities

• Provides patient access to systemwide services.
• Identifies customer needs using active listening skills.
• Assists patients, clinical professionals, and the general public with access to healthcare services.
• Performs scheduling and phone support with an emphasis on customer service to enhance the customer experience.
• May assist customers with systemwide navigation.
• May provide systemwide paging services.
• Ensures data collection entries are accurate and complete.
• Consistently follows systemwide registration processes to ensure accuracy.
• May include data needed to page critical events.
• May include creating telephone and triage encounters.
• Utilizes various computer systems to perform scheduling and registration processes, including an electronic medical record.
• May utilize digital platform tools.
• May operate a multi-phone system.
• Other duties as assigned.

Requirements & Tech Stack

• Must be 16 years of age with education and/or experience needed to meet required functional competencies.
• Computer systems
• Electronic medical record
• Digital platform tools (potential)
• Multi-phone system (potential)

Qualifications

• High school/GED, associate's degree, or vocational degree (preferred)
• Experience in a health care setting (preferred)
• Experience with Healthcare Scheduling (preferred)
• Experience with Customer Service (preferred)
• Ability to work efficiently in a fast-paced, demanding environment with high call volume.
• Detail-oriented individual with strong relationship-building skills.
• Excellent verbal communication.
• Good listening skills.
• Strong telephone etiquette.
• Ability to effectively incorporate use of technology.
• Problem-solving skills as related to appointment scheduling.
• Ability to maintain confidentiality of patient and practice information.
• Consistent attendance and punctuality.

Pay & Benefits

• Pay Range: $20.79 to $28.31 per hour. Starting rate depends on experience, education, and union agreement. Differentials may be available for certain shifts or work.
• Benefit Summary:
• Medical/Dental
• PTO/Time Away
• Retirement Savings Plans
• Life Insurance
• Short-term/Long-term Disability
• Voluntary Benefits (vision, legal, critical illness)
• Tuition Reimbursement or Continuing Medical Education (as applicable)
• Student Loan Support (benefits to navigate Federal Public Service Loan Forgiveness Program)
• Allina Health is a 501(c)(3) eligible employer.
• Benefit eligibility/offerings are determined by FTE and union representation.

Work Schedule & Locations

• Locations:
• Allina Commons 2925 Chicago Ave, Minneapolis, MN
• Customer Experience Center 8880 Evergreen Blvd, Coon Rapids, MN
• Needs Available: Full Time (40 hours/week) with full benefits.
• Onboarding: First 8 weeks – 8:00 AM - 4:30 PM Mon-Fri (instructor-led classes, shadowing, taking calls).
• Customer Experience Center Hours: Open 24/7/365.
• Shift/Schedule: Assigned after 8 weeks of training. Current shift start times: 7:00 AM to 11:30 AM. Shift end times: 3:30 PM to 8:00 PM.
• Weekends may be part of the schedule.
• Candidates must be flexible to meet business needs.
• Public transportation options are available for both locations.