Guest Services Representative (Spanish bilingual) bei Hennepin County, MN

About the Department

Current Hennepin County employees who refer a candidate hired into an open competitive position may be eligible for a $500 referral bonus. For more information visit the employee referral program page.

Location and hours:
This position is hybrid, and duties will be performed primarily remote with on-site duties as required at the NorthPoint Health & Wellness Center at 2220 Plymouth Avenue North, Minneapolis, MN 55411, or satellite clinics at 800 West Broadway Avenue North, Minneapolis, MN 55411 and 1015 North 4th Street, Minneapolis, MN 55405. Work hours may vary but will be Monday through Friday, between 8 a.m. and 5 p.m. On a mandatory rotating basis, late shifts will include Tuesday and Thursday from 10:30 a.m. to 7 p.m. with Wednesday shifts possibly being added. Saturday shifts will be required from 8 a.m. - 12 p.m. on a rotating basis. While this position is designated as hybrid, based on current requirements hires must reside in or relocate to Minnesota or Wisconsin. New Employee Orientation (NEO) for all new benefit-earning employees is in-person in downtown Minneapolis. Details about NEO will be provided upon hire.

About the position type: 
This is a full-time benefit earning position.
This position is internally classified as an Office Specialist III.
Click here to view the job classification specification. 

• Answer all incoming calls that come through the phone cue to the NorthPoint Health & Wellness locations.
• Utilize Electronic Health Records (EHR) systems to register and schedule by telephone or in-person, patients' medical, behavioral health, and optometry appointments with Epic Cadence and Prelude, and dental appointments with Dentrix and Wisdom.
• Interview patients to obtain demographic information to create a new account or verify and update an existing account as needed.
• Complete pre-financial clearance by verifying insurance coverage, obtaining financial information for each appointment, creating guarantor accounts, and directing patients to financial counselors.
• Schedule interpreter services for patients who may need assistance during their appointment and NorthPoint transportation services as needed to qualifying patients.
• Provide interpreter services when assisting patients.
• Provide HIPAA and Data Privacy information to patients and document in Epic.
• Collect payments for co-pays and scan medical insurance cards.
• Reach out to patients to remind them of their upcoming appointments and appropriately document any cancelled appointments that come through the cancellation line.
• Reach out to schedule/reschedule patient appointments from requests that come through the scheduling queues and checking Epic in-baskets, Microsoft Teams chats, Dentrix, or Wisdom for appointment requests that come through from medical and dental providers. 
• Provide guest service support for medical, behavioral health, optometry, and satellite clinics.
• Perform closing of cash register duties and other end of day duties as assigned.

• One of the following:
  • Two years or more of office clerical experience.
  • Two years or more of related post-high school education.
  • 18 months or more of office clerical experience and completion of the Office Specialist Pathway Training program.
  • One year or more of office clerical experience and completion of the Human Services Pathway Training Program.
• Ability to communicate fluently in Spanish, in addition to English, both verbally and in writing.

• Experience:
  • Using Epic, Dentrix, or other electronic health record (EHR) systems.
  • Performing front desk duties and handling confidential information. 
  • Working in a medical/dental office setting.
  • Working with Microsoft Office suite (Excel, Outlook, Teams & Word).
• Knowledge of HIPAA security and privacy regulations.
• Ability to:
  • Effectively communicate face to face and via telephone with people who have limited English skills and/or non-English speaking customers.
  • Work effectively and communicate with individuals from a variety of cultural and lifestyle backgrounds in a respectful and non-judgmental manner.
  • Handle multiple complex and simultaneous tasks by setting priorities to meet deadlines.
  • Provide excellent customer service skills with the ability to conduct oneself professionally and handle sensitive/difficult issues in a tactful manner. 
  • Interpret computerized reports, tables, and charts; process and integrate a variety of complex information from multiple sources.
  • Code and classify information according to specific general guidelines and principles.