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University of Minnesota Physicians

Intake Representative (Call Center)

This job has now expired

University of Minnesota Physicians
Monday, January 21, 2013
Tuesday, February 12, 2013
Minneapolis, MN
Employment Status

Further information


The Intake Representative will be responsible for scheduling appointments in a Call Center for numerous specialty clinics.  The employee will be responsible for complete and accurate patient registration and will work closely with the Central Business Office and financial counselors to assure we have accurate billing and insurance information. The scheduler will work closely with the clinic staff to most efficiently handle the patient’s needs and provide first call resolution to the callers.  Listening to the patient’s needs and finding a solution for them is crucial. This position will provide excellent customer service by effectively communicating with a diverse age and ethnic population. The employee must demonstrate an audible, friendly, professional, and well-mannered speaking voice.  Critical thinking skills and the ability to make decisions in a fast-paced environment are essential attributes.  Utilizing scheduling guidelines as a guide to come to well-reasoned conclusions and solutions for callers.  Ability to know when to raise vital questions and problems to the Call Center and Clinic Management. The candidate must be able to quickly learn medical and clinical terms, practice managements systems and be able to schedule efficiently while speaking with callers.  Maintains strict patient confidentiality.  Acts as a liaison between the Call Center and the clinic Medical Director and management staff.

In order to qualify for this role, you must possess:

  • Some advanced education and/or training including written and verbal communications, customer needs assessment, problem solving, customer service and computer usage
  • 2 plus years of customer service experience in health care or a professional service industry
  • Proven ability to listen effectively and to maintain strict patient/customer confidentiality
  • Proven emotional intelligence and patience
  • Ability to type on keyboard and utilize various computer screens while conversing with patient/customer
  • Ability to learn new computer systems and workflow processes
  • Ability to multi-task on an ongoing basis
  • Passing of medical terminology test with a score of at lest 80% is required
  • Excellent customer care ethics
  • Ability to remain calm and polite at all times
  • Strong telephone management skills
  • Organization and prioritization skills
  • Ability to handle and resolve patient complaints
  • Ability to direct requests and unresolved issues to the designated resource


  • BA in Healthcare Management or related area with training in communication, situational analysis, problem solving, customer service and organization skills
  • 2 years scheduling complex patient appointments and registering patient information in a practice management system
  • Excellent medical terminology
  • Knowledge of current computer systems, including EPIC


We offer a competitive salary and excellent benefits and provide you with the opportunity to enhance your career in the exciting field of healthcare through rewarding and challenging assignments and the opportunities for advancement

University of Minnesota Physicians