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Patient Contact Center Representative

3 months ago

Las Vegas, United States UNITE HERE HEALTH Full time $18 - $22
Job DescriptionJob Description

UNITE HERE HEALTH serves 190,000+ workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity


Our Patient Contact Center Representative is the first point of contact for all patients via our call center phone system. They provide a 5-star customer service experience, guided by the Health Center’s mission, vision, and values. Our high-volume call center position uses 5-star customer service techniques to identify and clarify patients’ needs and desires.


ESSENTIAL JOB FUNCTIONS AND DUTIES

  • Provides quality service by answering patients’ direct questions, and coordinating with the appropriate resources and/or departments
  • Confirms patient eligibility, and answers eligibility related questions
  • Assists with health center medical records and health center referral coordination
  • Assists with patient wellness class follow-up calls as needed
  • Reviews appointment date, time, location, and provider name with patient
  • Assists with all non-clinical inquiries and directs patient calls to all relevant locations within the health centers or to an outside source where applicable
  • Our team is family Establishes and maintains effective working relationships with all team members
  • Provides benefit plan and eligibility information to patients, providers, unions, and employers
  • Assists in escalating urgent, sensitive, or unresolved patient issues, concerns and/or inquiries as designated in Provider Partner and Health Center protocols
  • Successfully participate in annual Mental Health call emergency training
  • Assists with triaging Medical or Mental Health emergency calls
  • Adheres to the Team Quality Assurance Program
  • Assists with assigned special projects designated by Patient Contact Center Supervisor or Patient Contact Representative Lead


ESSENTIAL QUALIFICATIONS

  • Spanish Bi-lingual proficiency
  • 1 ~ 2 years of related experience minimum
  • Working knowledge and experience in a healthcare environment
  • Experience using call center software and working in a high-volume call center
  • Understands medical and insurance terminology
  • Knowledge of patient rights and age specific patient care practices


Hourly range for this position: $18.46 ~ $22.61. Actual hourly rate may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.


Work Schedule (may vary to meet business needs): 11am - 7pm; split days off (Tuesday and Sunday) 7.5 hours per day (37.5 hours per week); Full-time onsite.


We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Tuition Assistance, and Employee Assistance Program (EAP).

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