Patient Contact Center Representative

4 weeks ago

Las Vegas, United States UNITE HERE HEALTH Full time
Job DescriptionJob Description

PURPOSE

The purpose of this position is to be the first point of contact for all patients via our call center phone system by providing a 5-star customer service experience, guided by the Health Center’s mission, vision, and values. This position uses 5-star customer service techniques in a high-volume call center, identify and clarify patient s’ needs and desires. The Patient Contact Representative is the main point of contact for patients and families when calling all health center locations.

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
  • Assists with 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
  • 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
  • Sets goals and achieve measurable results
  • Contributes ideas to plans and achieve department goals
  • Demonstrates the Fund’s Diversity and Inclusion (D&I) principles in their conduct at work and contributes to a safe inclusive culture with equitable opportunities for success and career growth
  • Exemplifies the Fund’s BETTER Values in contributing to a respectful, trusting, and engaged culture of diversity and inclusion
  • Performs other duties as assigned within the scope of responsibilities and requirements of the job
  • Performs Essential Job Functions and Duties with or without reasonable accommodation

ESSENTIAL QUALIFICATIONS

Years of Experience and Knowledge

  • 1 ~ 2 years of related experience minimum
  • Working knowledge and experience in a healthcare environment preferred
  • 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

Education, Licenses, and Certifications

  • Required: High School Diploma or Equivalent
  • Associate's degree in related field or equivalent work experience preferred

Skills and Abilities

  1. Communicates with a wide variety of people from diverse socio-economic and ethnic backgrounds respectfully and effectively under stressful conditions
  2. Utilizes effective listening skills and critical thinking skills to recognize and communicate issues to management including trends, anomalies and any other areas needing improvement
  3. Ability to work in a high-volume, fast paced call center environment
  4. Intermediate level computer skills in Microsoft Office (PowerPoint, Word, Outlook)
  5. Typing and ten key
  6. Effective, efficient, and safe use of office equipment
  7. Able to follow departmental and health center safety practices and procedures
  8. Preferred fluency (speak or write) in Spanish
  9. Excellent written and verbal communication skills.
  10. Ability to work independently or in a group setting and manage competing deadlines and multiple projects in a fast-paced environment


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, 7.5 hours per day (37.5 hours per week); Full-time on site.

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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