Patient Services Coordinator
2 weeks ago
OBJECTIVE
The objective of this role is to serve as the initial point of contact and a welcoming presence for all patients and their families, ensuring a premier customer service experience aligned with the mission, vision, and values of UNITE HERE HEALTH. This position employs exceptional customer service techniques to greet patients, ascertain, and clarify their needs and preferences.
KEY RESPONSIBILITIES
- Facilitates health center operations by welcoming and directing patients in the lobby area.
- Conducts tours of the health center as needed.
- Assists patients with signing up for and navigating the patient portal.
- Delivers quality service by addressing patients' inquiries and coordinating with relevant departments.
- Verifies patient eligibility and responds to related questions.
- Aids patients during the check-in process.
- Supports the management of health center medical records.
- Assists with wellness classes at the health center as required.
- Reviews appointment details including date, time, location, and provider with patients.
- Handles all non-clinical inquiries and guides patients to appropriate locations within the health center or external resources as necessary.
- Builds and maintains effective working relationships with all team members.
- Provides information regarding benefit plans and eligibility to patients, providers, unions, and employers.
- Assists in escalating urgent or unresolved patient issues as per established protocols.
- Contributes to special projects as assigned by the Health Center Manager or Ambassador Lead.
- Adheres to the quality assurance program of the Guest Experience department.
- Sets and achieves measurable goals.
- Offers suggestions for plans and departmental objectives.
- Demonstrates commitment to Diversity and Inclusion principles, fostering a safe and inclusive culture.
- Embodies the organization's core values in promoting a respectful and engaged culture.
- Performs additional duties as assigned within the scope of the role.
- Completes essential functions with or without reasonable accommodation.
QUALIFICATIONS
Experience and Knowledge
- Minimum of 1 to 2 years of relevant experience.
- Preferred experience in a healthcare setting.
- Familiarity with medical and insurance terminology.
- Understanding of patient rights and age-specific care practices.
Education and Certifications
- Required: High School Diploma or equivalent.
- Preferred: Associate's degree in a related field or equivalent experience.
Skills and Competencies
- Ability to communicate effectively with diverse individuals under pressure.
- Utilizes active listening and critical thinking to identify and communicate issues to management.
- Intermediate proficiency in Microsoft Office applications (PowerPoint, Word, Outlook).
- Proficient in typing and ten-key data entry.
- Effective use of office equipment.
- Adheres to departmental and health center safety protocols.
- Preferred fluency in Spanish (spoken and written).
- Excellent verbal and written communication skills.
- Able to work independently or collaboratively while managing multiple tasks in a fast-paced environment.
Compensation and Benefits
The hourly wage for this position ranges from $18.46 to $22.61, influenced by experience, qualifications, and other relevant factors. Full-time work schedule is Monday through Saturday, totaling 37.5 hours per week.
UNITE HERE HEALTH offers a comprehensive benefits package, including medical, dental, and vision coverage, paid time off, holidays, a 401(k) plan, disability insurance, life insurance, flexible spending accounts, tuition assistance, and an employee assistance program.
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