Healthcare Call Center Specialist

1 week ago

Las Vegas, Nevada, United States UNITE HERE HEALTH Full time
Job Overview

UNITE HERE HEALTH is dedicated to supporting over 190,000 workers and their families in the hospitality and gaming sectors across the nation. Our commitment to innovation and progress drives us to create impactful programs and benefits that empower our participants to take charge of their health and healthcare. We invite you to explore this exciting opportunity.

Position Summary

The Patient Contact Center Representative serves as the initial point of contact for patients through our call center. This role is essential in delivering a premium customer service experience, aligned with the Health Center's mission, vision, and values. The representative utilizes effective customer service techniques to assess and address patients' needs and preferences.

Key Responsibilities

  • Deliver exceptional service by responding to patients' inquiries and coordinating with relevant resources or departments.
  • Verify patient eligibility and address related questions.
  • Assist with managing health center medical records and referral coordination.
  • Conduct follow-up calls for patient wellness classes as necessary.
  • Review appointment details, including date, time, location, and provider information with patients.
  • Handle all non-clinical inquiries and direct calls to appropriate health center locations or external sources when required.
  • Foster effective working relationships with all team members.
  • Provide benefit plan and eligibility information to patients, providers, unions, and employers.
  • Assist in escalating urgent or sensitive patient issues as per established protocols.
  • Participate in annual emergency training for Mental Health calls.
  • Support triaging of Medical or Mental Health emergency calls.
  • Adhere to the Team Quality Assurance Program.
  • Contribute to special projects as assigned by the Patient Contact Center Supervisor or Lead.

Qualifications

  • Proficiency in Spanish is required.
  • A minimum of 1 to 2 years of relevant experience.
  • Experience in a healthcare setting is preferred.
  • Familiarity with call center software and high-volume call environments.
  • Understanding of medical and insurance terminology.
  • Knowledge of patient rights and age-specific care practices.

Compensation

The hourly wage for this position ranges from $18.46 to $22.61, with actual rates varying based on experience, qualifications, and other relevant factors.

Work Schedule

Typical hours are from 11am to 7pm, with split days off (Tuesday and Sunday), totaling 37.5 hours per week, in a full-time onsite capacity.

We offer a comprehensive benefits package, including Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Short- & Long-term Disability, Life Insurance, AD&D, Flexible Spending Accounts, Tuition Assistance, and an Employee Assistance Program (EAP).

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