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Healthcare Customer Service Specialist
2 months ago
UNITE HERE HEALTH is dedicated to serving 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.
Role Summary
The Patient Support Center Associate acts as the initial point of contact for all patients through our call center system. This role is pivotal in delivering a premium customer service experience, aligned with the Health Center's mission, vision, and values. In this high-volume call center environment, representatives utilize exceptional customer service skills to identify and address patients' needs and preferences.
Key Responsibilities
- Deliver high-quality service by responding to patients' inquiries and coordinating with relevant resources or departments.
- Verify patient eligibility and address related questions.
- Assist with the management of 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 with patients.
- Handle all non-clinical inquiries and direct calls to appropriate health center locations or external sources as needed.
- Foster effective working relationships with all team members.
- Provide information regarding benefit plans and eligibility to patients, providers, unions, and employers.
- Assist in escalating urgent or sensitive patient issues as per established protocols.
- Participate in annual training for Mental Health emergency calls.
- Support the triaging of Medical or Mental Health emergency calls.
- Adhere to the Team Quality Assurance Program.
- Contribute to special projects as assigned by the Patient Support 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, certifications, and other relevant factors.
Work Schedule
This position may require flexibility to meet business needs, typically working from 11 am to 7 pm with split days off.
We offer a comprehensive benefits package that includes Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Short- & Long-term Disability, Life Insurance, Flexible Spending Accounts, Tuition Assistance, and an Employee Assistance Program (EAP).
