Health Center Ambassador

UNITE HERE HEALTH•North Las Vegas, NV

7d•$19 - $23•Onsite

About The Position

The purpose of this position is to be the first point of contact as well as the positive representative for all patients and families, delivering a 5-star customer service experience aligned with the Health Center’s mission, vision, and values. The Health Center Ambassador I uses 5-star customer service techniques to welcome patients, identify, and clarify their needs and provide assistance. This role includes conducting scheduled and unscheduled tours and providing language assistance to provider partners when requested.

Requirements

1 ~ 2 years of related experience minimum
Working knowledge and experience in a healthcare environment preferred
Understands medical and insurance terminology
Knowledge of patient rights and age specific patient care practices
High School Diploma or equivalent
Communicates with a wide variety of people from diverse socio-economic and ethnic backgrounds respectfully and effectively under stressful conditions
Utilizes effective listening skills and critical thinking skills to recognize and communicate issues to management including trends, anomalies and any other areas needing improvement
Intermediate level computer skills in Microsoft Office (PowerPoint, Word, Outlook)
Typing and ten key
Strong organizational and time management skills
Effective, efficient, and safe use of office equipment
Able to follow departmental and Health Center safety practices and procedures
Excellent written and verbal communication, interpersonal, and problem-solving skills.
Ability to work independently or in a group setting and manage competing deadlines and multiple projects in a fast-paced environment

Nice To Haves

Associate's degree in related field or equivalent work experience preferred
Preferred fluency (speak and write) in Spanish

Responsibilities

Supports Health Center operations by greeting, and giving direction to patients in the Health Center lobby
Conducts Health Center tours
Conducts new patient outreach assignments
Demonstrates ability to warm-transfer calls to appropriate departments
Assists with Health Center surveys
Distributes approved Health Center and/or Culinary Health Fund flyers
Promotes and assists patients with signing up for, navigating, and troubleshooting the patient portal
Assists patients with walk-in appointments
Updates daily trackers
Collaborates with Health Center staff on special projects
Delivers 5-star service by answering patients’ questions and coordinating with the appropriate resources and/or departments
Assists with all non-clinical inquiries and directs patients to all relevant locations within the Health Center or to an outside source where applicable
Escalates urgent, sensitive, or unresolved patient issues, concerns, and/or inquiries as designated by Health Center Administrative Team
Assists with patient check-in and required forms
Assists with Health Center medical records, adhering to confidentiality protocols
Assists with the Health Center Wellness classes, promoting healthy lifestyles and community engagement
Reviews appointment details (date, time, location, and provider name) with patients, ensuring clear understanding of their upcoming appointments
Establishes and maintains effective working relationships with all persons encountered during daily duties, fostering a positive and collaborative environment
Complies with Guest Experience department’s quality assurance program
Verifies patient eligibility and answers eligibility related questions
Acts as a liaison for the patients and the Health Center
Collaborates with Facilities on supply requests
Submits IT tickets in support of the team
Ensures all patient forms and flyers are stocked, updated, and available to staff and patients
Leads by example by maintaining and promoting excellent customer service
Serves as the initial point of contact for resolving patient complaints or issues, making every effort to address and resolve concerns effectively in the absence of the HCA Lead
Assists HCA Lead in managing the lobby in accordance to business needs and customer service
Assists HCA Lead with data collection, monitoring, and provides updates
Assists HCA Lead and Manager of the Culinary Health Center with the oversight of daily activities and staffing
Assists HCA Lead with reporting daily recap of tasks, activities, and employee updates to the Manager of the Culinary Health Center
Assists HCA Lead with team meetings, agendas, team building exercises, and all relevant documentation and materials
Collaborate with team members, provider partner staff, and Patient Contact Center team on ideas, projects, or tasks that could impact Health Center operations
Sets goals and achieve measurable results
Contributes ideas to plans and achieving department goals
Exemplifies the Fund’s BETTER Values and professional effectiveness dimensions 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