Patient Contact Center Representative

UNITE HERE HEALTH•Las Vegas, NV

1d•$19 - $27•Onsite

About The Position

UNITE HERE HEALTH serves over 200,000 workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity! This is a Neighborhood Health Center Position The Patient Contact Center Representative is the first point of contact for all patients calling into our call center phone system. The PCC Representatives’ mission is to provide 5-star customer service experiences, guided by the Health Center’s mission, vision, and values. Representatives in this high-volume call center use 5-star customer service techniques to identify and clarify the needs and desires of the caller. The representative is the main point of contact for patients and families when calling all health center locations, and through active listening, responsiveness and insight, will assist and/or guide the call to a complete resolution.

Requirements

1 ~ 2 years (minimally) of related experience
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

Nice To Haves

Associate’s degree in related field or equivalent work experience, preferred

Responsibilities

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
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
Establishes and maintains effective working relationships with all team members
Assists with assigned special projects designated by Patient Contact Center Supervisor or Patient Contact Representative Lead
Exemplifies the Fund's values in leading and fostering a respectful, trusting, and engaging culture of inclusion and engagement