Patient Contact Center Representative

Job Description

Job Description

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.

ESSENTIAL JOB FUNCTIONS AND DUTIES

• 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

ESSENTIAL QUALIFICATIONS

Salary range for this position : Hourly $18.87 - $26.97. Actual base salary may vary based upon, but not limited to : relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

Work Schedule (may vary to meet business needs) : Monday~Friday, 7.5 hours per day (37.5 hours per week) 8am to 4pm with Tuesday and Sunday off as an onsite employee in our Saint Louis Square, Las Vegas office location.

We reward great work with great benefits, including but not limited to : Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).

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