Health Center Ambassador / Concierge

UNITE HERE HEALTH serves 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!

PURPOSE

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 II 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.

ESSENTIAL JOB FUNCTIONS AND DUTIES

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
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

ESSENTIAL QUALIFICATIONS

Years of Experience and Knowledge

2 ~ 3 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

Education, Licenses, and Certifications

Required: High School Diploma or equivalent
Associate's degree in related field or equivalent work experience preferred

Skills and Abilities

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
Preferred fluency (speak and write) in Spanish
Excellent written and verbal communication skills.
Ability to work independently or in a group setting and manage competing deadlines and multiple projects in a fast-paced environment

Hourly range for this position: $20.35~23.08. Actual hourly rate 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).

We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k) match, 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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