Patient Contact Center Representative II

“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!”

THIS IS A NEIGHBORHOOD HEALTH CENTER POSITION

PURPOSE

The purpose of this position is to be the first point of contact for all patients via our call center phone system by providing a 5-star customer service experience, guided by the Health Center’s mission, vision, and values. This position uses 5-star customer service techniques in a high-volume call center, identify and clarify patient’s needs and desires. The Patient Contact Representative II is the main point of contact for patients and families when calling all Health Center locations.

ESSENTIAL JOB FUNCTIONS AND DUTIES

Performs the full range of Patient Contact Center Representative I duties, as assigned, based on operational needs, training, and demonstrated competency
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, adhering to confidentiality protocols
Assists with Health Center referral coordination
Schedule, confirm, and coordinate appointments for patients and provider partners as needed, ensuring accuracy of date, time, location, and provider information.
Assists with all clinical and non-clinical inquiries and directs patient calls to all relevant locations within the Health Center or to an outside source where applicable
Conducts daily outbound appointment reminder calls
Contacts patients on appointment waitlists to offer and schedule earlier or newly available appointment openings
Comply with Patient Contact Center member complaint process
Assists in escalating urgent, sensitive, or unresolved patient issues, concerns and/or inquiries as designated in Provider Partner and Health Center protocols
Establishes and maintains effective working relationships with all personnel contacted during the course of daily duties, fostering a positive and collaborative environment
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
Participates in all required annual Mental Health call emergency training
Assists with triaging Medical or Mental Health emergency calls
Adheres to the Team Quality Assurance Program
Assist with quality calls to all Health Center departments
Assists with assigned special projects designated by leadership
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

3 ~ 5 years of direct scheduling experience in a high-volume call center minimum
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

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
Ability to work in a high-volume, fast-paced call center environment
Intermediate level computer skills in Microsoft Office (PowerPoint, Word, Outlook)
Typing and ten key
Effective, efficient, and safe use of office equipment
Able to follow departmental and Health Center safety practices and procedures
Preferred fluency (speak or 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 healthcare environment
Ability to accurately use medical and technical terminology during scheduling and patient communications; completion of the required medical translation course is mandatory.

Hourly range for this position: $20.35~$22.05. 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~Saturday, 7.5 hours per day (37.5 hours per week).

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