Patient Contact Center Representative

UNITE HERE HEALTH serves 190,000+ 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 Spanish bilingual Patient Contact Center Representative is the first point of contact for all patients via our call center phone system. They provide 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 and is tasked with identifying and clarifying patients' needs and desires. This team is the main point of contact for patients and families when calling all Health Center locations, inquiring about benefit information.

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
• May assist with Health Center medical records and Health Center referral coordination
• Assists with patient wellness class follow-up calls, and schedule provider partner appointments as needed
• Review appointment date, time, location, and provider name with participants
• 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
• Assist with outbound appointment reminder calls
• Comply with Patient Contact Center member complaint process
• 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
• Assists with triaging Medical or Mental Health emergency calls and participates in emergency trainings
• Adheres to the Team Quality Assurance Program and may assist with quality calls to all Health Center departments
• Assists with assigned special projects designated by Manager of Patient Contact Center or Patient Contact Representative Lead
• Demonstrates the Fund's Diversity and Inclusion (D&I) principles in their conduct at work and contributes to a safe inclusive culture with equitable opportunities for success and career growth
  
  

Essential Qualifications

• 1 ~ 2 years of related experience minimum
• Spanish Bilingual requirement
• 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
• Associate's degree in related field or equivalent, preferred
• Knowledge of patients rights and age specific patient care practices
  
  

Salary range for this position: Hourly: $18.87 - $23.13. 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): Tuesday and Sunday off, 7.5 hours per day (37.5 hours per week) 11am - 7pm, as an onsite employee in our St. Louis Square 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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