Patient Contact Center Representative

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 Opening The Spanish Bi-lingual 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 PCC Re uses 5-star customer service techniques in a high-volume call center, identifying and clarifying patients’ needs and desires. They are the main point of contact for patients and families when calling all Health Center locations. 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 or referral coordination • Assists with outbound appointment reminder calls and/or patient wellness class follow-up calls • Will handle medical scheduling i.e. provider partner appointments • Review all appointment information with clarity and precision • 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 • Comply with Patient Contact Center member complaint process • Establishes and maintains effective working relationships with all personnel contacted during 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 • 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, and may assist with quality calls to all Health Center departments • Exemplifies the Fund’s values in leading and fostering a respectful, trusting, and engaged culture of inclusion and engagement ESSENTIAL QUALIFICATIONS • 1 ~ 2 years of related experience minimum • Preferred fluency (speak or write) in Spanish • Associate's degree in related field or equivalent work experience preferred • Experience with medical scheduling • Experience using call center software and working in a high-volume call center, strongly preferred • Understands medical and insurance terminology • Knowledge of patient rights and age specific patient care practice Salary range for this position:Hourly $18.87 - $26.97 (based on which level of Patient Contact Center Representative we are hiring; I, II or III). Also, 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) as an onsite employee working in our St. Louis Square office, with a shift of 11a – 7p; off Tues & Sun. 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). #LI-Onsite