Patient Access Representative (Call Center Scheduling)

“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 competencyProvides quality service by answering patients’ direct questions, and coordinating with the appropriate resources and/or departments Confirms patient eligibility, and answers eligibility related questionsAssists with Health Center medical records, adhering to confidentiality protocols Assists with Health Center referral coordinationSchedule, 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 applicableConducts daily outbound appointment reminder calls Contacts patients on appointment waitlists to offer and schedule earlier or newly available appointment openingsComply 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 protocolsEstablishes and maintains effective working relationships with all personnel contacted during the course of daily duties, fostering a positive and collaborative environmentProvides benefit plan and eligibility information to patients, providers, unions, and employersAssists in escalating urgent, sensitive, or unresolved patient issues, concerns and/or inquiries as designated in Provider Partner and Health Center protocolsParticipates in all required annual Mental Health call emergency training Assists with triaging Medical or Mental Health emergency calls Adheres to the Team Quality Assurance ProgramAssist with quality calls to all Health Center departments Assists with assigned special projects designated by leadershipSets goals and achieve measurable resultsContributes ideas to plans and achieving department goalsExemplifies the Fund’s BETTER Values and professional effectiveness dimensions in contributing to a respectful, trusting, and engaged culture of diversity and inclusionPerforms other duties as assigned within the scope of responsibilities and requirements of the jobPerforms 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 preferredExperience using call center software and working in a high-volume call center Understands medical and insurance terminologyKnowledge of patient rights and age specific patient care practices Education, Licenses, and Certifications Required: High School Diploma or EquivalentAssociate'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 conditionsUtilizes effective listening skills and critical thinking skills to recognize and communicate issues to management including trends, anomalies and any other areas needing improvementAbility to work in a high-volume, fast-paced call center environmentIntermediate level computer skills in Microsoft Office (PowerPoint, Word, Outlook) Typing and ten keyEffective, efficient, and safe use of office equipmentAble to follow departmental and Health Center safety practices and proceduresPreferred 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 environmentAbility 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: $19.00~$23.00. 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). Benefits: 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).