Patient Access Representative; Call Center Scheduling

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Regular Full-Time Las Vegas, NV, US

2 days ago Requisition

Salary Range: $19.00 To $23.00 Hourly

“UNITEHEREHEALTHserves 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…