Health Resource Specialist - Bilingual - $21.63 per hour

Job Title:

Health Resource Specialist - Bilingual

Reports To:

Eligibility & Enrollment Manager Supervises:
Not Applicable

Location:

Access to Healthcare Network – Reno Status:
Full-Time, Non‑Exempt About Access to Healthcare Network (AHN)

Access to Healthcare Network (AHN) is a mission-driven nonprofit dedicated to improving access to quality healthcare and supportive services. We foster a collaborative, respectful, and dynamic work environment where team members feel valued and supported. Joining AHN means contributing to meaningful work that positively impacts seniors, individuals with disabilities, and underserved community members.

The Health Resource Specialist is responsible for screening callers to determine eligibility and need for a wide range of healthcare programs available in Nevada, including but not limited to Access to Healthcare Network, Nevada Medicaid, Medicare, and Nevada Check‑Up. Additionally, the Health Resource Specialist provides backup support to front desk operations as needed, assisting with customer service and administrative duties to maintain efficient office workflow.

Typical schedule:

8:00a–4:30p or 8:00a–5:00p when covering Front Office

• Develop and maintain a strong working knowledge of healthcare programs including Access to Healthcare Network, Nevada Check‑Up, Medicare, Medicaid, and private insurance plans, including eligibility requirements and enrollment procedures.
• Handle inbound inquiry calls by providing accurate information on program requirements, answering questions, processing referrals, and ensuring timely and appropriate resolution.
• Assess caller needs with professionalism, empathy, and patience, ensuring a positive customer experience.
• Effectively communicate information regarding AHN programs and external community resources to meet client needs.
• Accurately input and maintain caller information in the database while using critical thinking to deliver effective assistance.
• Perform fast and precise data entry to support program operations.
• Collaborate closely with the Supervisor to ensure efficient and effective handling of caller concerns and issues.
• Maintain and update Access Medical and Healthy Living Plus membership accounts with a high level of accuracy.
• Build and sustain positive working relationships with members and internal departments.
• Review dispatch records to ensure accuracy, compliance with policies, and adherence to service level agreements.
• Communicate with drivers regarding scheduling updates, traffic conditions, and client-related concerns.
• Maintain clear and consistent communication with drivers, clients, and internal teams regarding dispatch updates and service status.
• Prepare and generate reports using Lifestyle Map.
• Perform other duties as assigned to support departmental and organizational goals.

• Knowledge of AHN services and willingness to learn administrative systems.
• Develop a clear foundational understanding of Access to Healthcare Network administrative functions, services, and internal systems.
• Develop a working knowledge of the Ring Central phone system to effectively manage calls.
• Demonstrate the ability to interact with clients and staff in a manner that is both compassionate and professional.
• Must attend staff and interdepartmental meetings and be willing to meet with the manager on a consistent and regular basis.
• Comfortable working in a fast-paced, process-driven environment while maintaining accuracy and efficiency.
• Strong team player with a collaborative mindset; able to work effectively across teams to achieve shared goals.
• Flexibility:
  Department work schedules are determined based on operational needs and may be adjusted at any time to meet changing departmental requirements.
• Must adhere to HIPAA regulations.

• Bilingual (English/Spanish) required.
• High School Diploma or equivalent required: AA Degree preferred.
• Minimum of two years of customer service experience required.
• Minimum of two years of computer experience, including proficiency with Microsoft operating systems, word processing applications, spreadsheets, internet navigation,…