• Patient Contact Center Representative

    Job Locations US-NV-Las Vegas
    Posted Date 1 month ago(6/18/2018 10:05 AM)
    # of Openings
    Health Center
    Neighborhood Health Center (Las Vegas)
  • Overview





    The Neighborhood Health Center is dedicated to helping our Culinary members live healthier lives. Working together with our medical partners, we are changing the way healthcare is delivered to the Culinary community. We strive to create an environment where every Culinary member has high-quality care, better access to medical services, and an exceptional patient experience.



    That every Culinary member we serve enjoys a better, healthier life.



    VALUES | Our Three Cs

    Compassion: Every team member is empowered and expected to take extraordinary measures to care for and treat each individual Culinary member's needs. 


    Clinical excellence:  We deliver the highest standard of care through our focus on prevention, early detection and evidence-based treatment of medical conditions. Through innovation, we take new approaches and use new techniques in delivering care. 

    Communication: We provide clear health communication and education to ensure our members have the information, resources, and knowledge they need to make informed decisions about their health.




    This position will be the first point of contact for all patients providing a consistent superior customer service experience in accordance with the Center’s mission and vison. This position uses excellent customer services techniques, meets and greets patients; identifies and clarifies patients’ needs and desires, confirms patient's identity and eligibility, obtains required signatures from patients, schedule patients for appointments, and answering patient's questions. Acts as the positive “face” of the Health Center as the main point of contact for participants and families Work at front desk and in a call center setting.

    • Support center operations by greeting and checking in patients at the front desk, verifying eligibility information, scheduling appointments, and other front desk functions.
    • Establishing and maintaining effective working relationships with all personnel contacted in the course of duties
    • Makes and answers phone calls to reschedule appointments when necessary
    • Communicating with a wide variety of people from diverse socio-economic and ethnic backgrounds under stressful conditions
    • Schedules appointments correctly-review appointment date, time, location, and provider name with participants
    • Act as a liaison for the patients and the Health Center. Assists participants to other departments as needed.
    • Provides benefit plan and eligibility information to participants, providers, unions, employers and others
    • Performs research on benefit issues and initiates corrective action
    • Other duties as assigned within the scope of responsibilities and requirements of the job




    • Effective, efficient and safe use of equipment
    • Strong customer service and oral communication skills
    • Understand office and call center theories and principles
    • Office theories and principles
    • Basic math
    • Medical and insurance terminology
    • Patient rights
    • Infection control policies and practices
    • Understand medical and insurance terminology
    • Follow department and hospital safety practices and procedures
    • Understands patient rights
    • Knowledge of infection control policies and practices
    • Knowledge of handling, storage, use and disposal of hazardous materials
    • Follows department and health center emergency response policies and procedures
    • Understands age specific patient care practices.


    • Department and health center emergency response policies and procedures
    • Minimum level computer skills in a Microsoft Office environment:
    • Bi- or Multi- lingual skills (written and verbal):


    • Manage competing deadlines and multiple projects in a fast-paced environment
    • Mobility to work in a typical clinical setting and use standard equipment; stamina to remain seated and maintain concentration for extended periods of time; vision to read instruments, printed materials and various electronic screens and monitors; hearing and speech to communicate effectively in person and over the telephone; strength and agility to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
    • Perform the essential functions of this job with or without reasonable accommodation


    High School Diploma or equivalent

    Minimum Years’ Experience: More than one (1) year working in customer service environment. Preferred experience in a health center environment.

    Other Requirements: Bi-Lingual highly recommended



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