• Patient Contact Center Rep

    Job Locations US-NV-Las Vegas
    Posted Date 3 weeks ago(1/3/2019 7:45 PM)
    # 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.



    The purpose of this position is to be the first point of contact for all participants via front desk and phone. 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.

    • Supports center operations by greeting and checking in patients at the front desk and over the phone
    • Answers patients direct questions
    • Confirms patients eligibility
    • Schedules appointments for patients; review appointment date, time, location, and provider name with participants
    • Establish and maintain effective working relationships with all personnel contacted in the course of duties
    • Communicating with a wide variety of people from diverse socio-economic and ethnic backgrounds under stressful conditions
    • Provides benefit plan and eligibility information to participants, providers, unions, employers and others
    • Provides proactive education to participants by phone
    • Utilize effective listening skills to recognize and communicate issues to management including trends and anomalies
    • Assist is escalated calls
    • Acts as a liaison for the patients and the health center.
    • Assists participants to other departments as needed.
    • 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




    Years of Experience and Knowledge

    • 1 ~ 2 years of related experience minimum
    • Working knowledge and experience in a health care environment.
    • Experience using standard office equipment such as phones, copiers and facsimiles
    • Strong typing and ten key


    Education, Licenses, and Certifications

    • High School Diploma or Equivalent
    • Associate's degree in related field or equivalent work experience preferred


    Skills and Abilities

    • Skills:
      • Strong customer service and oral communication skills
      • Minimum level computer skills in Microsoft Office
      • Using standard office equipment such as phones, copiers and facsimiles
      • Typing and ten key
      • Effective, efficient and safe use of equipment.
      • Understands office and call center theories and principles
      • Understands medical and insurance terminology
      • Department and hospital safety practices and procedures
      • Knowledge of patient rights and age specific patient care practices
      • Knowledge of OSHA and Infection control policies and practices; handling, storage, use and disposal of hazardous materials
      • Department and health center emergency response practices
      • Bi- or Multi- lingual skills (written and verbal): preferred.


    • Abilities:
      • Mobility to work in a typical clinical setting and use of 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.
      • Ability to perform basic mathematical computations
      • Manage competing deadlines and multiple projects in a fast-paced environment

    Strength and agility to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently.


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