Health Center Ambassador II

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!

PURPOSE

The purpose of this position is to be the first point of contact as well as the positive representative for all patients and families, delivering a 5-star customer service experience aligned with the Health Center’s mission, vision, and values. The Health Center Ambassador II uses 5-star customer service techniques to welcome patients, identify, and clarify their needs and provide assistance. This role includes conducting scheduled and unscheduled tours and providing language assistance to provider partners when requested. 

ESSENTIAL JOB FUNCTIONS AND DUTIES

• Supports Health Center operations by greeting, and giving direction to patients in the Health Center lobby 
• Conducts Health Center tours
• Conducts new patient outreach assignments
• Demonstrates ability to warm-transfer calls to appropriate departments
• Assists with Health Center surveys
• Distributes approved Health Center and/or Culinary Health Fund flyers
• Promotes and assists patients with signing up for, navigating, and troubleshooting the patient portal
• Assists patients with walk-in appointments
• Updates daily trackers
• Collaborates with Health Center staff on special projects 
• Delivers 5-star service by answering patients’ questions and coordinating with the appropriate resources and/or departments
• Assists with all non-clinical inquiries and directs patients to all relevant locations within the Health Center or to an outside source where applicable
• Escalates urgent, sensitive, or unresolved patient issues, concerns, and/or inquiries as designated by Health Center Administrative Team
• Assists with patient check-in and required forms
• Assists with Health Center medical records, adhering to confidentiality protocols
• Assists with the Health Center Wellness classes, promoting healthy lifestyles and community engagement
• Reviews appointment details (date, time, location, and provider name) with patients, ensuring clear understanding of their upcoming appointments
• Establishes and maintains effective working relationships with all persons encountered during daily duties, fostering a positive and collaborative environment
• Complies with Guest Experience department’s quality assurance program
• Verifies patient eligibility and answers eligibility related questions
• Collaborate with team members, provider partner staff, and Patient Contact Center team on ideas, projects, or tasks that could impact Health Center operations
• 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

• 2 ~ 3 years of related experience minimum
• Working knowledge and experience in a healthcare environment preferred
• Understands medical and insurance terminology
• Knowledge of patient rights and age specific patient care practices
  

Education, Licenses, and Certifications

• Required: High School Diploma or equivalent
• Associate'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 conditions
• Utilizes effective listening skills and critical thinking skills to recognize and communicate issues to management including trends, anomalies and any other areas needing improvement
• Intermediate level computer skills in Microsoft Office (PowerPoint, Word, Outlook)
• Typing and ten key
• Strong organizational and time management skills
• Effective, efficient, and safe use of office equipment
• Able to follow departmental and Health Center safety practices and procedures
• Preferred fluency (speak and 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 environment
  

Salary range for this position: $18.87 - $22.05/hour. Actual base salary 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.

#LI-REMOTE, #LI-HYBRID, #LI-ONSITE

Salary : $19 - $22