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Patient Contact Center Representative Lead

Company: Unite Here Health
Location: Las Vegas
Posted on: June 12, 2021

Job Description:



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 Four Cs


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.


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


We collaborate with each other and our partners to promote a cohesive and patient centric culture focused on continuous improvement and excellence.



The purpose of this position is to be the first point of contact for all participants via health center lobby and call center phones. This position will assist the Patient Contact Supervisor with overseeing the patient contact center representatives and act as a lead and subject matter expert for them. The position will provide consistent superior customer service aligned with the Health Center's mission and vision. This position uses excellent customer service techniques, meets and greets patients; identifies and clarifies patients' needs and desires, confirms patients scheduled appointment within the center to place an ID band on member's wrist, assist with scheduling appointments by creating patient cases within the EMR including all relevant information needed, and answer all patients' questions. Acts as the positive "face" of the health center as the main point of contact for participants and families.


  • Acts as a lead and mentors other Patient Contact Center Representatives
  • Assists Supervisor with the oversight of daily activities
  • Provides direction and guidance to less experienced team members
  • Assists Supervisor in scheduling
  • Gives constructive feedback to team members in order to allow them to grow successfully in their roles
  • Assists in overseeing the Patient Contact Center Representatives when Supervisor is not available
  • Ability to make lower-level decisions if Supervisor is absent
  • Flexible to cover shifts as needed
  • Recognizes and recommends areas of needing improvement
  • Supports center operations by greeting, screening, asking surveillance questions, verifying appointments, and giving direction to members in health center lobby as well as being equally knowledgeable when logged into the health center call queue and accepting queue calls
  • Answers patients' direct questions, or will coordinate with the appropriate resources and/or departments to provide the answer to our members
  • Confirms patient's eligibility
  • Assists with check-in as needed
  • May schedule appointments for patients; review appointment date, time, location, and provider name with participants
  • Assists with all non-clinical inquiries and directs calls to all relevant locations within the Health Center or to an outside source where applicable
  • Establishes and maintains effective working relationships with all personnel contacted in the course of duties
  • Communicates with a wide variety of people from diverse socio-economic and ethnic backgrounds respectfully and effectively under stressful conditions
  • Provides benefit plan and eligibility information to participants, providers, unions, employers, and others, both over the phone and at the health center
  • Utilizes effective listening skills to recognize and communicate issues to team members and management including trends and anomalies
  • Acts as a liaison for the patients and the health center
  • Assists participants to other departments as needed
  • Assist with assigned special projects designated by the Patient Contact Center Supervisor
  • Contributes ideas to plans and achieving department goals
  • 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

  • 4 ~ 6 years of related Patient Contact Center experience minimum
  • 0 ~ 1 years of team lead experience required
  • Working knowledge and experience in a Health Care environment preferred
  • Experience using standard office equipment such as phones, copiers and facsimiles
  • Understands medical and insurance terminology
  • 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

Education, Licenses, and Certifications

  • Associate's degree or equivalent work experience required
  • Bachelor's degree or equivalent work experience preferred

Skills and Abilities


  • Strong customer service and oral communication skills
  • Intermediate level computer skills in Microsoft Office (PowerPoint, Word, Outlook)
  • 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
  • Able to follow departmental and health center safety practices and procedures
  • Bi- or Multi- lingual skills (written and verbal): English and Spanish required
  • Excellent written and verbal communication skills
  • Excellent critical thinking skills
  • Ability to work independently in a time-oriented environment


  • Must be open-minded, non-judgmental, and compassionate
  • Must be flexible and comfortable with ambiguity, eager to work in a dynamic environment and willing to learn new skills
  • Must demonstrate excellent interpersonal communication skills both in-person and by phone
  • Must have the ability to work well both as a member of a team and independently
  • Mobility to work in a typical clinical setting and use of standard equipment
  • Stamina to remain seated or standing, and maintain concentration for extended periods of time
  • Vision to read 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

Keywords: Unite Here Health, Las Vegas , Patient Contact Center Representative Lead, Other , Las Vegas, Nevada

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