Health Center Ambassador Lead in Las Vegas, Nevada at UNITE HERE HEALTH

UNITE HERE HEALTH serves 190,000+ 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 support the Manager of Culinary Health Center in overseeing the daily operations of the Health Center Ambassadors. The Health Center Ambassador Lead serves as a subject matter expert and resource for all ambassador workflows, ensuring delivery of high-quality customer service aligned with the Health Center’s mission, vision, and values. This position assists with daily coverage, coordinate tours, and develops weekly team schedules. The Health Center Ambassador Lead resolves patient issues or escalates them as needed, upholds the highest standards of integrity and accountability, and serves as a positive representative of the Health Center. This role is a primary point of contact for patients and families alongside the Health Center Ambassadors.

ESSENTIAL JOB FUNCTIONS AND DUTIES

• Provides primary coverage for all Health Center Ambassador (HCA) shifts as needed across all Health Centers
• Promotes a positive and trusting work environment by addressing any issues, concerns, or policy violations promptly with the Health Center Leadership
• Establishes and maintains effective working relationships with all team members
• Crafts, manages, and amends daily, weekly, and new hire onboarding schedules
• Conducts monthly and ad hoc team/individual pulse checks to gather feedback and share relevant updates or concerns with the Manager of Culinary Health Center for follow-up
• Develops and implements new hire trainings and ensure comprehension of all HCA training materials
• Collaborates with Patient Experience team to support Health Center Wellness classes and logistics as needed
• Participates in the daily schedule and rotates through various responsibilities
• Supports the Manager of Culinary Health Center with team meetings, agendas, documentation and materials, and organizing team-building exercises
• Reports daily recap of tasks, activities, and team updates to the Manager of Culinary Health Center
• Assists the Manager of Culinary Health Center with the scheduling and monitoring of Health Center tours
• Supports center operations by greeting and directing members in the Health Center lobby
• Provides quality service, answers patients’ questions, and coordinates with the appropriate resources and/or departments as needed
• Reviews appointment date, time, location, and provider name with patients
• Assists with all non-clinical inquiries
• Provides benefit plan and eligibility information to patients, providers, unions, and employers, at the Health Center
• Assists in escalating urgent, sensitive, or unresolved patient issues, concerns and/or inquiries as outlined in Provider Partner and Health Center protocols
• Acts as a liaison for the patients and the Health Center
• Assists with assigned special projects designated by the CHC/CHF leadership
• 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

• 3 ~ 5 years of related Customer Service experience minimum
• 2 ~ 3 years of progressively responsible experience, including lead-level responsibilities or peer influence
• Proficiency in Spanish, both written and verbal, with medical terminology knowledge preferred
• Working knowledge and experience in a healthcare environment preferred
• Experience using standard office equipment such as phones, computers, copiers, and electronic fax
• Understands medical and insurance terminology
• Knowledge of patient rights and age-specific patient care practices

Education, Licenses, and Certifications

• Associate's degree or equivalent work experience required

Skills and Abilities

• Demonstrates professionalism and high workplace integrity in diverse situations

• Communicates with a wide variety of people from diverse socio-economic and ethnic backgrounds respectfully and effectively under stressful conditions

• Excellent written and verbal communication skills
• Applies active listening techniques to enhance team communication and collaboration
• Engages with team members and staff in a fair, equitable, and respectful manner
• Ability to de‑escalate patient concerns and resolve conflicts between team members in a calm and effective manner
• Identifies and communicates workflow gaps, trends and needs within Health Center
• Takes initiative, applies problem-solving skills, and leads by example
• Effectively facilitates team meetings, huddles, and group discussions
• Ability to work independently or in a group setting and manage competing deadlines and multiple projects in a fast-paced environment

• Intermediate level computer skills in Microsoft Office (Excel, PowerPoint, Word, Outlook)
• Ability to follow departmental and health center safety practices and procedures
• 10% ~ 15% travel, primarily within the Las Vegas area

OTHER JOB FUNCTIONS AND DUTIES

The information contained in this job description is designed to indicate the general nature and level of work performed in this job with a certain degree of specificity, where warranted. In no instance, however, should the duties, functions, qualifications, or requirements be interpreted as all-inclusive. Management may, at its discretion, assign or reassign functions and duties to or from this job at any time, due to reasonable accommodation or other reasons. Listed requirements, skills, qualifications, and abilities included have been determined to illustrate the minimal standards required to successfully perform the position.

Salary range for this position: Hourly, $23.79 - $29.12. 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.

Work Schedule (may vary to meet business needs): Tuesday~Saturday, 7.5 hours per day (37.5 hours per week) as an onsite position in the Durango Health Center location.

We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).

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