Health Center Concierge at UNITE HERE HEALTH – North Las Vegas, Nevada

UNITE HERE HEALTH serves over 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!

This is a Neighborhood Health Center Opening

The Health Center Concierge serves as the first point of contact and a positive representative for all patients and families, delivering a 5-star customer service experience that reflects the Health Center’s mission, vision, and values. This role utilizes exceptional service techniques to warmly welcome patients, identify and clarify their needs, and provide effective, compassionate assistance. Responsibilities also include conducting both scheduled and unscheduled tours, as well as offering language support to provider partners when needed.

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
• Acts as a liaison for the patients and the Health Center
• Collaborates with Facilities on supply requests
• Submits IT tickets in support of the team
• Ensures all patient forms and flyers are stocked, updated, and available to staff and patients
• Leads by example by maintaining and promoting excellent customer service
• Serves as the initial point of contact for resolving patient complaints or issues, making every effort to address and resolve concerns effectively in the absence of the HCA Lead
• Assists HCA Lead in managing the lobby in accordance to business needs and customer service
• Assists HCA Lead with data collection, monitoring, and provides updates
• Assists HCA Lead and Manager of the Culinary Health Center with the oversight of daily activities and staffing
• Assists HCA Lead with reporting daily recap of tasks, activities, and employee updates to the Manager of the Culinary Health Center
• Assists HCA Lead with team meetings, agendas, team building exercises, and all relevant documentation and materials
• 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

• 3 ~ 5 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, interpersonal, and problem-solving skills.
• Ability to work independently or in a group setting and manage competing deadlines and multiple projects in a fast-paced environment

Hourly range for this position: Hourly: $18.87~$22.05. 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): 11AM - 7PM, Monday through Saturday (Friday & Sunday off, Saturdays required), 7.5 hours per day (37.5 per week) onsite full-time at our Craigh Health Center.

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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