Patient Contact Center Rep. Supervisory Lead at UNITE HERE HEALTH

Las Vegas, Nevada, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Mar, 26

Salary

61300.0

Posted On

23 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Center Experience, Team Leadership, Bilingual Skills, Medical Records Management, Quality Assurance, Customer Service, Scheduling, Performance Reviews, Emergency Response, Collaboration, Data Analysis, Process Improvement, Patient Care Practices, Critical Thinking, Communication, Time Management

Industry

Hospitals and Health Care

Description

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 position. The Patient Contact Center Supervisory Lead plays a key role in supporting leadership and ensuring smooth daily operations within the Culinary Health Center’s Patient Contact Center. This position serves as a subject matter expert on call center workflows and systems, guiding the team to deliver exceptional customer service aligned with the Health Center’s mission, vision, and values. The Lead will also resolve patient concerns or escalate issues to the appropriate resources when necessary. ESSENTIAL JOB FUNCTIONS AND DUTIES * Oversee daily activities and staffing for the Patient Contact Center, including coverage and weekly scheduling * Manage medical records requests and Health Center referrals * Act as the primary point of contact for leadership and provider partners; assume operational oversight in the absence of department leadership * Review and maintain timecards, ensuring accurate documentation for coaching and performance discussions * Lead the quality assurance program by monitoring call quality, conducting check-ins, and sharing feedback with leadership for timely action * Provide shift coverage as needed to maintain service levels * Generate and analyze phone system reports to improve operational efficiency * Coordinate team schedules, appointment reminders, and reschedules using data-driven insights * Support leadership in developing provider partner schedules and implementing new scheduling template * Assist with performance reviews (90-day and annual), including preparation of documentation * Facilitate bi-weekly team meetings, including agenda preparation and team-building activities * Respond to medical and mental health emergency calls; participate in annual emergency training * Foster strong working relationships across teams and stakeholders to promote collaboration * Deliver benefit plan and eligibility information to patients, providers, unions, and employers * Escalate urgent or unresolved patient issues per established protocols * Prepare management reports on call center operations and trends * Serve as a subject matter expert for projects and training initiatives * Recommend process improvements and contribute to policy development * Exemplify organizational values by promoting a respectful, inclusive, and engaged culture ESSENTIAL QUALIFICATIONS * 5 ~ 7 years of related call center experience minimum * 2 ~ 3 years of team lead experience required * Spanish Bilingual skills, preferred * Associate’s degree in related field or equivalent work experience, required * Working knowledge and experience in a Health Care environment with increasing work responsibility * Understands medical and insurance terminology * Knowledge of patient rights and age specific patient care practices * Ability to work in a high-volume, fast-paced call center environment * Utilizes effective listening and critical thinking skills to identify and communicate issues including trends and anomalies, while also creating weekly schedules and effectively addressing staffing challenges Salary range for this position: Salary $50,100 - $61,300. 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): 7.5 hours per day (37.5 hours per week) as an onsite employee with an 11am – 7pm shift, and Sunday/Friday off. 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). #LI-Onsite

Responsibilities

The Patient Contact Center Supervisory Lead oversees daily operations and staffing of the Patient Contact Center, ensuring exceptional customer service. They also manage medical records requests, lead quality assurance programs, and resolve patient concerns.