Health Center Ambassador Lead

This is a Neighborhood Health Center Opening

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 Lead will act as a subject matter expert and resource for all ambassador workflows, supporting the team in delivering a high-quality customer service for health center patients which is aligned with the Health Center’s mission, vision, and values. This position will assist with daily coverage, coordinate tours, and support the development of weekly team schedules. The Lead must also be able to resolve patient issues or escalate to the appropriate person or persons. The person in this role will be a positive representative of the health center and will be the main point of contact for patients and families alongside the ambassadors.

ESSENTIAL JOB FUNCTIONS AND DUTIES

• Supports all Health Center Ambassadors to help them grow successfully in their roles
• Assists Manager of Culinary Health Center with daily activities and staffing coordination
• Conducts team and individual quality check-ins to gather feedback and share relevant updates or concerns with the manager for follow-up
• Responsible for reporting daily recap of tasks, activities, and team updates to the Manager of Culinary Health Center
• Assists with Health Center Wellness classes and logistics as needed
• Supports the Manager of Culinary Health Center with bi-weekly team meetings, agendas, documentation and materials, and organizing team building exercises
• Cover shifts as needed
• Assists the Manager of Culinary Health Center with the scheduling and monitoring of health center tours
• Supports center operations by greeting, and giving direction to 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
• Establishes and maintains effective working relationships with all team members
• 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 patients, providers, unions, and employers, at the Health Center
• Assists in escalating urgent, sensitive, or unresolved patient issues, concerns and/or inquiries as designated in Provider Partner and Health Center protocols
• Acts as a liaison for the patients and the Health Center
• Assists patients to other departments as needed
• 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
• Demonstrates the Fund’s Diversity and Inclusion (D&I) principles in their conduct at work and contributes to a safe inclusive culture with equitable opportunities for success and career growth
• Exemplifies the Fund’s BETTER Values 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 Customer Service experience minimum
• 1 ~ 2 years of team lead experience required
• Working knowledge and experience in a healthcare 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

Education, Licenses, and Certifications

• Associate's degree or equivalent work experience required

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 team members and management including trends, anomalies and any other areas needing improvement
• Intermediate level computer skills in Microsoft Office (PowerPoint, Word, Outlook)
• Beginner level Microsoft Excel skills
• Understands office theories and principles
• Ability 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
• 10% ~ 15% travel, primarily within the Las Vegas area

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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