• Health Resource Team Representative

    Job Locations US-IL-Chicago
    Posted Date 1 week ago(7/9/2018 6:12 PM)
    # of Openings
    Customer Service/Support
  • Overview




    Looking for a way to influence the health and healthcare of many?


    If so, we’d love to hear from you! Our mission-driven organization is focused on theTriple Aim - Better Health, Better Healthcare and Lower Costs to individuals and their families who participate in our health plans.


    UNITE HERE HEALTH serves 100,000+ workers and 220,000 covered lives 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!



    Key Attributes:


    • Integrity – Must be trustworthy and principled when faced with complex situations
    • Ability to build positive work relationships – Mutual trust and respect will be essential to the collaborative relationships required
    • Communication – Ability to generate concise, compelling, objective and data-driven reports
    • Teamwork – Working well with others is required in the Fund’s collaborative environment
    • Diversity – Must be capable of working in a culturally diverse environment
    • Continuous Learning – Must be open to learning and skill development.  As the Fund’s needs evolve, must be proactive about developing new areas of expertise
    • Lives our values – Must be a role model for the Fund’s BETTER Culture and Mission (Better, Engage, Teamwork, Trust, Empower, Respect)

    The purpose of this position is to be the face of the fund, especially to participants and to provide benefit, claim and health care education and information to this multi-cultural community. The Health Resource Team Representative shares the UNITE HERE HEALTH message by encouraging the utilization of benefits according to plan provisions and best healthcare value.



    • Serves as the main point of contact for the Fund’s members, unions, employers, providers, and vendors on benefit, claims and eligibility issues, education and questions
    • Receives and records telephone inquiries regarding plan benefits, claims and eligibility and backs up HRT I and Reception positions for walk-in inquiries
    • Performs telephonic enrollment functions and in-person outreach as needed
    • Encourages members to take steps to get involved in programs to improve their health
    • Recognizes and communicates issues to management including trends and anomalies
    • Researches benefit, eligibility and claim issues and initiates corrective action with relevant departments
    • Maintains up-to-date knowledge of all systems and sources relating to plan benefits, processes, policies, etc. that will affect performance of daily tasks
    • Seeks management assistance on issues unable to resolve in a timely manner
    • Participates in benefit presentations as needed
    • Maintains awareness of work volumes and service levels
    • Assists in special projects as requested by management
    • 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


    • Associate's degree in Healthcare or related field or equivalent work experience required 
    •  1 ~ 2 years of direct experience minimum in a healthcare, insurance, Union or community engagement environment
    • Working knowledge and experience in enrollment requirements and processes
    • Experience in customer service duties in person and/or over the phone
    • Experience in a call center
    • Working knowledge in complex claims processes, complex self-pay processes including payment, vacation hours, and leave of absence application
    •  Intermediate level Microsoft Office skills (Word, Outlook)

    • Intermediate level Microsoft Excel skills 

    • Required fluency (speak and write) in Spanish, Cantonese/Mandarin preferred

    • Travel  10 % or less

    • Listening and communication skills (written and verbal)

    • Customer service and relationship building skills

    • Team, research and problem solving skills

    • Ability to navigate and perform searches on the internet

    • Ability to use various systems (HRTLink, Benefit Inquiry Tool, Pulse/Connect, etc.)

    • Ability to connect with others on a personal level



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