After-Hours Answering Service Operator

Bienvivir All-Inclusive Senior Health (“Bienvivir”) is a community-based, patient-centered, comprehensive health care delivery system that advocates and promotes quality of life, optimum independence, dignity, and choices in a nurturing environment for frail seniors. Since 1987, Bienvivir has served the frail seniors of El Paso, Texas through the provision of the Program of All-Inclusive Care for the Elderly (“PACE”). PACE is a unique managed care benefit for frail seniors (referred to as participants) age 55 and older who are certified by the state as needing nursing home level care and who reside in a PACE service area. PACE programs coordinate and provide comprehensive medical and support services so that participants can remain independent and stay in their homes for as long as safely possible. BENEFITS for Full and Part-time employees who work 30 or more hours per week: We pay 100% of the MEDICAL monthly premiums for Employee Only coverage. We pay 100% of the DENTAL monthly premiums for Employee Only coverage. We provide an affordable VISION monthly premium for Employee + Family coverage. We pay 100% of BASIC LIFE for a benefit amount of $10,000. We offer safe harbor matching contributions for the 403(B) RETIREMENT SAVINGS account. We offer up to fifteen (15) days of PAID TIME OFF based on paid hours per pay period. We offer eleven (11) company-observed PAID HOLIDAYS. We offer education and TUITION REIMBURSEMENT. We offer MILEAGE REIMBURSEMENT. Bienvivir is currently accepting applications for the following position: AFTER-HOURS ANSWERING SERVICE OPERATOR The After-Hours Answering Service Operator serves as the first point of contact during designated after-hours, ensuring calls are answered promptly and routed appropriately. This role serves as a critical point of contact for participants, caregivers, providers, and staff by accurately documenting messages, following call flow protocols, and escalating urgent matters appropriately. The operator works remotely and must maintain strict confidentiality and professionalism at all times. RESPONSIBILITIES: Call Handling & Customer Service 1. Answer inbound after-hours calls promptly, courteously, and professionally. 2. Identify caller needs and follow established protocols and escalation procedures. 3. Accurately document call details, messages, and actions taken. 4. Route calls or escalate issues to on-call clinical staff, supervisor or contracted Nurse-Triage line 5. Provide clear, calm communication during urgent or sensitive situations. Operational & Administrative Responsibilities 1. Maintain up-to-date on-call schedules, contact lists, and service protocols. 2. Ensure continuity of services during after-hours operations, weekends, and holidays. 3. Report system issues, call trends, or concerns to the supervisor in a timely manner. 4. Participate in required training, meetings, and quality assurance activities. Compliance & Confidentiality 1. Adhere strictly to HIPAA confidentiality and organizational policies 2. Protect sensitive patient and organizational information while working remotely. 3. Follow all remote-work security requirements, including secure workspace and technology use. QUALIFICATIONS / REQUIREMENTS: 1. High School diploma or equivalent. 2. Prior receptionist or healthcare experience preferred. 3. Ability to use computers proficiently. 4. Bilingual (English/Spanish) REMOTE WORK REQUIREMENTS: 1. Reliable high-speed internet connection. 2. Quiet, private workspace that ensures confidentiality. 3. Ability to use employer-provided or approved computer, phone, and headset equipment. BIENVIVIR ALL-INCLUSIVE SENIOR HEALTH reserves the right to change the job description and/or work hours as required by the program or business necessity. Apply tot his job