Health Resource Specialist - Bilingual

Job Title: Health Resource Specialist - Bilingual

Reports To: Eligibility & Enrollment Manager

Supervises: Not Applicable

Location: Access to Healthcare Network – Reno

Status: Full-Time, Non‑Exempt

About Access to Healthcare Network (AHN)

Access to Healthcare Network (AHN) is a mission-driven nonprofit dedicated to improving access to quality healthcare and supportive services. We foster a collaborative, respectful, and dynamic work environment where team members feel valued and supported. Joining AHN means contributing to meaningful work that positively impacts seniors, individuals with disabilities, and underserved community members.

JOB PURPOSE

The Health Resource Specialist is responsible for screening callers to determine eligibility and need for a wide range of healthcare programs available in Nevada, including but not limited to Access to Healthcare Network, Nevada Medicaid, Medicare, and Nevada Check-Up. Additionally, the Health Resource Specialist provides backup support to front desk operations as needed, assisting with customer service and administrative duties to maintain efficient office workflow.

Typical schedule: 8:00a–4:30p or 8:00a–5:00p when covering Front Office

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:

• Develop and maintain a strong working knowledge of healthcare programs including Access to Healthcare Network, Nevada Check-Up, Medicare, Medicaid, and private insurance plans, including eligibility requirements and enrollment procedures.
• Handle inbound inquiry calls by providing accurate information on program requirements, answering questions, processing referrals, and ensuring timely and appropriate resolution.
• Assess caller needs with professionalism, empathy, and patience, ensuring a positive customer experience.
• Effectively communicate information regarding AHN programs and external community resources to meet client needs.
• Accurately input and maintain caller information in the database while using critical thinking to deliver effective assistance.
• Perform fast and precise data entry to support program operations.
• Collaborate closely with the Supervisor to ensure efficient and effective handling of caller concerns and issues.
• Maintain and update Access Medical and Healthy Living Plus membership accounts with a high level of accuracy.
• Build and sustain positive working relationships with members and internal departments.
• Review dispatch records to ensure accuracy, compliance with policies, and adherence to service level agreements.
• Communicate with drivers regarding scheduling updates, traffic conditions, and client-related concerns.
• Maintain clear and consistent communication with drivers, clients, and internal teams regarding dispatch updates and service status.
• Prepare and generate reports using Lifestyle Map.
• Perform other duties as assigned to support departmental and organizational goals.

BASIC REQUIREMENTS

• Knowledge of AHN services and willingness to learn administrative systems.
• Develop a clear foundational understanding of Access to Healthcare Network administrative functions, services, and internal systems.
• Develop a working knowledge of the RingCentral phone system to effectively manage calls.
• Demonstrate the ability to interact with clients and staff in a manner that is both compassionate and professional.
• Must attend staff and interdepartmental meetings and be willing to meet with the manager on a consistent and regular basis.
• Comfortable working in a fast-paced, process-driven environment while maintaining accuracy and efficiency.
• Strong team player with a collaborative mindset; able to work effectively across teams to achieve shared goals.
• Flexibility: Department work schedules are determined based on operational needs and may be adjusted at any time to meet changing departmental requirements.
• Must adhere to HIPAA regulations.

MINIMUM EDUCATION & EXPERIENCE

• Bilingual (English/Spanish) required.
• High School Diploma or equivalent required: AA Degree preferred.
• Minimum of two years of customer service experience required.
• Minimum of two years of computer experience, including proficiency with Microsoft operating systems, word processing applications, spreadsheets, internet navigation, database entry, and report generation.
• Experience with Salesforce software preferred
• Strong communication and organizational skills.
• Demonstrated experience in planning and executing organizational communications.
• Knowledge of public health programs or insurance preferred.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

• The noise level in the work environment is usually moderate, and the employee usually works in a climate-controlled office environment.
• Be able to sit at a computer for up to 6 – 8 hours per day.
• Be able to stand between 3 – 6 hours per day.
• Be able to withstand frequent hand/wrist deviation and repetition.
• Must be able to lift, carry up to 30 pounds with a fair consistency.

The statements herein are intended to describe the general nature and level of the position, but are not necessarily a complete list of responsibilities, duties and skills required of employee(s) so classified. As such, responsibilities, duties, and required skills may be changed, expanded, reduced, or deleted to meet the business needs of Access to Healthcare Network. Furthermore, they do not establish a contract or implied contract for employment.

FUNDING CLAUSE

This position is funded through external grant sources. Continued employment is contingent upon the ongoing availability of this funding. If funding is reduced or discontinued, the position may be changed or eliminated.

As an equal opportunity employer, we are committed to identifying and developing the skills and leadership of people from diverse backgrounds. We encourage all qualified candidates to apply.

BENEFITS:

• Medical Insurance & Vision provided at no cost to the Employee
• Health Savings Account HDHP (HSA) includes employer matching $35.00 per month
• Dependent Care Flexible Savings Account (FSA)
• Low-cost health insurance options for your dependents
• Dental Insurance
• Free Life Insurance and Long-Term Disability
• Voluntary Ancillary Benefits
• 4 Weeks Paid Time off in your first year
• 14 Holidays
• Bereavement Leave
• 4 weeks Paid parental leave
• Tuition Assistance and more!

Required to pass a background check through the State of Nevada