Call Center Representative - Remote

Salary: $16.50/hr - Remote Position

Due to operational needs, Patient Access Liaisons should reside in any of the following Texas metropolitan areas: Brownsville, Edinburg, El Paso, Laredo, Lubbock, or San Antonio.

Planned Parenthood Gulf Coast (PPGC) is the nations leading womens health care provider, educator, and advocate, serving women, men, teens and families. For over 100 years, PPGC has done more than any other organization in the United States to improve womens health and safety, prevent unintended pregnancies, and advance the right and ability of individuals and families to make informed and responsible health care decisions.

Summary

Responsible for providing patients with a full range of exemplary access to healthcare via telephone, fax, email, web portal, chat, all online support systems, and electronic medical record systems in a remote work environment, while consistently demonstrating the organizations ethos of an In This Together workplace culture. Patient Access Liaisons serve as the initial point of contact for the various services provided and practice a high level of empathy, act with a sense of urgency and reliability, are active listeners, have positive attitudes, exhibit patience and excellent phone etiquette, have strong verbal and written skills and actively identify areas to improve patient relations.

Essential Functions

We Tend to the Team: We recognize that we are a team and not merely a collection of individuals. We support, appreciate, respect, and trust each other.
• Adheres to attendance requirements
• Follows all guidelines for work schedule adherence, including but not limited to:
• Availability to answer inbound calls
• Appropriate wrap-up of calls
• Meeting or exceeding call quality goals
• Script adherence
• Makes and encourages positive connections with all team members, patients, and other callers
• Contributes to the success of the team and organization in meeting all assigned goals
• Presents an online/video professional appearance at all times
• Works 2 3 weekends per month and evening hours as needed
• Occasional travel to corporate office for meetings or training

We Respect and Honor All People: We are committed to a diverse and inclusive organization.
• Communicates with all cultural environments respectfully, empathically, and with non-judgment
• Understands and accepts the diverse perspectives of others and thoughtfully works with them to resolve differences and find commonalities
• Establishes and maintains positive working relationships with all departments and patients
• Performs all other tasks or duties as assigned by supervisors
• Performs all essential functions, with or without accommodation; accommodations for those with disabilities will be provided on a case-by-case basis

We Jump In: We collaborate and work as a team to get the work done.
• Manages large volumes of inbound and outbound calls promptly, and provides accurate information including but not limited to:
• Appointment scheduling for all Planned Parenthood service lines
• Abortion navigation and scheduling abortion appointments in states where abortion is legal
• Clinical Research
• Family Planning
• Primary Care
• Gender Affirming Care
• Other services as provided
• Providing patients with solutions
• Directing inbound calls to appropriate destinations/departments/personnel
• Appointment confirmations, rescheduling of appointments
• Contacting no-show appointments
• Other inbound and outbound calls as assigned by supervisors
• Makes accurate entries into a practice management system for patient medical visits, collection of fees, medical insurance information, and patient demographics
• Accurately and consistently documents all patient communication encounters in Electronic Medical Records (EMR) as required
• Manages other assorted tasks and communications with patients via email, chat, and web portal, including but not limited to:
• Appointment requests via EMR and Online Appointment Scheduling
• Patient inquires via EMR, email, chat
• Prescription refill requests
• Routing incoming faxes to the appropriate destination/department/personnel
• Patient work-queues
• Performs all other tasks or duties as assigned by supervisors

We Try and We Learn: We give our best effort and learn from our experience to do better.
• Accepts direction and encourages performance feedback
• Participates in training for new and revised processes, including service line offerings
• Accepts and participates in opportunities to learn and develop skills
• Holds themselves responsible/accountable for performance

We Care for Our Business: We value everyones contribution to our financial well-being and sustainability. We foster and culture of compliance to conduct business ethically and legally.
• Adheres to all HIPAA guidelines and regulations as required by federal law and the organizations policies
• Assesses, screens, and document patients financial status for eligibility of programs
• Quotes and provides appropriate patient pricing estimates and fee information
• Accurately verifies and documents Medicaid eligibility and information
• Documents assigned tasks according to guidelines
• Maintains confidentiality of all information at all times

We Return to Our Mission: We stay motivated and dedicated to providing the highest quality care to those we serve.
• Maintains a high level of commitment to Planned Parenthoods mission and goals
• Prioritizes ways to re-connect and re-commit when challenges cloud the connection to the organizations mission
• Resolves or refers issues, problems, or complaints to the appropriate department/supervisor
• Provides consistent, efficient, and high-quality service that enhances every patients experience

Competencies

To perform the job successfully, an individual demonstrates the following core competencies:

Strong computer skills, Empathy, Excellent Customer Service, Dependability, Diversity, Ethics, Initiative, Interpersonal Skills, Oral Communication, Organizational Support, Professionalism, Quality, Safety, and Security, Teamwork, Written Communication, Adaptability, Problem Solving, Technical Skills, Judgment, Planning/Organizing, Quantity, and Innovation.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability required.

Education and Experience

High school diploma/GED required.

Experience providing exemplary customer service in a customer-facing environment or over the phone.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure and employee manuals. The ability to speak fluent English and Spanish is preferred and/or other languages.

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability

Ability to apply full understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardization situations.

Computer Skills

Intermediate to advanced computer literacy is required, including but not limited to typing experience of 30+ wpm, Microsoft Outlook emailing, and calendar. Electronic Medical Records (EMR) experience is preferred.

Physical Demands

The physical demands described represent those that an employee must meet to perform the essential functions of this job successfully.

While performing the duties of this job, the Employee remains in a stationary position during work shift; uses hands and fingers for substantial typing and computer use for extended periods of time; wears phonetic headsets; walking, bending, reaching; positions self to install equipment, including under desks; occasionally moves boxes or equipment weighing up to 25 pounds; uses voice to speak during work shift; and hears via the auditory sense. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

While performing the duties of this job, most work is in an office environment setting. Lighting and temperature are adequate. The noise level in the work environment is usually moderate.

Remote Work & Home Office Requirements
• On a case-by-case basis, Employer will determine, with information supplied by the Employee and the manager, the appropriate equipment needs (including hardware, software, phone and data lines and other office equipment) for a Remote Work Scheduling arrangement. Any equipment supplied by Employer will be maintained by Employer. Equipment supplied by Employee, if deemed appropriate by Employer, will be maintained by Employee. Employer accepts no responsibility for damage or repairs to Employee-owned equipment. Employer reserves the right to make determinations as to appropriate equipment, subject to change at any time. Any equipment supplied by Employer is to be used for business purposes only. Employee will be required to sign an inventory of all Employer property received and agree to take appropriate action to protect the items from damage or theft. Upon termination of employment, all Employer property will be returned to Employer, unless other arrangements have been made.
• Employee agrees to implement information security practices in their remote work location to protect Employers confidential and proprietary information, as directed by Employer, and will immediately alert their manager in writing if any such information is potentially compromised.
• Wi-Fi internet with at least a speed of at least 300 Mbps
• Designate a safe workspace to be approved by Employer for placement and installation of equipment; three (3) photos of the workspace must be submitted for approval to determine its suitability for remote work
• Workspace should be: safe and free of hazards and other dangers; free of background noise and distractions; private and out of earshot and visibility of non-employees; all Planned Parenthood materials, including equipment, should only be used by the Employee
• Employer reserves the right to make virtual or on-site visits (within 48 hours advance notice) to the remote work location/space to determine its suitability for remote work, determine that the site is safe and free from hazards, and to maintain, repair, inspect, or retrieve Employer-owned equipment, software, data or supplies
• Self-set-up/installation of computer equipment with remote technical support

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

Planned Parenthood is an equal opportunity employer. We are dedicated to ensuring that all of

our decisions regarding all aspects of the employment relationship including recruiting, hiring,

promotions, assignment, training, access to social and recreational programs, discharge,

compensation, benefits, and the terms, conditions, and privileges of employment are in

accordance with our principles of equal opportunity. It is Planned Parenthoods policy that, in

exercising our management responsibilities, we will not discriminate against teammates or

applicants on the basis of race, color, national origin, ethnicity, religion, age, sex, gender, marital

status, sexual orientation, gender identity, gender expression, genetic information, military

service, covered veteran status, physical or mental disability, pregnancy, childbirth, or related

medical conditions, political opinions or affiliations, or on the basis of any other status protected

by applicable federal, state, and/or local law. It is our objective to hire and promote individuals

who are qualified for positions by virtue of job-related considerations such as education,

knowledge, skills, training, and experience.

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