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Planned Parenthood South Texas is the region's most trusted name in women's health. Operating 7 health centers, our mission is to provide and protect the information people need to plan their families and their futures. We are seeking dynamic, qualified individuals to join our amazing Planned Parenthood family.
This is a full-time position. Schedule flexibility to work between the hours of 7am – 6pm, Monday – Friday, is required. We offer excellent benefits, including medical, dental, and vision coverage, disability and life insurance, paid holidays, paid time off, a 401(k) retirement plan, and more!
POSITION SUMMARY:
Under the direct supervision of the Contact Center Supervisor (CCS), the Contact Center Agent II (CCA II) is responsible for providing high quality telephone contact and assistance for patients regarding Planned Parenthood (PP) services, test results, payment options, insurances, hours, locations and other inquiries. The focus is on outstanding patient satisfaction while maintaining or exceeding Planned Parenthood productivity and customer service standards.
ESSENTIAL FUNCTIONS:
1. Performs all duties and responsibilities in a professional and customer service-oriented manner in compliance with PP Medical Standards and Guidelines, PP policies and procedures, and State and Federal regulatory requirements. Demonstrates proficiency in use of telephone system and insurance verification processes.
2. Answers phones for multiple sites in a timely, consistent, customer-friendly manner, responding to patient requests and inquiries. Manages high volume of calls daily and prioritize any required follow-though.
3. Responds to callers’ basic questions and resolves issues using organization resources in accordance with PP protocol. Transfers calls to appropriate staff and/or departments as well as take messages as indicated by protocol.
4. Schedules appointments in EHR system according to PP protocol and demonstrate knowledge of PP protocols and services to provide basic assessment for the purpose of scheduling visits.
5. Responsible for the timely verification and authorization of insurance for patients by phone or online.
6. Resolves any issues with coverage and escalates complicated issues to CCS.
7. Clearly documents benefit information in EHR system and communicates this information to health center staff.
8. Provides accurate financial education for patients regarding their estimated cost of services before the patient arrives for their appointment.
9. Instructs patients on all information/documents that are needed to be brought to their appointment. Responds effectively and appropriately to patients with difficult situations that require further attention in accordance with PP protocol.
10. Performs data entry into the practice management system, for patient demographic information, fee assessment, insurance/pharmacy information and visit information as appropriate.
11. Works as part of medical services team to meet established productivity standards for patient numbers, quality and customer service. Meet productivity standards specific to contact center.
12. Assists in identifying issues and trends and makes recommendations to help improve overall customer service experience.
13. Participates in training sessions, including computer-assisted learning, as required.
14. Keeps current regarding family planning and sexual health care information and the clinical practices and procedures that govern the delivery of health care services there in.
15. Participates in ongoing review and improvement of electronic health records(EHR).
16. As assigned, attends meetings, in person or virtually.
17. Shadows clinic staff to become proficient in clinic operations and may act as support during periods of short staffing by helping in clinic with registration and checking in patients
18. Takes on additional responsibilities and provides informal guidance and support to CCA staff in the absence of the Contact Center Lead or Contact Center Supervisor.
19. Develops enhanced critical thinking skills, de-escalation skills, and presentation skills.
20. May handle escalated calls in the absence of leadership.
21. Provides senior leadership with ad hoc reports as directed.
22. Participates in a minimum of 2 projects as directed, participation in a minimum of 1 committee, 1 local workshop or state conference and represents themselves and the department well.
23. Participates in growth and skills development opportunities for assigned special projects and performs expanded job duties such as but not limited to:
a. Good Faith Estimate online scheduling reporting
b. patient confirmation calls
c. insurance verification
d. rescheduling patients that have had appointments cancelled due to unanticipated clinician changes
e. patient navigation/referrals for social services
24. Performs other related duties as assigned.
25. Complies with the House Rules, which are a required part of the Organization’s orientation, training and performance standards.
QUALIFICATIONS:
EDUCATION & EXPERIENCE:
High School diploma or equivalency required. Medical Assistant or Medical Administrative Assistant program graduate preferred. A minimum of 1-2years’ experience as a Medical Receptionist, Medical Assistant, or Contact Center Agent, with appointment scheduling experience, is highly preferred. Familiarity with women’s reproductive healthcare is highly preferred. Internal candidates must be consistently meeting standards with all metrics or KPI’s and have an excellent attendance record.
SKILLS & ABILITITIES:
- Excellent interpersonal skills.
- Ability to establish and maintain effective, positive and professional relationships with all individuals.
- Excellent communication skills (verbal and written) are required.
- Ability to make independent decisions that show sound, professional judgment.
- Ability to work independently, prioritize, and multi-task.
- Fully functional in Microsoft Office (Word, Excel, Outlook, PowerPoint).
- Ability to proficiently utilize and train others in the use of Athena EHR and Dialpad systems.
- Access to reliable transportation with ability to travel within the service delivery area regularly.
- Demonstrate great attention to detail.
- Advanced critical thinking skills
- Bilingual in Spanish preferred.
- Access to own personal, reliable transportation to arrive to designated work location on time.
- Sensitive and competent regarding issues of multiculturalism.
- Comfortable with issues of sexual and reproductive health.
- Able and willing to work for an Organization that supports a patient’s right to make personal decisions regarding health care including their right to choose what option is best for them if faced with an unintended pregnancy.
- Demonstrates a strong, personal commitment to the Organization’s position on customer service, internally and externally, for all clients, all services and all departments.
Planned Parenthood South Texas is an Equal Opportunity Employer
At Planned Parenthood, our goal is for all individuals to feel a sense of belonging. We strongly embrace diversity and appreciate the differences - the varied perspective, reflection and insight - each individual brings to Planned Parenthood. We are an organization of inclusion - with equity, equality, and respect given to all individuals - regardless of their race, ethnicity/culture, color, national origin, citizenship, language, religion, sex/gender, gender identity or expression, sexual orientation, age, physical characteristics, disability, genetic information, marital or relationship status, pregnancy or pregnancy-related conditions, socioeconomic position, military/veteran status, or any other characteristic protected by law. At Planned Parenthood, we are all In This Together.
Please visit www.ppsouthtexas.org to learn more about the important work we are doing at Planned Parenthood.
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