Job Description

Call Center RepresentativeRochester, NY

Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families. With respect. Without judgment. No matter what.

In support of PPCWNY’s mission, the Call Center Representative has responsibility for communicating accurate and detailed information about health services, appointment making, medical procedures, and insurance/financial options. In this role, the representative will guide the patient through the pre-appointment process and provide instructions to patients regarding Health Center visits and care. The Call Center Representative serves as the first point of contact to our organization and should exemplify our service standards to provide care to individuals and families with respect, compassion and without judgement.

Essential Functions

• Answers incoming calls and independently handles the appointment setting process by assisting the patient with identification of the type of appointment needed (new patient, pregnancy test, problem appointment, follow-up, etc.)
• Accurately records patient data within the EHR system and communicates relevant information to the patient.
• Assists the patient in initially assessing financial options if they do not have insurance.
• Informs patients what information is needed at their Health Center visit.
• Provides information to shared service inbound customer service inquiries regarding medical services offered in additional regional locations.
• Responsible for continually increasing knowledge and understanding of tools, software, and training materials available to maintain proficiency & knowledge to perform essential functions.
• Demonstrates the highest level of customer service, patience, ability to effectively communicate with staff, and willingness to assist our patients at all times.
• Maintains a current understanding of and follows all processes/procedures, to respond to internal/external customers.
• Determines and arranges for any special accommodation needed by the patient, e.g. interpreter.
• Appropriately qualifies medical or options counseling questions to other medical team members (RNs) in support of the Call Center.
• Directs or transfers calls regarding insurance verification, fundraising, employment opportunities, media, education outreach, advocacy, employees or general inquiries to the appropriate department director/manager.
• Addresses patient concern in a prompt, courteous, confidential, and caring manner.

Other Accountability Activities

• Performs other duties as assigned
• Attends departmental meetings and training workshops held at designated sites.
• Participates in affiliate initiatives.
• Participates in and adheres to the agency’s Compliance, Quality, and Risk Management program to ensure patient confidentiality according to HIPAA regulations.
• Verifies insurance eligibility using the Real Time Service electronic platform.
• Accepts individual and joint responsibility for, participates in and works to achieve productivity, customer service, and capacity goals as set by PPCWNY.
• Shows respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints and needs.

Requirements

Qualifications

Applicants must possess the following qualifications (or equivalent combination of education and experience):

Education

• High School Diploma or GED required

Experience

• A minimum of 2 years of call center experience and/or phone contact in a healthcare setting preferred; Experience in customer service desirable.

Knowledge, Skills, & Abilities

• Must have excellent communication skills (verbal and written)
• Must be able to handle patient information discreetly, understand and follow HIPAA as it relates to Protected Health information.
• Basic computer proficiency and excellent data entry skills with a high degree of accuracy.
• Must possess organizational skills and have the ability to handle multiple priorities.
• Must be able to work a flexible schedule with rotating evenings/weekends.
• Must have reliable transportation
• Demonstrates a commitment to respecting a wide range of clients
• Planned Parenthood seeks candidates who are proficient in two or more languages

Working Conditions

• Standard health center and office environment
• May experience visual fatigue working at computer with potential extended periods of sitting
• Well-lit/ventilated

Physical Requirements

• Possess sufficient mobility to perform the Essential Functions listed in this Job Description with or without an accommodation.

Work Schedule

This position is for full-time, 40 hours per week. Schedule will be Monday – Friday with evenings and Saturdays. This role requires the following availability:

• Monday 8am - 7pm
• Tuesdays 8:30am - 7pm
• Wednesdays 8:30am - 7pm
• Thursdays 8:30am - 7pm
• Fridays 8am - 5pm
• Saturday 9am - 1pm

Benefits & Compensation

At PPCWNY, we are committed to equitable compensation practices and transparency. In alignment with these efforts, the pay for this position ranges from $18.95 to $21.93/hour. Actual compensation will be determined by experience and other factors permitted by law.

In addition to competitive compensation, PPCWNY offers an extensive benefits package with generous Paid Time Off, 10 paid holidays, affordable medical, dental, and vision options, Health Savings Account or Flexible Spending Account, 401(k) with match, and much more!

Planned Parenthood of Central and Western New York is an equal opportunity employer.