Responsibilities
- Represent Clinical Health Network for Transformation (CHN) to consumers in a friendly, positive, and effective manner.
- Fielding and resolving a large volume of inquiries via phone and other potential contact methods within the Patient Access Center in Spanish or English.
- Following communication scripts, scheduling appointments, verifying patient insurance, pre-registering patients for their appointments, screening for alternate funding sources, properly advising patients of service estimates and performing other tasks that allow patients to visit their health center seamlessly.
- Evaluating all requirements to ensure that appropriate information has been obtained.
- Providing exceptional customer service, treating all callers with dignity and respect and striving to anticipate and meet their needs.
- Working collaboratively with other Patient Access Center team members, PARs will strive to achieve quality and performance standards defined in training and leadership communications.
- Demonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels.
- Answer incoming calls professionally and seek to assist the patient however possible.
- Maintain a positive, welcoming attitude in all patient interactions.
- Offer prompt assistance to patients for a variety of services, including the following: Registering new patients into the EHR system; Booking, canceling, and rescheduling appointments for reproductive healthcare, including abortion services; Inputting and updating insurance information; Relaying patient communications to provider; Providing patients with pre-visit instructions as needed; and Transferring calls to appropriate nurse advice staff when necessary.
- Assist patients with identifying a provider and appointment that is appropriate for their care.
- Use EHR systems effectively to guide the patient’s care.
- Screen patient for financial support using real-time eligibility (RTE), while escalating more complex questions.
- Contact patients to notify when visits are canceled or rescheduled.
- Inform patients about negative or abnormal STI results (excluding HIV) per strict protocols.
- Place the patient first in all interactions, including adhering to all HIPAA guidelines and regulations.
- Provide training, support, and mentoring to colleagues.
- Work with supervisors to achieve the established performance metric standards.
- Use the phone system to track activities.
- Participate in ongoing training and quality assurance exercises.
- Adhere to all established workflows, scripting, and department greetings.
- Meet performance goals for patient experience, quality, productivity and all performance metrics.
- Participate in special projects and performs other duties as assigned.
- Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community.
- Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems.
- Work and build trust across cultural differences.
Requirements
- High school diploma or equivalent experience.
- Secondary Language Proficiency (Spanish).
- Strong phone and verbal communication skills along with active listening.
- Customer focus and adaptability to different personality types.
- Ability to multi-task, set priorities, and manage time effectively.
- Ability to work a flexible work schedule.
- English language proficiency.
- Demonstrated dedication to Planned Parenthood’s mission, vision, and values.
Nice to Have
- One year of experience in contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office or equivalent customer service experience.
- Familiarity with call center systems and practices.
- Associate degree, or equivalent experience.
Benefits
- Health Care Coverage (Medical, Dental, & Vision); eligibility for full-time, regular employees on date of hire.
- Flexible Spending Accounts and Health Savings Account.
- Short-Term Disability and Basic Life & AD&D Insurance provided by CHN.
- Voluntary elections for Long Term Disability and Additional Life & AD&D Insurance available at cost.
- Employee Assistance Program.
- Retirement Plan, 3% employer match after one year of service.
- Paid Time Off Program includes accrual-based PTO, Health Time Off (HTO), and nine (9) paid Holidays.
Additional Information
- Available to work full-time (37.5 hours/ week) Monday - Saturday between the hours of 8 AM - 7 PM Eastern Time; additional hours as needed.
- Must have a dedicated workspace conducive to maintaining HIPAA compliance, confidentiality, and providing exceptional customer service.
- Company provided laptop, monitor, and headset.
