Contact Center Representative

Dallas, TX (North)
Operations/Health Services – Contact Center
Full-Time
Planned Parenthood of Greater Texas offers comprehensive reproductive healthcare services. We are here to educate and care for healthy communities.  We believe the needs of our community are greater than they’ve ever been. And that drives us to work harder, aim higher, and expect more from one another.  Here, you'll be empowered to make an immediate impact for our organization and clients.

We offer a competitive compensation and benefits package:

Excellent Medical and Dental Benefit Plans
Retirement plan and employer match
Generous Paid Time Off   
Plus Additional Benefits


Position Title: Contact Center Representative
Location: Dallas, TX (North)
Reports To: Contact Center Senior Manager 
Employment Status: Full-time, Non-exempt
Grade: N-2

Summary

    • This position performs a variety of services related to Call Center (Contact Center) administration in a family planning, reproductive, and abortion provider healthcare environment with a focus on client care, primarily answering phone calls and online requests to make appointments, addressing questions, and offering service referrals as needed. Also responsible for patient data input, providing general health and contraceptive information, and other clerical functions.  Creates a positive first impression with callers by providing professional, efficient and caring service.  Performs duties to ensure productivity expectations, customer service and compliance standards are maintained.  Follow affiliate protocols, policies and procedures and any center-specific policies and procedures.  Abides by the organization’s mission in performing job duties.  Participates as a member of a team providing confidential, quality patient services, allowing patients to maintain a sense of dignity, trust and safety.   Demonstrates an understanding of and commitment to quality healthcare and excellent customer service.

Essential Job Functions and Expectations

    • Answers high volume of calls and schedules appointments in appointment database system.
    • Processes on-line appointment requests and schedules appointments in database system.
    • Triages calls to a Clinician as needed.
    • Provides information about all services including abortion services offered at Planned Parenthood of Greater Texas (PPGT).
    • Provides directions to the clinic, hours of operation, services offered, prices and referrals to outside providers for services not offered.
    • Screens patients’ financial status and confirms fee information.
    • Receives, manages and directs calls from clients for all agency reproductive healthcare services and programs in accordance with call management protocols including but not limited to: o Completes full registration for all new clients and insurance verifications if applicable. o Reviews and updates patient demographics, eligibility, authorization, and appointment time and location. o Routes calls to appropriate department or health center for assistance as appropriate. o Provides assistance to clients regarding appointment time, directions, health center hours, etc. o Places reminder phone calls for scheduled appointments.
    • Maintains a sensitive and warm demeanor with callers.
    • Supports the team and organizational decisions, displays a positive attitude and professional demeanor.
    • Maintains client confidentiality and follows all policy and privacy requirements as required.
    • Communicates requests and responds accurately using the appropriate procedures for contacting health center administration and staff. 
    • Maintains thorough knowledge and understanding of the entire organization and the programs and services available to be able to direct calls correctly and appropriately.
    • Assists in patient abortion education process and protocols.
    • Responds to messages correctly and promptly.
    • Understands funding sources and discuss with clients as appropriate.
    • Refers more complex call requests to Contact Center Lead.
    • Assists with the daily operations and efficiency of the Contact Center and works cooperatively with others to achieve productivity standards and exceptional customer service for Contact Center.
    • Respond to incoming calls that require following established emergency procedures.
    • Notifies appropriate personnel when issues or problems arise.
    • Provides accurate, non-directive information to callers and clients including information about all FDA approved birth control methods, risks, side effects, infections, test for STI’s, and benefits of each method, including abstinence. Provides all information needed for client to be prepared for her/his visit to the clinic.
    • Maintains patient confidentiality, and insures that the clinic and client records are secure.
    • Maintains thorough knowledge and understanding of the agency and all health care services and programs in order to answer questions and direct calls correctly and appropriately.
    • Takes messages that are complete, detailed, concise, spelled correctly and utilizes correct medical terminology.
    • May assemble patient charts using appropriate forms and ensures that all medical forms/patient information is properly signed, reviewed, and dated.
    • May file patient information in chronological order, and is responsible for legible documentation of patient activity in patient’s chart.
    • May assist in inventory and stocking of all clinic forms, brochures and front desk supplies.
    • May be responsible for responding, via email, to appointment requests made through Planned Parenthood’s website.
    • Participates as requested in department staff meetings.
    • Has access to a client’s electronic record as needed to assist in scheduling clinic appointments and answering non-medical questions.  Examples of electronic screens necessary to complete as contact center staff includes appointment scheduling, registration, inquiry, alert windows, Rx (prescription) work screen.  At no time would it be necessary for a contact center employee to access any recall or e-chart screens. 
    • Ensures achievement of agency goals, vision and mission. 
    • Celebrates and exemplifies the core values of our organization:  Respect; Honesty, Integrity & Straightforwardness; Advocacy for the Poor; Quality Service; and Creativity within the context of Best Practices.
    • Other related duties as assigned.
    • 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.

Minimum Education

    • H/S Diploma or equivalent.

Minimum Experience

    • Six months experience in a call center or customer service position. Experience scheduling patients using an automated patient management system in a healthcare environment desired.

Agency Standards

    • Must have excellent computer skills with knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Internet. Must have the willingness and ability to adapt to change including advances or new technology. Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction.

Required Knowledge, Skills and Abilities

    • Must be able to work other shifts including evenings and weekends.
    • Must be able to travel within and outside organization region as job dictates.
    • Fluency in Spanish/English is desired (if a job requirement it is documented in your employee records and periodic assessments of fluency will be performed).
    • Strong organizational skills and ability to multi-task.
    • Ability to exercise initiative, sound judgment, and problem-solving techniques in the decision-making process.
    • Demonstrates thoroughness in accomplishing a task through concern for all the areas involved, no matter how small (i.e. attention to detail).
    • Must be pleasant, courteous and helpful.
    • Requires an understanding of and commitment to quality healthcare and excellent customer service.
    • Demonstrates cultural and linguistic competence.
    • Ability to work effectively as a team member.
    • Ability to manage stress with multiple competing priorities while maintaining a positive attitude and affect.
    • Ability to find humor in day-to-day challenges while being focused on solutions.
    • Ability to manage details, handle a variety of tasks simultaneously and work under pressure.
    • Ability to effectively use organization’s computer systems.
    • Be discrete and safe guard confidential information.
    • Possess integrity and compliance – can be relied upon to act ethically.
    • Affiliate Knowledge:   Understands the mission and structure of the affiliate and exhibits agency’s core values. 
    • Industry Awareness:  Remains aware PPFA accreditation standards and of the reproductive health environment’s regulatory compliance requirements. Understands how accreditation standards, regulatory agencies, funding, the external marketplace and competitive environment drives change within the agency.
    • Honesty: Demonstrates sincerity and truthfulness in interactions with others.
    • Straightforwardness: Communicates with those who have a need to know information rather than speaking behind someone’s back. Expresses ideas and opinions which take into account the best interest of them, others and the affiliate. Resolves disagreements and conflict by truthfully and respectfully expressing impact of others’ actions or words upon them. Actively listens to the ideas and opinions of others.
    • Achievement Orientation: Demonstrates desire to set and meet challenging objectives, to find a better or more efficient way to do things, and to compete against a self-defined standard of excellence.
    • Attention to Detail: Demonstrates thoroughness in accomplishing a task through concern for all the areas involved, no matter how small.
    • Work Management:  Effectively manages time as a resource; establishes realistic priorities; schedules own time and activities effectively; gives balanced focus and attention to appropriate long- and short-term priorities.  Develops action plans and budgets; leverages technology; anticipates obstacles; establishes check points and monitors progress.
    • Recovery Skills:   Responds effectively and acknowledges responsibilities when clients (internal or external) experience problems or mistakes; rectifies the situation to restore client satisfaction; seeks information and collaborates with others to take action to implement permanent fixes. Maintains stable performance and emotions when faced with opposition, pressure, and or stressful conditions.
    • Interpersonal Sensitivity: Acts in a way that indicates understanding and accurate interpretation of others’ concerns, feelings, strengths and limitations. Uses interpersonal understanding to shape one’s own response.
    • Building Relationships: Shows genuine interest in others’ needs and opinions; establishes rapport; earns the confidence and trust of others; demonstrates consistency between words and actions; delivers on commitments.
    • Communication:   Speaks and presents effectively in individual or group situations, including appropriate nonverbal communication.  Expresses ideas in a clear, thorough and concise manner.  Actively listens to what others say.  Writes using good grammatical form and appropriate style.  Expresses ideas in a clear, thorough and concise manner.
    • Procedural Competence: Applies, maintains & improves extensive specialized knowledge or skills to accomplish a result.
    • Problem Solving:  Gathers and analyzes information from a variety of sources to identify issues and develop strategies for accomplishing goals; breaks a problem or issue into manageable, actionable parts; identifies important relationships and root causes; anticipates issues, obstacles or opportunities that may impacts plans or action.
    • Adaptability or Flexibility:  Responds with flexibility to shifting priorities and changing work situations; recovers quickly from problems and setbacks; develops new skills to remain competitive. Adapts easily to change, sees the merits of differing positions, and adapts own positions and strategies in response to new information or changes to a situation.
    • Integrity: Builds trust and matches actions and words.
    • Coping with Demands of the Position: Uses effective problem solving while working under stress, high volume of work demands and/or time demands; regularly meets deadlines.
    • Celebrates and exemplifies the core values of our organization:  Respect; Honesty, Integrity & Straightforwardness; Advocacy for the Poor; Quality Service; and Creativity within the context of Best Practices.

Other

    • Diversity creates a healthier environment: equal opportunity employer. We strictly prohibit unlawful discrimination of any kind, including discrimination on the basis of race, color, creed, ancestry, national or ethnic origin, religion or belief, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, citizenship, physical or mental disability, age, past, present or prospective military service, HIV status, family medical history or genetic information, socio-economic circumstances, language spoken, or any other characteristics protected by law (“Protected Characteristics”). We maintain a drug-free workplace. Should be pleasant, neat, and well-groomed in representing the agency to the general public.

Essential Physical Requirements/Working Conditions

    • Must be able to work primarily with fingers such as picking, pinching, or typing.  Must be able to talk such as convey detailed or important spoken instructions to other workers accurately.  Must be able to hear such as the ability to receive detailed communication orally.  Must be able to communicate effectively. Will have substantial movements of the wrists,  hands, and/or fingers.  Must be able to lift and/or exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently.  Must be able to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes.  Office / sedentary environment.