Call Center Associate
Fairview Heights, IL
Patient Services – Fairview Heights HC /
Full Time Benefited - 40 Hours /
On-site
PLANNED PARENTHOOD OF THE ST LOUIS REGION AND SOUTHWEST MISSOURI
POSITION: Call Center Associate
STATUS: Full Time, Non-Exempt
REPORTS TO: Call Center Manager
COMPENSATION: $17.25- $20.36/HR
Must have or obtain the COVID Vaccines, flu shot and Booster
Planned Parenthood St Louis Region and Southwest Missouri (PPSLRSWMO) offers a robust benefits package.
Employer Paid:
Healthcare: Employee pays approximately $25 per pay period
Vision: Employee pays approximately $4 per pay period
Dental: Employee pays approximately $5 per pay period
Mail in pharmacy benefits
Well-being reward: Up to $200
Life Insurance: Up to $100,000
Paid Parental Leave: 8 weeks of full salary after the event (birth or adoption)
Retirement plan with up to 6% contribution after 1 year of employment
Generous Paid Time Off: 8 Sick Days, 10 Vacation Days, 5 Care for you Days and 9 Holidays
Employee Paid/Voluntary Benefits Include:
Aflac: Short-Term Disability, Accident Policy and Hospitalization Policy
Life Insurance additional coverage up to $100,000
POSITION SUMMARY
Under the direct supervision of the Call Center Manager the Call Center Associate I, II, III provides the highest level of customer service to all patients and customers who contact Patient Services while demonstrating respect and integrity in all interactions. The Associate I, II, III uses a team approach and works cooperatively to ensure all calls are answered in a timely manner and demonstrates the highest level of service, compassion and dignity to all patients and customers. Call Center Associate I, II’s spend about 80% of their time answering inbound calls and helping patients ensure they have all of the information and tools to successfully access needed healthcare. Call Center Associate III spends about 60% of their time answering inbound calls and helping patients ensure they have all of the information and tools to successfully access needed care. The remaining 40% is dedicated to training and assistant managerial duties. All three levels are advocates in implementing our mission of, “Affirming the human right to reproductive health and freedom.” Perform other related duties as assigned.
PHYSICAL WORK INTENSITY AND WORK ENVIRONMENT
Physical requirements require sitting at a desk 7-8 hours per day in front of computer terminal. Must be able to use hands for repetitive action on a daily basis. Lifting up to 20 pounds on an occasional basis and use of computer, telephone, calculator, laser printer, modem and fax on a daily basis. The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Responsibilities include, but are not limited to:
Call Center Associate I
Customer Service:
● Greet all callers professionally
● Provide information to all callers in a non-directive, non-judgmental manner
● Offer options and information based on the specific caller’s situation and needs without interjecting personal opinions or counseling callers.
● Accurately identify the reason for each call
● Effectively communicate verbally and in writing (e-mail, instant messaging)
● Work collaboratively with interpreters to serve callers whose preferred language is not English
Call Handling – Patient Interactions: Registration & Financial Interview
● Comply with protocols and workflows to accurately collect demographic information for new patients and register them in EPM/EHR
● Comply with protocols and workflows to verify patient/caller identities for established patients and update demographic info as appropriate
● Accurately assess patient eligibility for multiple funding sources
● Collect, enter in EPM and verify all required insurance information
● Educate patients on basic insurance information and practices
● Collect income and household size; document in EPM
● Quote patients a cost for services requested and effectively communicate payment requirements and policies
Appointment Scheduling – Abortion Care Services
● Schedule abortion care appointments for PPSLRSWMO.
● Maintain a comprehensive knowledge base on and comply with abortion care laws, regulations and protocols for the three states listed above, including additional laws for minor individuals seeking services
● Educate patients on the legal requirements for their state
● Complete basic medical intake and determine which procedure(s) patients are eligible for
● Educate patients on their procedure options
● Provide funding resources to patients as appropriate
● Fully prepare patients for their appointment by providing all relevant financial information and appointment instructions
Appointment Scheduling – Family Planning Services
● Schedule family planning appointments for PPSLRSWMO health centers.
● Maintain a comprehensive knowledge base on and comply with family planning laws, regulations and protocols in Missouri and Illinois, including laws for minor individuals seeking contraceptive care.
● Use the Patient Services Knowledge Base System (KBS) to accurately schedule patients at the most appropriate clinic based on:
● Service desired
● Insurance status
● Eligibility for funding
● Patient circumstances
● Fully prepare patients for their appointment by providing all relevant financial information and appointment instructions
General Patient Inquiries
● Identify medical questions or needs and accurately route patients to appropriate medical staff
● Review normal sexually transmitted infection test results
● Maintain patient privacy by correctly verifying identities of third party callers and complying with all PPSLRSWMO protocols and state and federal laws when disclosing or confirming patient information
● Provide comprehensive and accurate information relating to all services and options available to patients including but not limited to:
● Medical records processes
● Refills
● Patient Portal
● Online Appointment Scheduling
Call Handling – All Other Interactions.
● Use Patient Services KBS to correctly triage callers to the most appropriate administrative department or person
● Maintain a basic knowledge of PPSLRSWMO organizational structure to efficiently identify the best administrative contact for callers
● Comply with PPSLRSWMO protocols for verifying or confirming staff identities
● Provide referral information to callers seeking services outside of PPNCS’ scope
● Identify suspicious or threatening individuals and comply with all Patient Services, PPSLRSWMO and PPFA protocols and guidelines for interacting with and reporting such individuals
Additional Tasks
● Audit and verify insurance for appointments scheduled through online platforms
● Make outbound appointment confirmation calls
● Make outbound follow-up calls for missed appointments
● Process invalid patient e-mail addresses
● Other projects and tasks as assigned based on need
General Responsibilities
● Identify and escalate priority issues to Patient Services Leadership team
● Maintain competency with all platforms used for daily tasks
● Promptly and accurately report technology issues
● Maintain a flexible work schedule to fill shifts based on coverage needs which will include: days, afternoons, evenings and weekends
● Periodic travel to other locations within the affiliate may be required
QUALIFICATIONS:
● High school diploma or GED certificate required.
● Customer service experience, preferably in a medical setting.
● Knowledge of medical terminology a plus, but not required.
● Effective and efficient verbal and English writing skills.
● Able to function in a fast-pace environment, performing multiple functions.
● Computer literate with e-mail, and Microsoft programs.
● Detail-oriented and committed to accuracy and organization
● Accepts constructive criticism and uses it towards self-improvement
● Fiscal Accountability proven.
● Flexible, non-judgmental attitude towards individuals from diverse backgrounds.
Planned Parenthood of the St. Louis Region and Southwest Missouri does not discriminate on any basis such as culture, age, race, color, sex, marital status, gender identity, ethnic heritage, language, national origin, spiritual belief or tradition, sexual orientation, physical ability/characteristics, genetic information, number of pregnancies, socio-economic circumstances or any other basis protected by applicable law.
Planned Parenthood of the St. Louis Region and Southwest Missouri acknowledges and owns our past and present, therefore we seek to look inward into how white supremacy continues to show up in our organization. We have a responsibility to create a place of equity and of inclusion and we commit to dismantling racism and moving the needle to a more equitable workplace at Planned Parenthood of the St. Louis Region and Southwest Missouri.
PPSLRSWMO is a tobacco-free workplace and an equal opportunity employer.
