Contact Center Agents (Bilingual in Spanish) - $17 / hour
San Antonio, TX
Health Care Operations – Contact Center /
Full Time /
Hybrid
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. Bilingual proficiency in Spanish is required. Schedule flexibility to work between the hours of 6am – 7pm, 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 Manager (CCM), the Contact Center Agent (CCA) 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 on a daily basis 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 in order 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 CCM.
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 her 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 therein.
15. Participates in ongoing review and improvement of electronic health records (EHR).
16. As assigned, attends meetings, in person or virtually: Quality Risk and Compliance, ASC Annual Meeting, and others as required.
17. 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. active committee and/or workgroup member for meetings, such as Title X’s Information & Education Committee, Employee Engagement & Appreciation Committee, Trauma Informed Care Workgroup etc.
f. generates CC reports
g. patient navigation/referrals for social services
18. Performs other related duties as assigned.
19. 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 year experience as a Medical Receptionist, Medical Assistant, or Customer Service Representative, with appointment scheduling experience, is highly preferred. Familiarity with women’s reproductive healthcare is highly preferred.
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.
-Demonstrate great attention to detail.
-Bilingual in Spanish.
-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.
This position qualifies for the organization’s Flexible Location Employee “FLE” designation, meaning that after an appropriate evaluation period (what is referred to as the organization’s “entry period”), this role will be eligible to work from home. The FLE designation may change at the discretion of the supervisor at any time and/or based on the needs of the organization at any given time. FLEs may be required to work at the organization offices at times, since this is a “hybrid” position. FLEs must be adaptable and open to working in both environments.
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.
