This position is often the first contact with Planned Parenthood and plays a critical role in shaping the patient’s experience with the organization. Provides exceptional customer service to all people who contact the Call Center and demonstrates respect and integrity in all interactions. Utilizes a team approach and works cooperatively to ensure that all calls are answered in a timely manner with the highest level of service, empathy, compassion, and dignity.

Essential Functions:

•Welcomes Callers to Planned Parenthood in a friendly and courteous manner that demonstratesa high level of commitment to achieving our mission.

•Collects all relevant information to determine what type of appointment to schedule.

•Make appointments in a polite and timely manner, according to the Call Center and healthcenter procedures and providing all required information and instructions.

•Informs on financial aspects of care and links the patient to financial resources as needed.

•Collects insurance information and patient supplemental information for health center staff.

•Manages appointments to ensure clients receive services in a timely manner and at a locationmost convenient for them based on the client’s preferences.

•Accommodates interpretive language services when needed.

•Answers emergency calls and provides timely referral to on-call licensed staff.

•Compiles client lists for doctor calls and scrubs schedules prior to the day of service.

•Participates in and is accountable for all research-related duties as delegated.

•Represents PPWP positively and with professional appearance, voice, and manner.

•Works with the call center and health center teams to meet established productivity standardsfor patient numbers, revenue cycle goals and customer service.

•Follows all call center scripts and procedures.

•Uses tactful, appropriate communications in sensitive and emotional situations, demonstratingcompassion, empathy, and dignity for all.

•Follows up as appropriate with supervisor, co-workers and patients regarding reportedcomplaints, problems, and concerns.

•Honors patient preference in decision-making and refrains from interjecting personal opinionsor counseling patients.

•Supports and participates in common teamwork, working together with all co-workers, inclusiveof diverse staff.

•Actively demonstrates commitment to diversity goals.

•Cooperates with procedures and programs for safety, security, confidentiality, quality

assurance, compliance with current laws and regulations including HIPAA and mandated reporting, and training, the PPWP Patient Safety Program and the PPWP Quality and Risk Management Program,

• Performs other related duties as assigned.