Contact Center Representative Job at Planned Parenthood of Pasadena and San Gabriel Valley, Inc.
Planned Parenthood of Pasadena and San Gabriel Valley, Inc. Pasadena, CA
Planned Parenthood Pasadena & San Gabriel Valley (PPPSGV) has been proudly serving our community since 1933 and is one of the original Planned Parenthood affiliates in the nation.
We provide reproductive health care, health education and advocacy from our five health centers in Alhambra, Baldwin Park, Glendora, Highland Park, and Pasadena, in addition to our telehealth clinic. We strive to ensure the sexual and reproductive health services we provide align with the needs of the communities we serve. Our service area extends from Glendora to Glendale and from the San Gabriel mountains to the San Bernardino freeway, home to 24 communities and a diverse population of 1.4 million people.
Today, PPPSGV sees over 60,000 patient visits per year and delivers over 15,000 opportunities for sex and relationship education in our schools and colleges.
We offer safe and legal abortions. We are committed to providing accurate, non-judgmental care and resources by helping our patients overcome financial, transportation, and other barriers to care. In addition, we work with abortion funds and practical support network to support our patients. Our abortion care has increased every year since 2018 with an average of 3,500 abortions per year. We saw close to 4,000 abortion patients in 2022 alone, approximately 59 were out-of-state patients.
The Contact Center Representative provides quality, confidential, efficient and non-judgmental customer service to patients with the overall goal of establishing patient trust and a sense of safety, schedules appointments for all healthcare services offered at PPPSGV according to scheduling guidelines, gives support to PPPSGV Centers and offers general agency or program information.
You will make a difference, as you:
- Adhere to affiliate goals and policies on professionalism, wait time in-center and on the system for addressing client complaints.
- Participate in health center/affiliate efforts to achieve established revenue cycle goals.
- Respond to incoming calls efficiently and effectively triage patient’s needs and concerns.
- Refer callers to outside providers for services PPPSGV does not offer.
- Provide negative test results to patients.
- Complete follow-up or reminder communication.
- Screen patients’ financial status and determine fee information.
- Help maintain patient files through the appropriate charting measures.
- Provide information over the phone about all services offered by PPPSGV.
- Answer questions related to PPPSGV health care services including sexually transmitted infections, all FDA approved birth control methods, and surgical and medication-induced abortion.
- Schedule appointments both over the phone and by using our online scheduling system.
- Respond to incoming communications that require following established emergency procedures.
- Respond to electronic patient contact communications.
- Verify insurance benefits and determine patient financial responsibility.
- Other duties as assigned.
We are looking for someone with the following:
- Education:
- High school diploma or equivalent
- Experience:
- One to two years customer service experience, preferably in a health care, or social services setting.
- Effective and polite customer service skills.
- Experience working with computers and entering data quickly and accurately.
- Electronic scheduling experience preferred.
- Understanding of basic medical terminology preferred.
Other:- Commitment to the goals and mission of PPPSGV
- Must have exceptional customer service and be committed to providing the highest level of customer satisfaction both internally and externally.
- Must have strong commitment to the mission, policies, goals and philosophy of Planned Parenthood.
- Ability to appropriately participate in conversations, and answer concerns, about sensitive, challenging and stressful topics.
- Ability to solve and analyze problems effectively and efficiently.
- Ability to answer a high volume of calls.
- Ability to meet agency designated productivity standards.
- Ability to maintain a sensitive and warm demeanor with callers and protect client confidentiality.
- Understand funding sources and discuss with clients as appropriate.
- Ability to verify and explain insurance benefits with patients
- Ability to determine client financial responsibility and clearly communicate this to client
- Ability to multitask and maintain a strong attention to detail in a fast-paced work environment.
- Motivation to participate in a team-centered environment as an intermediary between health center staff, patients’ needs and organizational goals.
- Willingness to participate in trainings, committees and meetings as needed.
- Ability to communicate effectively with, and relate to, patients of diverse communities.
- Bilingual skills (English/Spanish) strongly desired.
The hiring rate for this position is: $19 - $21/hour + Medical, Dental, Vision, 401k Matching Program, Premium CALM account, holidays, paid time off and more!
PPPSGV is committed to fostering an inclusive and diverse workplace. We offer a series of workshops during employee onboarding and throughout the year. We also provide additional opportunities to get involved in our diversity, equity, and inclusion (DEI) work through various task forces, conferences, and staff retreats.
We are a prominent team of passionate health experts who adhere to the highest standards as we collaborate and care for people without judgment. As we stand in solidarity with communities of color, we demand greater diversity, equity and inclusion (DEI) within our organization.
Join our team and be part of a powerful movement to shape the future of sexual and reproductive health!
Planned Parenthood Pasadena & San Gabriel Valley is an Equal Opportunity Employer.
Please visit our careers page for more information: Careers at PPPSGV | Planned Parenthood Pasadena & San Gabriel Valley
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