Call Center Representative

SUMMARY/OBJECTIVE

• The Call Center Representative (CCR) is responsible for delivering optimal customer service while responding to calls and interacting with internal and external clients. The CCR uses active listening skills and provides accurate information when speaking with patients. Uses advanced analytical skills to identify and problem-solve callers’ needs to accommodate patient-centered service/appointments. The CCR also analyzes clinic appointment schedules to meet productivity targets and advance the clinic scorecard.
• Under the general supervision of the Call Center Manager, maintains patient paper and electronic files and statistics, responds promptly to all internal/external requests for medical records (including those related to the provisions of abortion care inclusive of gestational ultrasounds), scans/uploads medical records and clinical documents into client data-base, maintains active-inactive status in the client data base, maintains paper medical record retention and purging system for the affiliate, and performs clerical duties as needed. The CCR must have a solid understanding of the affiliate’s medico-legal policy as related to medical records and be fully conversant with and adhere to HIPAA. Incumbent must be committed to the provision of quality healthcare and excellent customer service as related to all programs and services including abortion (AB) services.
• The CCR is responsible for expediting and enhancing the patient experience and must be skilled at taking direction and able to complete tasks independently.

ESSENTIAL FUNCTIONS

• Provide excellent and consistent customer service to patients which will reflect on the audit score maintaining 95 percent or higher. Proactively work to increase the satisfaction of the patient experience which includes first contact through professional and compassionate telephone and in person demeanor interactions.
• Possess a strong customer-centered philosophy and an understanding of Planned Parenthood’s vision, mission and core values. Has a complete understanding of Planned Parenthood of Greater Washington and North Idaho (PPGWNI) medical protocols and how these procedures govern optimum patient care, ensuring that information related to protocols, procedures, and affiliate policy is up-to-date.
• Understand the financial resources available to patients (i.e. insurance, 19c, Take Charge) and how to utilize these programs effectively. Have a working knowledge of site or county specific grants and funding for identified services and understand project and non-project labs and be capable of communicating this information clearly and thoroughly to patients.
• Demonstrate exemplary verbal communications skills, be computer literate, and handle multiple tasks simultaneously in a fast-paced environment. Proficient with computer scheduling software in a Windows environment and demonstrate excellent keyboarding skills with a minimum of 35 words per minute (wpm) in order to search information and schedule appointments efficiently. Solid understanding of Microsoft Office and Excel needed.
• A high level of attention to detail is required.
• Maintain and retrieve patient files; creation of new patient files, ensure information is filed properly and timely, create labels, source statistics, retrieve schedules, make sure that lab reports and other diagnostic testing information are handled in accordance with policy and procedures and perform file audits as requested to ensure quality.
• Respond to requests for medical records per affiliate policy, process letters and reports as required and may provide for telephone coverage.
• Photocopy, scan patient information and send and receive information via mail, scan, fax, and through digital methods.
• Work cooperatively with coworkers, maintain harmony, and display strong interpersonal and conflict resolution skills.
• Partner with clinic management to successfully achieve established goals through efficient appointment scheduling, adjusting appointments as needed to accommodate workflow.
• Demonstrate maturity and professionalism when diffusing and resolving complaints and issues. Must excel in a fast-paced environment, be task oriented, and able to proactively problem-solve.
• Perform clinical research and peer clinical education and training duties as assigned.
• Facilitate customer communication and order fulfillment for birth control by mail request.
• Serve as a role model for our In This Together (ITT) workplace values and service standards.
• Perform other duties in support of PPGWNI’s mission and as required to ensure delivery of consistent high quality services.

ORGANIZATION STRUCTURE AND INTERFACES

The CCR interfaces with clients and co-workers on a daily basis. The CCR also works with other PPGWNI departments and interacts with the general public, volunteers, vendors and other medical offices.

REQUIRED EDUCATION AND EXPERIENCE

• High school diploma or equivalent (GED).
• Two plus years of customer service or front desk scheduling experience required.
• Ability to maintain complex medical records and data files within the context of confidentiality and HIPAA ensuring the appropriate handling of PHI and ePHI.
• Demonstrate maturity and professionalism when diffusing and resolving complaints and issues.
• Must excel in a fast-paced environment, be task oriented, and able to proactively problem-solve.
• Flexibility in hours required for scheduling including working evenings and Saturdays as needed; must maintain a valid driver’s license and vehicle insurance as some travel is required.

PREFERRED EDUCATION AND EXPERIENCE

• Knowledge of medical terminology with prior medical office scheduling experience preferred.
• Bi-lingual and bi-literate in Spanish a plus.

SUPERVISORY RESPONSIBILITY

This position does not supervise any staff.

TRAVEL

Travel will be to affiliate sites and other venues as needed. A valid driver’s license, vehicle insurance, and access to reliable transportation is required.

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time position. Days and hours of work are scheduled during health center operating hours, Monday through Friday, 7:30 a.m. to 6:00 p.m. This position may need to work long hours and weekends as needed.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

What it’s Like to Work at Planned Parenthood

We understand that excellent patient care starts with staff who feel respected, cared for, and engaged in their work. With that in mind, we constantly work to ensure that staff needs are met and that we are providing a supportive workplace where everyone feels like they belong.

All employees have access to:

• Generous paid time off (PTO) and paid holidays.
• 401k retirement plan with up to a 5% employer match.
• A full benefits package – including medical and dental – with the individual employee’s insurance premiums covered 100%. Vision coverage and FSA options are available.
• Company sponsored Life Insurance and ADD coverage.
• Employee Wellness Program that offers reimbursement for health and wellness expenses.
• Free subscription to the Calm App.
• Access to free Therapy Sessions through BetterHelp.
• Ongoing training and professional development opportunities.
• Additional $1/hr. compensation for staff who pass our internal Spanish competency test.
• Multiple scheduling options.
• Remote work options as their role allows.

Working at PPGWNI is more than a job. It is an opportunity to help ensure that all Washingtonians have access to affordable, high-quality sexual and reproductive health care and accurate education so they can lead healthy lives. We approach our work through a health equity lens, seeking to break down the barriers that prevent individuals from accessing the health care and information they need and deserve. If this sounds like somewhere you’d like to work, please apply!

Who We Are and What We Do

PPGWNI is a leading health care provider, educator, and advocate, serving nearly 32,000 adults and teens throughout Washington and North Idaho annually. For over 50 years, our dedicated staff have been providing every person in our community access to the comprehensive health care services, education programs, and fearless advocacy they need to be healthy and plan their futures. PPGWNI is committed to equity and believe we are most impactful when people with a wide range of backgrounds, experiences, and identities come together with common purpose.