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Patient Access Call Center Representative Remote USA
Essential Functions
- Demonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels
- Answer incoming calls professionally and seek to assist the patient however possible
- Maintain a positive, welcoming attitude in all patient interactions
- Offer prompt assistance to patients for a variety of services, including:
- Registering new patients into the EHR system
- Booking, canceling, and rescheduling appointments for reproductive healthcare, including abortion services
- Inputting and updating insurance information
- Relaying patient communications to provider
- Providing patients with pre-visit instructions as needed
- Transferring calls to appropriate nurse advice staff when necessary
- Assist patients with identifying a provider and appointment that is appropriate for their care
- Use EHR systems effectively to guide the patient’s care
- Screen patient for financial support using real-time eligibility (RTE), while escalating more complex questions
- Contact patients to notify when visits are canceled or rescheduled
- Place the patient first in all interactions, including adhering to all HIPAA guidelines and regulations
- Provide training, support, and mentoring to colleagues
- Work with supervisors to achieve the established performance metric standards
- Use the phone system to track activities
- Participate in ongoing training and quality assurance exercises
- Adhere to all established workflows, scripting, and department greetings
- Meet performance goals for patient experience, quality, productivity, and all performance metrics
- Participate in special projects and performs other duties as assigned
- Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community
- Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems
- Work and build trust across cultural differences
Qualifications and Experience (Required)
- High school diploma or equivalent experience
- Strong phone and verbal communication skills along with active listening
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
- Ability to work a flexible work schedule including evenings and weekends
- English language proficiency
- Demonstrated dedication to Planned Parenthood’s mission, vision, and values
Qualifications and Experience (Preferred)
- One year of experience in contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office or equivalent customer services experience
- Familiarity with call center systems and practices
- Associate degree, or equivalent experience
- Secondary language proficiency
Work Location, Hours and Equipment
- 100% fully remote in the U.S.
- Available to work full-time (37.5 hours/ week) Monday - Saturday between the hours of 8 AM - 7 PM Eastern Time; additional hours as needed
- Must have a dedicated workspace conducive to maintaining HIPAA compliance, confidentiality, and providing exceptional customer service
- Company provided laptop, monitor, and headset
Key Requirements
- Commitment to advancing race(+) equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society
- Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions
- Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn
- Strong sense of accountability to equitable practices
- Understanding of the impact of identity dynamics on organizational culture
- Commitment to CHN and Planned Parenthood’s 'In This Together' service ethos, workplace values, and service standards