Benefits
- AD&D insurance
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
Full job description
Qualifications and Experience (Required)
High school diploma or equivalent experience
![Patient Access Call Center Representative Remote USA](https://tech-ai.org/wp-content/uploads/2024/05/Job-Application-Message-Chat-Logo-300x300.png)
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- Strong phone and verbal communication skills along with active listeningCustomer focus and adaptability to different personality typesAbility to multi-task, set priorities, and manage time effectivelyAbility to work a flexible work scheduleEnglish language proficiencyDemonstrated dedication to Planned Parenthood’s mission, vision, and value
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Qualifications and Experience (Preferred)
Bilingual (English/ Spanish
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One year of experience in contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office or equivalent customer service experienc
Familiarity with call center systems and practicesAssociate degree, or equivalent experienceSecondary language proficienc
Work Location, Hours and Equipment
100% fully remote in the U.S
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Available to work full-time (37.5 hours/ week) Monday – Saturday between the hours of 8 AM – 6 PM Eastern Time; additional hours as neede
Must have a dedicated workspace conducive to maintaining HIPAA compliance, confidentiality, and providing exceptional customer servic
Company provided laptop, monitor, and headse
Essential Functions
Demonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels
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- Answer incoming calls professionally and seek to assist the patient however possibleMaintain a positive, welcoming attitude in all patient interactionsOffer prompt assistance to patients for a variety of services, including:Registering new patients into the EHR systemBooking, canceling, and rescheduling appointments for reproductive healthcare, including abortion servicesInputting and updating insurance informationRelaying patient communications to providerProviding patients with pre-visit instructions as neededTransferring calls to appropriate nurse advice staff when necessaryAssist patients with identifying a provider and appointment that is appropriate for their careUse EHR systems effectively to guide the patient’s careScreen patient for financial support using real-time eligibility (RTE), while escalating more complex questionsContact patients to notify when visits are canceled or rescheduledPlace the patient first in all interactions, including adhering to all HIPAA guidelines and regulationsProvide training, support, and mentoring to colleaguesWork with supervisors to achieve the established performance metric standardsUse the phone system to track activitiesParticipate in ongoing training and quality assurance exercisesAdhere to all established workflows, scripting, and department greetingsMeet performance goals for patient experience, quality, productivity, and all performance metricsParticipate in special projects and performs other duties as assignedDemonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to communityDemonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systemsWork and build trust across cultural differences
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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
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- Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactionsDemonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learnStrong sense of accountability to equitable practicesUnderstanding of the impact of identity dynamics on organizational cultureCommitment to CHN and Planned Parenthood’s In This Together service ethos, workplace values, and service standard
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- Above Position Compensation Range: $16.63/hour (Minimum); goes up based on relevant experience
- Additional differentials (Patient Access Hourly Positions Only); bilingual (Spanish/English) and weekend work
- Geographic Differentials available for residences of NYC (Manhattan & Boroughs)
- Health Care Coverage (Medical, Dental, & Vision); eligibility for full-time, regular employees on date of hire
- Flexible Spending Accounts and Health Savings Account
- Short-Term Disability and Basic Life & AD&D Insurance provided by CHN
- Voluntary elections for Long Term Disability and Additional Life & AD&D Insurance available at cost
- Employee Assistance Program
- Retirement Plan, 3% employer match after one year of service
- Paid Time Off Program includes accrual-based PTO and nine (9) paid Holidays