Bilingual Virtual Care Center Assistant

Anticipated Closing Date : 10 / 31 / 2024

Position Salary Range : $ hour - $ / hour

Starting Pay : Although our full pay range is included above, the budgeted hiring range for this position is $ / hour - $ hour

20% Onsite, 80% Remote

Schedule : Full Time, hours / week

Monday- Friday, with rotating Saturday shift (8am-3pm)

Flexible start / end time : 8 / 9 / 10 / 11am- 4 / 5 / 6 / pm MT

The Objective : To provide excellent customer service in the form of caring and efficient support, education, and care to our patients at Planned Parenthood of the Rocky Mountains (PPRM).

Success : You will know you are successful when all patients receive the required care and follow-up communication they need to properly address the services they were provided.

Snapshot :

Most of your time will be spent on the computer in a virtual environment interacting with patients. You may work from home or the office.

You may be required to be in the office occasionally for administrative duties, training, or team building. As non-licensed staff, you will assist in patient telehealth appointments for patients, collecting patient information, processing payments, obtaining informed consent, and providing education when appropriate.

You will address patient concerns within your scope as outlined by PPRM policy, transferring patients to the appropriate team member as necessary.

Patient care will be timely, empathetic, and accurate.

Qualifications :

You are a high school graduate (or equivalent) with 6 months of previous healthcare, reproductive health, gender-affirming care, family planning, or Planned Parenthood experience.

You are a self-starter with excellent communication skills, and a demonstrated ability to provide excellent customer service as the core of your day-to-day tasks.

You are skilled at delivering sensitive information and education while reducing stigma and maintaining patient confidentiality.

You are adept at meeting deadlines and can prioritize work in a fast-paced environment. If you are Bilingual (English / Spanish) that is a bonus.

If you work from home, you will need a reliable internet connection and a quiet space that is free of distractions, so that you can focus on your job responsibilities.

Background noise should be limited, and you must be able to maintain a space that provides patient confidentiality. Must be bilingual in Spanish and English.

Key Approaches to the Work :

Organized Operator

Communicator

Equity and Inclusion Champion

Primary Areas of Responsibility / Essential Functions :

Provide outstanding patient care : You know best practices, internal protocols, and requirements and have a deeply internalized understanding of PPRM Medical Standards and Guidelines (MS&Gs).

You ensure patients’ experience is top-notch : they are informed and supported and turnaround times are efficient. To do this you will :

• Conduct virtual visits via a secure platform for patients receiving telehealth services, document patient history, obtain informed consent, update demographic info and insurance information, take payments, provide patient education, conduct pre-appointment prescreens, and manage telehealth schedules.
• Communicate visit expectations and explain to patients the clinician’s prescribed treatment plan.
• Act as a safe, nonjudgmental source of education to patients by offering information and / or referrals on reproductive, gender-affirming, abortion, and sexual health issues.
• Provide excellent customer service to both internal and external customers by working towards a positive outcome with any problems encountered.
• Assist with scheduling patient appointments as needed and connect patients to financial resources and subsidy funding as needed.

Support the team : You are a collaborator who brings expertise to other teams and individuals who serve as a resource to PPRM staff regarding telehealth and follow-up information. To do this you will :

• In partnership with VCC leadership, assist the Quality Management team with the creation and implementation of patient telehealth processes.
• Participate in the training of licensed and non-licensed staff relating to telehealth duties.
• Follow procedures and requirements regarding patient intake and notification and follow-up as outlined in PPRM’s MS&Gs
• Document accurately, appropriately, and efficiently all interactions with patients and complete, accurate, and timely medical record chart note documentation in the EHR and Electronic Practice Management (EPM) systems.
• Communicate with patients regarding abnormal laboratory and cytology results and explain the clinician’s prescribed treatment plan.
• Answer patient questions received via the Patient Portal.
• Process medical records requests and mail in accordance with PPRM guidelines.
• Engage in ongoing learning and stay current on all relevant protocol requirements.
• Complete all responsibilities according to established protocols, policies, and standard practices in the areas of customer service, quality assurance, and regulatory compliance programs such as HIPAA (Health Information Portability & Accountability Act), OSHA (Occupational Safety & Health Administration), and CLIA (Clinical Laboratory Improvement Act).

Abortion Care : We all work in abortion care, whether it is referrals, information, education, counseling, performing, scheduling, etc.

In this role, you will provide care, education, and services for patients who have or may be seeking abortion care with PPRM.

Benefits at PPRM include : A predictable schedule and dedicated individualized paid training401K / Safe Harbor Contributions (We contribute 3% of your pay to your 401K after 1 yr even if you don't)Medical / Vision / Dental, with extended mental health coverageEmployee Loan ProgramEmployee Assistance Program and WorkLife PartnershipPPRM Internal Benefits ProgramPaid Family Leave / Paid Parental LeavePTO and Sick TimeFloat Holidays (You pick your holidays)Bereavement LeaveAnd More! COVID-19 Vaccine : All employees working directly with patients or working in a health center at any time must have the current COVID-19 vaccine or wear a mask at all times.

Proof must be uploaded upon hire. You will upload a picture or pdf of your vaccination card(s) prior to your start date.