Call Center Assistant I

Anticipated closing date : 9 / 15 / 2024 Position : Call Center Assistant Responsible to : Call Center Manager / Director Schedule : Mon - Fri, 8 : 00 / 9 : 00a - 5 : 00 / 6 : 00p, With rotating Saturday shifts 8 : 00a- 3 : 00p Remote : 75%, Onsite : 25% Position Salary Range $ - $ Per hour Starting Pay Although our full pay range is included above, the budgeted hiring range for this position is $ - $ Per hour.

Non-Exempt Conversational Spanish Speakers may earn an additional $ / hr upon passing a test with a score of 9+ out of 12 The Objective : Your work will be a rewarding customer service experience providing caring and efficient support, education, and care to our patients who receive care at Planned Parenthood of the Rocky Mountains (PPRM).

Success : You will know you are successful when most current and prospective patients have a positive experience after each call.

Snapshot : You may work from home or the office, answering a high volume of calls as they come in throughout the day. During each call you will make a patient appointment or address any concerns and questions as they arise, connecting the patient with the appropriate team member when necessary.

If you work from home, you will need a reliable internet connection, and 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. You may be required to be in the office occasionally for administrative duties, training, or team building. Qualifications :

• You are a high school graduate (or equivalent) with previous call center, customer service, healthcare, reproductive health, or Planned Parenthood experience.
• You are a self-starter with excellent communication skills, that considers providing excellent customer service as at the core of your day-to-day tasks.
• If you are Bilingual (English / Spanish) that is a bonus.

Key Approaches to the Work :

Organized Operator : You get stuff done, stay on top of lots of moving pieces, are detail-oriented and rarely miss a beat.

Outstanding follow-through thanks to systems that help you stay organized and ensure you follow protocols closely. You are a systematic thinker, organizing your work so it is done timely and accurately.

Communicator : Excellent communicator both written and verbal, adept at communicating notes and details (on conversations and care) in Electronic Health Records (EHR), as well as in providing clear guidance and support to patients;

you bring calm and empathy to interactions in your communication and treat all with deep respect and care.

Equity and Inclusion Champion : You deeply value inclusion and actively contribute to a more equitable and inclusive organization.

You are reflective and understand how your perspective is shaped and influenced by your identity. You accept responsibility for your own behavior and action in upholding an equitable and inclusive workplace.

Essential Functions :

Respond effectively to calls : You will schedule patients for the care and services they need, and help them navigate and pay for services, etc.

You will manage a high volume of calls, collect and input patient demographics information accurately and timely, and schedule appointments for patients using Nextgen practice management system.

You will transfer calls as needed and appropriate. You will provide information about all services offered by PPRM, including pre-appointment information as appropriate.

You will refer callers to outside providers for services PPRM does not offer. You will respond to incoming calls that require following established emergency procedures.

You will be able to discuss grants and funding sources with callers when appropriate. You will adhere to HIPAA practices and maintain client confidentiality.

Operational support : You are often able to provide valuable capacity that supports a positive and efficient patient experience including electronically sending prescriptions to the pharmacy and document appropriately in Electronic Health Record (EHR).

You will provide negative test results and document appropriately in EHR.

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

In this role, you will be working with clinicians to ensure they have the appropriate licensing and with payers so that we are able to provide patient service including abortion care.

Benefits at PPRM include : A predictable schedule and dedicated individualized paid training401K / Safe Harbor Contributions (We contribute to your 401K after an allotted period of time)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 during onboarding. You will upload a picture or pdf of your vaccination card(s).