Description

Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families. With respect. Without judgment. No matter what.

Diversity and inclusion are core values at Planned Parenthood of Central and Western New York (PPCWNY). PPCWNY recruits exceptional and diverse staff. PPCWNY strives to develop staff into leaders for a diverse and global workplace.

In support of Planned Parenthood of Central and Western New York (PPCWNY)’s mission, the Bilingual Call Center Representative has responsibility for communicating accurate and detailed information about health services, appointment making, medical procedures and insurance/financial options in Spanish and English. In this role, the representative will guide the patient through the pre-appointment process and provides instructions to patients regarding Health Center visit and care. The Bilingual Call Center Representative serves as the first point of contact to our organization and should exemplify our service standards to provide care to individuals and families with respect, compassion and without judgement.

Essential Functions

• Answers incoming calls and independently handles the appointment setting process by assisting the patient with identification of the type of appointment needed (new patient, pregnancy test, problem appointment, follow-up, etc.)
• Accurately records patient data within the NextGen Practice Management system and communicates relevant information to the patient. 
• Assists the patient in initially assessing financial options if they do not have insurance.
• Informs patients what information is needed at their Health Center visit.
• Provides information to shared service inbound customer inquiries regarding medical services offered in additional, regional locations.
• Responsible for continually increasing knowledge and understanding of tools, software, training materials available to maintain proficiency and knowledge to perform essential functions.
• Demonstrates the highest level of customer service, patience, ability to effectively communicate with staff and willingness to assist our patients at all times. 
• Maintains a current understanding of and follows all processes/procedures, to respond to internal/external customers.
• Determines and arranges for any special accommodation needed by the patient, e.g. interpreter.
• Appropriately qualifies medical or options counseling questions to other medical team members (RN’s) in support of the Call Center.
• Directs or transfers calls regarding insurance verification, fundraising, employment opportunities, media, education outreach, advocacy, employees or general inquiries to the appropriate department director/manager.
• Addresses patient concerns in a prompt, courteous, confidential and caring manner. 

Other Accountability Activities

• Performs other duties as assigned.
• Attends departmental meetings and training workshops held at designated sites.
• Participates in affiliate initiatives.
• Participates in and adheres to the agency’s Compliance, Quality and Risk management program to ensure patient confidentiality according to HIPAA regulations. 
• Verifies insurance eligibility using the Real Time Service electronic platform.
• Accepts individual and joint responsibility for, participate in and work to achieve productivity, customer service and capacity goals as set by PPCWNY.
• Shows respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints and needs in areas such as race, gender, ethnicity, creed, sexual orientation and others

Requirements

Applicants must possess the following qualifications (or equivalent combination of education and experience):

Education—

• High School Diploma or GED required

Experience— 

• A minimum of 2 years of call center experience and/or phone contact in a healthcare setting preferred; experience in customer service desirable. 

Knowledge, Skills, & Abilities

• Must have excellent communication skills (verbal and written)
• Must be able to speak, comprehend and write fluently in Spanish and English
• Must be able to handle patient information discreetly, understand and follow HIPAA as it relates to Protected Health Information
• Basic computer proficiency and excellent data entry skills with a high degree of accuracy
• Must possess organizational skills and have the ability to handle multiple priorities
• Must be able to work a flexible schedule with rotating evenings/weekends.
• Must have reliable transportation and/or have a valid driver’s license not in jeopardy of being revoked.
• Demonstrates a commitment to respecting and learning about the cultural differences, backgrounds, historical traumas, and intersectionality of all colleagues, clients, customers, and vendors.
• Planned Parenthood seeks candidates who are proficient in two or more languages.

Physical Requirements 

• Possess sufficient mobility to perform the Essential Functions listed in this Job Description with or without an accommodation