Planned Parenthood North Central States

Patient Services Associate I -Remote within Iowa, Minnesota, or Nebraska

Remote or Hybrid work available

Starting salary for candidate who meets minimum requirements: $19/hour, $22/hour if Spanish bilingual

$2/hr Weekend Differential provided when shift requirements are met

Typical Schedule: 40 hours/week

Union Membership: This position is represented by SEIU.

About Us:

At Planned Parenthood North Central States (PPNCS), we believe all people deserve the right, the freedom, and the opportunity to follow their personal ambitions and choose their own path toward a healthier, more meaningful life. That's why we protect, promote, and provide comprehensive and progressive sexual and reproductive health care for generations of young people and families with empathy, care, and respect. We are looking for passionate, dedicated staff who are eager to make positive contributions to their community and to the Planned Parenthood mission.

Click here to learn more:

What to expect:

Under the direct supervision of the Patient Services Manager and general supervision of the Patient Services Senior Manager, the Patient Services Associate I will provide the highest level of customer service, while demonstrating respect, integrity, compassion and dignity to all patients and customers. The Associate I will use a team approach and work cooperatively to ensure all calls and voicemails are answered in a timely manner. Patient Services Associate I's spend about 85% of their time answering inbound calls and voicemails. Patients Services Associate Is are advocates in implementing our mission "To affirm the right to reproductive and sexual health and freedom for all by providing excellent care, trusted education, and fierce advocacy". They may perform other related duties as assigned.

Schedule: Primarily Monday - Friday with a start time between 8am - 10am. Rotating evening shifts ending at 8pm, and rotating weekend shifts 1-2 times per month. Hours flexed the following week if more than 40 hrs. worked one week.

Responsibilities:

This position will impact us with the following contributions:

• Customer Service:
• Greet all callers professionally
• Provide information to all callers in a non-directive, non-judgmental manner
• Offer options and information based on the specific caller's situation and needs without interjecting personal opinions or
• counseling callers.
• Accurately identify the reason for each call
• Effectively communicate verbally and in writing (e-mail, instant messaging)
• Learn basic Spanish phrases to communicate with Spanish speaking patient population
• Work collaboratively with interpreters to serve callers whose preferred language is not English
• Call Handling - Patient Interactions: Registration and Financial Interview
• Comply with protocols and workflows to accurately collect demographic information for new patients and register them in NextGen
• Comply with protocols and workflows to verify patient/caller identities for established patients and update demographic info as appropriate
• Accurately assess patient eligibility for multiple funding sources
• Collect, enter in NextGen and verify all required insurance information
• Educate patients on basic insurance information and practices
• Collect income and household size; document in NextGen
• Quote patients a cost for services requested and effectively communicate payment requirements and policies
• Abortion Scheduling - Abortion Care Services
• Schedule abortion care appointments for clinics in Minnesota, Iowa and Nebraska
• Maintain a comprehensive knowledge base on and comply with abortion care laws, regulations, and protocols for the four states listed above, including additional laws for minor individuals seeking services
• Educate patients on the legal requirements for their state
• Complete basic medical intake and determine which procedure(s) patients are eligible for
• Explain procedure options to patients
• Provide funding resources to patients as appropriate
• Fully prepare patients for their appointment by providing all relevant financial information and appointment instructions
• Appointment Scheduling - Family Planning Services
  • Service desired
  • Insurance status
  • Eligibility for funding
  • Patient circumstances
• Schedule family planning appointments for clinics in Minnesota, South Dakota, Iowa and Nebraska
• Maintain a comprehensive knowledge base on and comply with family planning laws, regulations, and protocols in
• the four states listed above, including laws for minor individuals seeking services
• Use the Patient Services Knowledge Base System (KBS) to accurately schedule patients at the most appropriate health center based on:
• Fully prepare patients for their appointment by providing all relevant financial information and appointment instructions
• General Patient Inquiries
  • Medical records processes
  • Refills
  • Patient Portal
  • Online Appointment Scheduling
  • Use Patient Services KBS to correctly triage callers to the most appropriate administrative department or person
  • Maintain a basic knowledge of PPNCS' organizational structure to efficiently identify the best administrative contact for callers
  • Comply with PPNCS protocols for verifying or confirming staff identities
  • Provide referral information to callers seeking services outside of PPNCS' scope
  • Identify suspicious or threatening individuals and comply with all Patient Services, PPNCS and PPFA protocols and guidelines for interacting with and reporting such individuals
  • Audit and verify insurance for appointments scheduled through online platforms
  • Process appointment requests and patient inquiries sent through the Patient Portal
  • Place outbound calls to patients on an as needed basis
  • Process invalid patient e-mail addresses
  • Other projects and tasks as assigned based on need
  • Identify and escalate priority issues to Patient Services Leadership team
  • Maintain competency with all platforms used for daily tasks
  • Promptly and accurately report technology issues
  • Maintain a flexible work schedule to fill shifts based on coverage needs which will include days, afternoons, evenings, and weekends
• Identify medical questions or needs and accurately route patients to appropriate medical staff
• Review normal sexually transmitted infection test results
• Maintain patient privacy by correctly verifying identities of third-party callers and complying with all PPNCS
• protocols and state and federal laws when disclosing or confirming patient information
• Provide comprehensive and accurate information relating to all services and options available to patients including but not limited to:
• Call Handling - All other Interactions:
• Additional Tasks:
• General Responsibilities:

Minimum Qualifications:

• 1-2 years of experience working in a fast-paced, high-volume environment
• High school diploma or equivalent
• Ability to navigate multiple computer programs and websites at once
• Excellent verbal and written communication skills, including the ability to change communication style according to the needs of the audience or situation

The ideal candidate can work with patients from diverse backgrounds, create a positive work environment, maintain confidentiality, and communicate effectively.

Benefits:

This position is eligible for:

• A comprehensive benefits package, including:
  • Medical, Dental, Vision - With equity-based premium tiers
    • NICE HEALTHCARE - free, virtual primary care for entire household (in-home available for qualifying locations) Services include: 80 free labs, free x-rays, and physical tests, live, virtual physical therapy, 550 free medications
  • Flex Spending Account
  • Life insurance
  • PTO, Float holidays, Volunteer Paid Time Off, Paid Holidays
  • 403(b)
  • Eight weeks paid Parental Leave
  • Pet Insurance

Please note:

We require all PPNCS employees, volunteers, interns, and fellows to have a current, up-to date, COVID vaccine (Exemptions may be provided for medical, disability (ADA) or religious reasons.)

Planned Parenthood North Central States supports people of all ages in making responsible choices and planning their futures. We are an organization committed to creating and fostering an environment that leads to engaged employees, and we believe engaged employees results in satisfied customers and exceptional experiences. When you work for Planned Parenthood you make a difference in the lives of those we serve by affirming the human right to reproductive health and freedom.

Planned Parenthood is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, sex, gender identity or gender expression, national origin, age, veteran status, marital status, religion, sexual orientation, size, disability, socioeconomic status, or status regarding public assistance. Planned Parenthood is committed to encouraging and promoting diversity as well as providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Planned Parenthood is dedicated to an equitable and inclusive work environment and encourages all interested candidates to apply regardless of initial skill set.

Any job offer will be contingent upon the results of a background investigation.

Questions? Contact for more information.