Planned Parenthood North Central States

Centralized Services Associate – Saint Paul, MN

Starting salary for candidate who meets minimum requirements (Experience will be compensated): $19 /hour

Typical Schedule: 40 hours/week – all positions are benefits eligible.

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: Our Mission

What to expect:

Under immediate supervision of the Centralized Services & Training Manager, the Centralized Services Associate works within a shared services team of associates, nurses and clinicians to perform a wide variety of functions to support our health centers and virtual clinics. Functions include medical history intake over the phone with patients prior to their procedures, working with medical records, performing technical work to maintain patient charts, processing prior authorization requests and appeals, receiving and processing lab results, and other patient communication and administrative responsibilities. Centralized Services Associates are responsible for providing the highest level of customer service and patient care as well as supporting the operations of the Centralized Services Department. Centralized Services Associates are advocates in implementing our mission “Advancing and protecting sexual and reproductive healthcare for all”. They may perform other related duties as assigned.

Schedule: 40 hours/week. Monday – Friday, 8am – 4:30pm.

Responsibilities:

This position will impact us with the following contributions:

• Pre-procedural phone calls:
  • Conduct scheduled outbound phone calls to patients prior to their abortion appointment at a health center
  • Interview and screen patients, conduct patient history review, and document detailed patient data in electronic medical record
  • Provide factual, unbiased information to patients seeking abortion, including the difference between medical and procedural abortion
  • Inform patients in a non-directive manner about all options available to them in the event of an unintended pregnancy and make a referral for service based on the patients’ needs
  • Ensure that patients have been adequately prepared for their abortion appointment and answer patient questions
  • Ensure all patients receive unbiased patient support and assistance
  • Direct patients to appropriate internal and external support resources
• Medical records:
  • Track incoming requests for medical records via mail, email, telephone, fax and within various electronic portals
  • Identify and highlight salient data on medical record requests to facilitate expedited processing
  • Process medical record requests and Release of Information submissions including retrieving patient charts, accurately duplicating records, and delivering records as requested
  • Manage incoming and outgoing medical record chart storage with offsite storage facility
  • Ensure compliance with all federal and state laws, HIPAA policies, and PPNCS procedures when working with medical records, requests for release of information, and Nextgen patient charts
  • Support risk management and clinical quality efforts by identifying and proactively communicating risks, errors, near misses, and patient safety concerns in a timely manner
• Patient charts:
  • Receive and track duplicate chart merge requests from revenue management, health centers and virtual clinics
  • Review chart merge requests for accuracy and assess patient demographic information, clinical encounter history, chart origin, and patient medical history to determine the correct primary chart
  • Examine chart merge requests to determine compliance with PPNCS guidelines for electronic record merges
  • Review chart merge requests assessed by other Centralized Services Associates for redundancy
  • Submit final chart merge instructions to Clinical Systems Management for irreversible merging of patient charts and medical records
  • Participate in chart merge audit procedures
• Prior authorizations:
  • Provide front-line support for patients to respond to prior authorization requests from insurance companies and pharmacy benefit managers
  • Asses prior authorization requests and consult with internal partners to collate the necessary information for responding to unique requirements of various pharmacy benefit managers
  • Task complex prior authorization requests to clinicians or physicians as appropriate and follow up to complete the submission process
  • Develop a functional mastery of multiple cloud-based portals and computer programs for processing prior authorization requests and appealing denials
  • Maintain a familiarity with the procedures and requirements for common insurance companies and pharmacy benefit managers within the affiliate
  • Receive prior authorization denials and immediately initiate appeal process, coordinating complex medical terminology and phraseology with providers to effectively advocate for patient needs
  • Follow up with patients to collect relevant information when necessary and maintain communication with patients to keep patients informed of progress
• Lab results:
  • Monitor incoming lab results via mail, email, telephone, fax and within various electronic portals
  • Track receipt of lab results and initiate process of clinical tasking to ensure appropriate follow-up with patients by nurses/clinicians
  • When directed by clinicians, assist patients with scheduling and preparing for telehealth appointments in virtual clinics for patient education, options counseling, and treatment
  • Communicate with state departments of health and university laboratories to ensure accurate reporting of abnormal lab results
  • Coordinate submission of samples and reporting of results with external partners for processing of mail-order STI testing kits for telehealth patients
• Other patient communication and administrative responsibilities:
  • Answer phones, direct calls, and reach out to patients as needed to support the work of the Centralized Services Department
  • Participate in team approach to patient care and work cooperatively with nurses and clinicians to achieve productivity standards and exceptional customer service
  • Perform various Centralized Services administrative functions
  • Support the onboarding of new employees and the cross-training of established employees
  • Maintain a working knowledge of Planned Parenthood policies and procedures
  • Perform duties using Microsoft Office Suite
  • Follow all federal, state and local laws regarding mandated reporting, abortion services, healthcare services and HIPAA

Minimum Qualifications:

• 1-2 years customer service experience
• Ability to learn and understand complex medical terminology
• Comfortable working with multiple applications and cloud-based software systems simultaneously
• Strong communications skills and ability to connect with patients regarding sensitive subjects

Skills, Knowledge and Abilities:

• Effective communication skills
• Attention to detail and accuracy
• Ability to maintain confidentiality
• Technology skills including computer and applicable software skills
• Ability to work with patients from diverse backgrounds and create a positive environment that demonstrates PPNCS’ commitment to diversity, equity, and inclusion
• Ability to communicate with patients via video and over the phone
• Ability to multi-task
• Effective critical thinking and problem-solving skills

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
  • Eligibility for Federal Student Loan Forgiveness
  • 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.

This position is included in the SEIU bargaining unit, and depending on state law, requires union dues be deducted from employee paychecks in an amount up to 2.25% of gross pay.

Click here to apply: PPNCS Job Board

Questions? Contact Jobs@ppncs.org for more information.