Call Center Representative

Call Center Representative

REPORTS TO: Chief Clinical Officer
STATUS: Non-exempt/Hourly

SCHEDULE: Must be able to work a designated schedule between the hours of 7:30am and 5:30pm CST

ABOUT PPTNM

Planned Parenthood of Tennessee and North Mississippi (PPTNM) has been a trusted provider of high-quality, compassionate, and affordable reproductive healthcare for over 75 years. With health centers in Knoxville, Memphis, and Nashville we are dedicated to empowering individuals through exceptional patient care, accurate sexual health education, and unwavering advocacy for reproductive rights.

Our mission is simple: to improve the health and well-being of our communities by delivering nonjudgmental, inclusive, and comprehensive sexual healthcare. Join our passionate team and make a meaningful impact!

YOUR IMPACT

The Call Center Representative (CCR) works in a team approach to increase clinic efficiency and provide exceptional customer service. Work cooperatively with other call center staff to answer and triage phone calls and schedule patient appointments. Communicate effectively and appropriately with patients and customers. Must have exceptional speaking and listening skills in order to engage with patients. Create a positive first impression with callers by providing professional, caring and efficient service. Perform duties to ensure productivity expectations and compliance standards are met.

WHAT YOU’LL DO

Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer a high volume of incoming calls in a customer friendly and professional manner.

• Demonstrates exceptional customer service.

• Schedule appointments for clients accordingly.

• Collect all required information including insurance data and CAPS forms, and verify patient insurance eligibility coverage as appropriate during calls.

• Screens clients’ financial status and confirms fee information.

• Provide patient with information and required documents needed at the time of their visit.

• Provides client information per Planned Parenthood policies and protocols.

• Respond appropriately to calls that require following established emergency procedures.

• Maintains patient and customer confidentiality at all times.

• Provides back up coverage for medical records release as needed.

• Directs calls to the appropriate affiliate staff.

• Comply with HIPAA confidentiality and Mandatory Reporting requirements

• Adhere to all reporting requirements and state laws relevant to the abuse of minors.

• Participate in trainings and meetings as needed.

• Presents professional appearance.

• Maintains a high level of commitment to Planned Parenthood’s mission and goals

• Performs other duties as required.

WHAT YOU BRING

Experience:

• Call center: 1 year

• Insurance verification: 1 year

• Medical office: 1 year

WHAT WE OFFER

COMPENSATION/BENEFITS PROGRAM:

• Competitive Hourly Rate – $20-25/hr., Commensurate with experience

• Comprehensive Benefits Package – 100% employer-paid Medical (including an HSA), Dental, Basic Life/AD&D, STD, LTD (Employee Only Coverage).

• Additional Benefits – Vision, Life Insurance “Buy-Up” options, Pet Insurance, and Plum Benefits.

• 401(k) with Employer Matching – Invest in your future with our retirement plan. Employer matching up to $5k annually.

• Generous Paid Time Off – 15 vacation days in your first year (pro-rated based on start date), plus 2 Floating Holidays and 10 Paid Holidays.

JOIN US!

This isn’t just a job—it’s a calling. At PPTNM, we believe in providing high-quality, compassionate reproductive healthcare and education for all. If you’re looking for a meaningful career where you can make a difference every day, we’d love to hear from you.

Ready to make a difference? Apply today and be part of a mission-driven team dedicated to empowering individuals and transforming lives!

OUR COMMITMENT TO INCLUSION

PPTNM is an equal opportunity employer and is committed to fostering a diverse, inclusive, and equitable workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

We make reasonable accommodations for qualified applicants and employees in compliance with the Americans with Disabilities Act (ADA) and applicable regulations.

E-VERIFY PARTICIPATION

PPTNM participates in E-Verify to confirm employment authorization in the United States.

DISCLAIMER

This job description is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with this position. While intended to be an accurate reflection of the current job, management reserves the right to review and change this description as needed to maintain business goals and accomplishments. Job descriptions are reviewed periodically. This job description is not a contract.

COVID VACCINATION REQUIREMENT FOR CANDIDATES SEEKING EMPLOYMENT:

PPTNM, as both a healthcare provider and a participant of Medicare/Medicaid, is subject to certain laws, regulations and orders requiring its workforce to be fully vaccinated against COVID-19 and its variants. PPTNM has therefore implemented a requirement that all employees be fully vaccinated. Candidates seeking employment with PPTNM will be required to: (1) be fully vaccinated against COVID-19 and its variants by their start date. Reasonable accommodations will be considered on a case-by-case basis for exemptions to this requirement in accordance with applicable law, and (2) submit proof of vaccination by their start date as a condition of employment with PPTNM.