Planned Parenthood of Central and Western NY
Bilingual Call Center Representative
Planned Parenthood of Central and Western NY, Rochester, New York, United States, 14600
Bilingual Call Center Representative
Rochester, NY • Health Services
Job Type
Full-time
Description
Bilingual Call Center RepresentativeRochester, NY
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.
In support of 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 will provide 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 for individuals and families with respect, compassion, and without judgement.
EssentialFunctions
Answer 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
Direct 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
Attend 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 for all internal and external customers for differences in backgrounds, lifestyles, viewpoints and needs
Requirements
Qualifications
Applicants must possess the following qualifications (or equivalent combination of education and experience):
Education
GED/High School Diploma required
Experience
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.
Planned Parenthood seeks candidates who are proficient in two or more languages.
Working Conditions
Standard office environment
May experience visual fatigue working at computer with potential extended periods of sitting
Well-lit/ventilated
Physical Requirements
Possess sufficient mobility to perform the Essential Functions listed in this Job Description with or without accommodation
WorkScheduleThis is a full-time, 40 hour a week, position; must be available withinallof the following hours to be scheduled:Mon 8:00am-7:00pmTues, Wed, Thurs 8:30am-7:00pm Fri 8:30am-7:00pmSat 9:00am-1:00pm
Benefits&CompensationAt PPCWNY, we are committed to equitable compensation practices and transparency. In alignment with these efforts, the pay for this position ranges from $20.37 to $23.58/hour. Actual compensation will be determined by experience and other factors permitted by law.In addition to competitive compensation, PPCWNY offers an extensive benefits package with generous Paid Time Off, 10 paid holidays, affordable medical, dental, and vision options, Health Savings Account or Flexible Spending Account, 401(k) with match, and much more!
PlannedParenthoodof CentralandWesternNewYorkisanequalopportunityemployer.
Salary Description
$20.37 to $23.58
Rochester, NY • Health Services
Job Type
Full-time
Description
Bilingual Call Center RepresentativeRochester, NY
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.
In support of 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 will provide 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 for individuals and families with respect, compassion, and without judgement.
EssentialFunctions
Answer 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
Direct 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
Attend 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 for all internal and external customers for differences in backgrounds, lifestyles, viewpoints and needs
Requirements
Qualifications
Applicants must possess the following qualifications (or equivalent combination of education and experience):
Education
GED/High School Diploma required
Experience
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.
Planned Parenthood seeks candidates who are proficient in two or more languages.
Working Conditions
Standard office environment
May experience visual fatigue working at computer with potential extended periods of sitting
Well-lit/ventilated
Physical Requirements
Possess sufficient mobility to perform the Essential Functions listed in this Job Description with or without accommodation
WorkScheduleThis is a full-time, 40 hour a week, position; must be available withinallof the following hours to be scheduled:Mon 8:00am-7:00pmTues, Wed, Thurs 8:30am-7:00pm Fri 8:30am-7:00pmSat 9:00am-1:00pm
Benefits&CompensationAt PPCWNY, we are committed to equitable compensation practices and transparency. In alignment with these efforts, the pay for this position ranges from $20.37 to $23.58/hour. Actual compensation will be determined by experience and other factors permitted by law.In addition to competitive compensation, PPCWNY offers an extensive benefits package with generous Paid Time Off, 10 paid holidays, affordable medical, dental, and vision options, Health Savings Account or Flexible Spending Account, 401(k) with match, and much more!
PlannedParenthoodof CentralandWesternNewYorkisanequalopportunityemployer.
Salary Description
$20.37 to $23.58