Planned Parenthood of Central and Western New York
Bilingual Call Center Representative
Planned Parenthood of Central and Western New York, Rochester, New York, United States
Overview
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Bilingual Call Center Representative
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Planned Parenthood of Central and Western New York . 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 communicates accurate and detailed information about health services, appointment making, medical procedures, and insurance/financial options in Spanish and English. The representative guides patients through the pre-appointment process and provides instructions for Health Center visits and care. The role is the first point of contact and should exemplify service standards to provide care for individuals and families with respect, compassion, and without judgement.
Responsibilities
Essential Functions Answer incoming calls and independently handle 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. Assist the patient in initially assessing financial options if they do not have insurance. Inform patients what information is needed at their Health Center visit. Provide information to shared service inbound customer inquiries regarding medical services offered in additional, regional locations. Continually increase knowledge and understanding of tools, software, and training materials to maintain proficiency. Demonstrate the highest level of customer service, patience, and the ability to effectively communicate with staff and patients at all times. Maintain a current understanding of and follow all processes/procedures to respond to internal/external customers. Determine and arrange for any special accommodation needed by the patient (e.g., interpreter). Appropriately qualify medical or options counseling questions to other medical team members (RNs) in support of the Call Center. Direct or transfer calls regarding insurance verification, fundraising, employment opportunities, media, education outreach, advocacy, employees, or general inquiries to the appropriate department director/manager. Address patient concerns in a prompt, courteous, confidential, and caring manner. Other Accountability Activities Performs other duties as assigned. Attend departmental meetings and training workshops 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 responsibility to participate in and work to achieve productivity, customer service and capacity goals as set by PPCWNY. Shows respect for all internal and external customers with differing backgrounds, lifestyles, viewpoints and needs.
Qualifications
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 Excellent verbal and written communication skills. Fluent in Spanish and English (spoken, comprehended, and written). Ability to handle patient information discreetly and follow HIPAA guidelines. Basic computer proficiency and high accuracy in data entry. Strong organizational skills and ability to manage multiple priorities. Flexible schedule with rotating evenings/weekends. Reliable transportation and/or valid driver’s license not in jeopardy of being revoked. Proficiency in two or more languages is preferred.
Working Conditions
Standard office environment. Possible visual fatigue from computer use and extended periods of sitting. Well-lit and ventilated environment.
Physical Requirements
Mobility to perform essential functions with or without accommodation.
Work Schedule
This is a full-time, 40-hour-per-week position; must be available within all of the following hours to be scheduled: Mon 8:00am-7:00pm; Tue, Wed, Thurs 8:30am-7:00pm; Fri 8:30am-7:00pm; Sat 9:00am-1:00pm.
Benefits & Compensation
Pay ranges from $20.37 to $23.58/hour, determined by experience and other factors. PPCWNY offers a comprehensive benefits package, including Paid Time Off, holidays, medical/dental/vision options, Health Savings Account or Flexible Spending Account, 401(k) with match, and more. Planned Parenthood is an equal opportunity employer.
Additional Information
Salary Description: $20.37 to $23.58
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Join to apply for the
Bilingual Call Center Representative
role at
Planned Parenthood of Central and Western New York . 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 communicates accurate and detailed information about health services, appointment making, medical procedures, and insurance/financial options in Spanish and English. The representative guides patients through the pre-appointment process and provides instructions for Health Center visits and care. The role is the first point of contact and should exemplify service standards to provide care for individuals and families with respect, compassion, and without judgement.
Responsibilities
Essential Functions Answer incoming calls and independently handle 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. Assist the patient in initially assessing financial options if they do not have insurance. Inform patients what information is needed at their Health Center visit. Provide information to shared service inbound customer inquiries regarding medical services offered in additional, regional locations. Continually increase knowledge and understanding of tools, software, and training materials to maintain proficiency. Demonstrate the highest level of customer service, patience, and the ability to effectively communicate with staff and patients at all times. Maintain a current understanding of and follow all processes/procedures to respond to internal/external customers. Determine and arrange for any special accommodation needed by the patient (e.g., interpreter). Appropriately qualify medical or options counseling questions to other medical team members (RNs) in support of the Call Center. Direct or transfer calls regarding insurance verification, fundraising, employment opportunities, media, education outreach, advocacy, employees, or general inquiries to the appropriate department director/manager. Address patient concerns in a prompt, courteous, confidential, and caring manner. Other Accountability Activities Performs other duties as assigned. Attend departmental meetings and training workshops 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 responsibility to participate in and work to achieve productivity, customer service and capacity goals as set by PPCWNY. Shows respect for all internal and external customers with differing backgrounds, lifestyles, viewpoints and needs.
Qualifications
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 Excellent verbal and written communication skills. Fluent in Spanish and English (spoken, comprehended, and written). Ability to handle patient information discreetly and follow HIPAA guidelines. Basic computer proficiency and high accuracy in data entry. Strong organizational skills and ability to manage multiple priorities. Flexible schedule with rotating evenings/weekends. Reliable transportation and/or valid driver’s license not in jeopardy of being revoked. Proficiency in two or more languages is preferred.
Working Conditions
Standard office environment. Possible visual fatigue from computer use and extended periods of sitting. Well-lit and ventilated environment.
Physical Requirements
Mobility to perform essential functions with or without accommodation.
Work Schedule
This is a full-time, 40-hour-per-week position; must be available within all of the following hours to be scheduled: Mon 8:00am-7:00pm; Tue, Wed, Thurs 8:30am-7:00pm; Fri 8:30am-7:00pm; Sat 9:00am-1:00pm.
Benefits & Compensation
Pay ranges from $20.37 to $23.58/hour, determined by experience and other factors. PPCWNY offers a comprehensive benefits package, including Paid Time Off, holidays, medical/dental/vision options, Health Savings Account or Flexible Spending Account, 401(k) with match, and more. Planned Parenthood is an equal opportunity employer.
Additional Information
Salary Description: $20.37 to $23.58
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