Call Center Service Staff - Bilingual Required

Planned Parenthood Columbia Willamette

37d•$20 - $29•Hybrid

About The Position

Planned Parenthood Columbia Willamette (PPCW) is recruiting for a Call Center Service Staff position within our Patient Access Center team! Bilingual Spanish Required. 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 care and freedom. Our mission is to provide, promote, and protect access to sexual and reproductive health care. PPCW is the largest non-profit family planning and reproductive rights organization in Oregon and Southwest Washington. About the Role: The Call Center Service Staff are responsible for supporting patients through phone calls, scheduling appointments, problem solving & triaging questions to appropriate parties, and offering service referrals as needed. Other responsibilities include documenting accurate patient data, providing general health and contraceptive information. The Call Center is the primary point of contact for patients via telephone, setting the stage for a positive and supportive experience with our organization. Fosters a positive work environment with external and internal customers by providing professional, efficient and caring service. Performs duties to ensure individual and team productivity metrics and compliance standards are maintained.

Requirements

High School Diploma or equivalent
Bilingual Spanish skills
Equivalent of 2 years full-time work history including at least 1 year of customer service experience, preferably in a call-center, front-line health care, or social services environment.
Demonstrate computer literacy with at least 35 WPM and basic knowledge of keyboarding, using Microsoft Word, Excel, Outlook, the Internet and data entry systems.
Demonstrate basic math skills such as add, subtract, and calculate percentages.
Demonstrate the ability to handle stressful, sensitive and/or challenging situations appropriately.

Responsibilities

Answer a high volume of calls and schedule appointments accurately according to scheduling policy.
Accurately input patient information into Epic.
Provide clients with accurate and clear information about appointment and services.
Process online appointment requests if needed.
Maintain the Waitlist for surgical services.
Problem solve and triage calls to the appropriate parties
Refer clients to outside providers for services PPCW does not offer.
Maintain client confidentiality and comply with HIPAA confidentiality and Mandated Reporting requirements
Screen clients accurately for financial status, fee information and funding options.
Understand funding sources and be able to discuss with clients as appropriate.
Participate in abortion services which may include referrals, information and education about abortions.
Log in and be ready to receive or make calls as directed by schedule.
Prepare Call Center for opening and secure for closing as required.
Adhere to all reporting requirements and state laws relevant to the abuse of minors.
Exhibit the ability to maintain effective communication with Patient Access Center team and leadership via email, chat, phone or text if/when working from home.
Provide reliable internet connection if/when working from home.
Comply with individual and team performance metrics goals established by the Call Center management team.
Host visitors for shadowing calls in the Call Center.
Participate and contribute in trainings, committees and meetings as needed.
Participate in efforts to achieve affiliate goals on wait time, both in-clinic and on the phone, and adhere to the system for addressing client complaints. Adhere to affiliate workplace rules on professionalism.
Exhibit and foster a positive outlook in guiding the team forward with departmental and agency wide goals and changes.
Help and support to team members in an effort to aid in building their skills and ability to meet call center team expectations.
Notify Call Center Management when issues or problems arise.
Schedules are not permanent and may change based on call volume and Call Center staffing needs.
Some schedules/shifts require Saturday shifts based on call volume & staffing needs.
Perform additional duties as needed or assigned.