Response Center Agent

Planned Parenthood Mar Monte Careers•Fresno, CA

6d•Hybrid

About The Position

The Response Center Agent is responsible for logging in and being ready to receive or make calls as directed by schedule. This role involves receiving, managing, and directing calls in accordance with call management scheduling guidelines, completing full registrations for new patients, and indicating insurance verification. The agent will also review and update patient demographics, eligibility, insurance information, and appointment locations, and provide account information as requested. Key aspects of the role include maintaining excellent customer service, adhering to call management guidelines for average call time and volume, and accurately communicating information using appropriate procedures. The agent will also be responsible for taking detailed messages, maintaining a safe workstation, and assisting with the daily operations of the Response Center.

Requirements

Ability to perform the duties described above.
Graduation from high school or equivalent
One year of experience as a receptionist in a medical office.
Excellent verbal and written communication skills including ability to communicate effectively with staff and patients from diverse backgrounds.
Must have thorough knowledge of insurance types or be willing to learn.
Must be flexible and have the ability to work independently and as part of a team.
Ability to maintain strict confidentiality.
Excellent computer skills with working knowledge of Microsoft Office including Outlook.
Must have excellent attention to detail.
Ability to schedule appointments with the correct visit type according to the scheduling guidelines.
Must have flexibility in schedule to include evenings, weekends and holidays.
Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction.
Commitment to mission and philosophy of Planned Parenthood.

Nice To Haves

Previous experience in a call center environment preferred.
Bilingual English/Spanish skills preferred.

Responsibilities

Log in and be ready to receive or make calls as directed by schedule.
Receive, manage and direct calls in accordance with call management scheduling guidelines.
Complete full registration for all new patients and indicate insurance verification.
Review and update patient demographics, eligibility, insurance information and appointment location and take appropriate actions to update changes identified.
Provide account information as requested.
Ask for caller’s permission before placing caller on hold and wait for response.
Check back with caller on hold and offer alternatives if applicable.
Voice announce each call to connecting party when transferring a call.
Ask caller if there is any additional assistance they may need and thank the caller at the end of the call with, “Is there anything else I can help you with?”
Be empathetic and sensitive to the unique needs of each customer.
Provide explanations that are appropriate to the customer’s level of understanding and knowledge.
Give full attention to customer.
Demonstrate promptness and show initiative in responding to customers.
Route calls to appropriate department for continued assistance as necessary.
Utilize break codes appropriately as defined by the call management system.
Maintain knowledge of and utilize scheduling downtime procedure.
Maintain average call time as defined by call management guidelines (2:30 minute average).
Maintain average call volume as defined by call management guidelines (13-18 calls per hour).
Communicate requests and respond accurately using the appropriate procedures for contacting clinics and/or clinic staff.
Maintain thorough knowledge and understanding of the entire PPMM organization in order to answer questions and direct calls correctly and appropriately.
Take complete on-line messages that are detailed, concise, spelled accurately and utilize correct medical terminology.
Maintain workstation in a safe condition for self and others.
Complete quality assurance monitoring tools as specified for the department.
Assist with the daily operations and efficiency of the Response Center.
Establish an effective working relationship with internal and external customers.
Provide assistance, support and/or peer coaching to team members in an effort to aid in building their skills and ability to meet call management expectations.
Notify the appropriate contact person when issues or problems arise.
Make sound decisions and demonstrate the ability to handle situations appropriately.
Accepts and handles responsibility.
Learns from own mistakes.
Accept, learn from and integrate feedback from knowledgeable persons regarding effectiveness of own communications.
Adapt to changing conditions, influences and environments.
Inspire excellence and commitment in others.
Be consistently helpful and act in a professional and courteous manner.
Other duties as assigned.