About the position
The Virtual Care Associate (Bilingual-Spanish) position at Planned Parenthood North Central States is a full-time remote role that focuses on providing comprehensive telehealth services to patients across multiple states including Iowa, Minnesota, Nebraska, North Dakota, and South Dakota. This position is crucial in ensuring that patients receive the necessary support and assistance during their virtual healthcare visits. The associate will be responsible for welcoming patients, registering them for virtual visits, and ensuring they receive unbiased support throughout their healthcare journey. This role requires a strong commitment to patient care, empathy, and the ability to navigate various telehealth platforms effectively. In this role, the Virtual Care Associate will perform a variety of tasks including telehealth intake, where they will register patients for virtual healthcare visits via video, conduct patient history reviews, and maintain accurate patient medical records. They will also be responsible for collecting and verifying patient financial information, ensuring compliance with funding source requirements, and preparing charge tickets for clinical staff coding. The associate will provide front-line customer service for patients using the text-based asynchronous telehealth platform, responding to inquiries and adjusting patient schedules as necessary. Additionally, the associate will conduct pre-procedural phone calls to patients prior to their abortion appointments, providing factual and unbiased information about their options. Administrative duties will also be part of the role, including participation in team approaches to patient care, using Microsoft Office Suite, and adhering to all relevant laws and regulations regarding healthcare services and HIPAA. The position requires a commitment to diversity and inclusion, as well as a willingness to support the onboarding and training of new employees. Overall, this role is integral to the mission of Planned Parenthood, which is to provide comprehensive and progressive sexual and reproductive health care with empathy and respect.
Responsibilities
- Welcome all patients and register them for virtual healthcare visits via video.
- Ensure all patients receive unbiased patient support and assistance, assess patient questions and direct to appropriate resources.
- Perform computer data entry, including patient identity, demographics, insurance information, and patient consents in the virtual telehealth platform and electronic health record.
- Interview and screen patients, conduct patient history review, document in electronic medical record, prepare patients for visit with clinician.
- Maintain patient medical record.
- Collect, assess, and verify patient financial information, determine and confirm insurance coverage, and comply with all funding source requirements.
- Answer phones, direct calls, and reach out to patients as needed.
- Accurately inform patients of potential costs for services.
- Prepare charge tickets for clinical staff coding and charge post for virtual telehealth services, reviewing charges for accuracy.
- Provide front-line customer service for patients using the text-based asynchronous telehealth platform.
- Review and verify patient insurance information and process charge posting for relevant patients.
- Respond to patient inquiries and support requests.
- Identify patients who have conflicting encounters in Telehealth or traditional healthcare and adjust patient schedules and follow up plans as necessary.
- Conduct scheduled outbound phone calls to patients prior to their abortion appointment at a health center.
- Provide factual, unbiased information to patients seeking abortion, including the difference between medical and procedural abortion.
- Ensure that patients have been adequately prepared for their abortion appointment and answer patient questions.
- Participate in team approach to patient care working cooperatively with others to achieve productivity standards and exceptional customer service.
- Perform various Telehealth Department administrative functions.
Requirements
- 1-2 years customer service experience.
Benefits
- Medical, Dental & Vision Insurance with equity-based premium tiers
- Free virtual primary care for entire household
- Continued Education Reimbursement for RNs and other employees
- Flex Spending Account
- Life Insurance
- Eligibility for Federal Student Loan Forgiveness
- Paid time off starting at .05769 accrual rate per hour worked
- 8 hours volunteer paid time off annually
- 8 paid federal holidays & 2 paid floating holidays
- 403(b) retirement plan with employer match
- 8 weeks Paid Parental Leave
- Pet Insurance
- Bereavement Leave
- Earned Extended Leave
- Free subscription to Headspace App
- Time off to vote
- Employee discounts for various services and products.
