Virtual Care Medical Receptionist

Planned Parenthood of the Rocky Mountains • Not Applicable, CO

2d • Hybrid

About The Position

Planned Parenthood is committed to creating a dynamic work environment that values diversity, equity, inclusion, respect, integrity, customer focus, and innovation. We are committed to creating a welcoming space for all people on our staff, in our health centers, and in our community. We do this by tending to the team, respecting and honoring all people, jumping in, trying and learning, caring for our business, and returning to our mission. Abortion Care: At PPRM, we all work in abortion care. This role supports abortion care through direct clinical triage, patient education, and follow-up, ensuring timely and empathetic support to those navigating abortion services. Remote: 90% On-Site: 10% Full

Requirements

• Must reside in Colorado or New Mexico
• High school graduate (or equivalent)
• Experience with or willingness to learn reproductive health, abortion care, gender affirming care, and family planning.
• Access to a private workspace (if remote) consistently for all working hours.
• Excellent communication skills, that consider providing exceptional customer service as a core function of your daily work.
• Skilled at navigating changing priorities, disruptions, and changes in the work day with limited supervision.
• Adept at meeting deadlines and prioritizing work in a fast-paced environment.
• Adept at using digital platforms such as Microsoft Suite, Teladoc, payer portals, and prescription management systems to support virtual care workflows.
• If working from home, requires high-speed internet with 25 MB download and 15 MB upload speeds.

Nice To Haves

• Spanish fluency (upon passing test)

Responsibilities

• Facilitate check-in and check-out procedures, including verifying insurance, providing financial estimates, and collecting payment.
• Coordinate scheduling, referrals, and medication/supply pickup.
• Perform reception activities including answering laptop-based softphone calls, scheduling, appointment reminders, and promoting patient portal enrollment.
• Assist patients in accessing financial resources and subsidy funding by following strict funding guidelines and program eligibility criteria.
• Assist with inbound and outbound communication through a live call queue to support patient care.
• Coordinate patient portal messages for telehealth visits to reduce no-shows.
• Run and review system reports at the beginning, end, and throughout shifts; rectify discrepancies as required.
• Review, screen, and assign the internal agency email program to ensure timely communication, accurate information sharing, and effective coordination across departments.
• Support patient follow-up to ensure continuity of care, which may include but is not limited to outreach via live phone queue, electronic communication, and other virtual engagement tools.
• Serve as a resource to other staff within your role scope by providing guidance on follow-up protocols and supporting patient care.
• Navigate unexpected changes including late patients, multiple concerns, no-shows, or technology system failures and coordinate with the management and Care Team as necessary.
• Process medical records requests.

Benefits

• Medical/Vision/Dental, with extended mental health coverage.
• Accrued PTO and Sick Time
• 401k/Safe Harbor Contributions (PPRM contributes up to 3% of your pay to your 401k after 1 year of service).
• Employee Loan Program
• Employee Assistance Program and WorkLife Partnership.
• Paid Family Leave/Paid Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED