SUMMARY

Participates in team approach to increase patient numbers and maintain efficiency by answering calls, scheduling appointments, problem solving, and triaging questions to appropriate parties, and offering service referrals as needed. Other responsibilities include accurate patient data collection, providing general health, and contraceptive information. Communicate effectively and respect and honor patients from a wide range of backgrounds. Must be pleasant, courteous, and helpful. Requires an understanding of and commitment to quality health care and excellence in customer service.

The Contact Center is the primary point of contact for patients via telephone, setting the stage for a positive and supportive experience with our organization. Customer Contact Center fosters a positive work environment with internal and external customers by providing professional, efficient, and caring services. Performs duties to ensure individual and team productivity metrics and compliance standards are maintained.

ESSENTIAL DUTIES and RESPONSIBILITIES include the following. Other duties may be assigned.

• Complies with all individual and team performance metric goals established by the Contact Center Management Team.
• Provides patients with accurate and clear information about appointments and services.
• Collect all relevant information to determine what type of appointment to schedule.
• Instruct patients on all information and/or documents that are needed at the time of the appointment.
• Screen clients accurately for financial status, fee information, and funding options.
• Understand funding sources to discuss with clients, as appropriate.
• Process online appointment requests when needed.
• Collect insurance information and verify coverage.
• Problem solves and triage calls and questions to appropriate medical personnel.
• Maintains confidentiality and exercises respect and sensitivity while dealing with sexuality and sensitive issues with clients.
• Prepare Contact Center for opening and secure for closing as required.
• Comply with the Health Insurance Portability and Accountability Act (HIPAA) to maintain confidentiality and mandatory reporting requirements.
• Must model our In This Together workplace values, service standards, and service recovery.
• Adhere to all reporting requirements and state laws relevant to the abuse of minors.
• Maintain high integrity and confidentiality when engaging with patients, clients, associates, managers, and other leaders.

SUPERVISORY RESPONSIBILTIES

None

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is a bilingual English/Spanish position and full proficiency in Spanish is required. As part of the interview process, candidates who advance to the next phase will participate in a bilingual skills assessment. The assessment includes a written examination and a verbal examination, both conducted in Spanish. The assessment will take approximately one (1) hour and will be conducted virtually.

• Strong spoken and written communication skills.

• Excellent customer service skills including anticipating additional needs of the customer beyond their current use of PPGOH services and ability to change communication style according to the needs of the audience and the situation.
• Strong technical skills with ability to learn new skills quickly.
• Excellent teamwork skills.
• Excellent attention to detail, thorough in accomplishing a task.
• Ability to work with individuals of a diverse socioeconomic background.

EDUCATION and/or EXPERIENCE

• Position requires high school diploma or G.E.D.
• Minimum 1 year of experience in health care or customer service work.
• Experience in a call center or health care setting helpful.
• Data entry skills and understanding of business office procedures helpful.
• Bilingual preferred.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively 1:1 with co-workers, internal and external customers, and outside community organization representatives.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver's license and/or access to reliable transportation

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical ability to continuously talk, feel, and hear. Also requires frequent standing, walking, reaching, sitting, grasping, and handling small objects. Occasionally requires fingering, bending, and stooping, and rarely requires repetitive motions of the hands/wrists or feet, kneeling, or climbing. Must be able to occasionally lift and carry up to 10 lbs.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job may involve frequent interruptions, evening and weekend meetings, on-call status and frequent deadlines. Work is usually performed in an office environment.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks to be performed when circumstances change.