This is a full-time position based at our Tacoma location. The schedule is Monday through Friday with some Saturdays. Bi-lingual Spanish preferred.
Job Summary:
Serves as the initial point of contact for patients seeking services from PPGNHI. Receives and handles incoming calls in a complex, high call volume setting in a manner that instills confidence in PPGNHI services while following organizational customer service standards.
Essential Functions:
Utilizing outstanding customer service skills, answers incoming calls and evaluates patient requests. Schedules appointments, directs calls and provides information with a high degree of accuracy and professionalism. Supports organizational goals for exceptional customer service, patient experience, patient retention and appointment conversion.
Major Responsibilities:
Follows the PPGNHI customer service standards to provide exceptional customer service to Contact Center customers and to support and exemplify the Planned Parenthood brand.
Meets metric standards for appointment conversion, call and data quality standards and supports new processes introduced to the Contact Center.
Answers incoming calls and appropriately screens and directs patient calls accordingly.
Correctly assesses the type of appointment needed and schedules at an appropriate health center. Schedules, reschedules and cancels patient appointments. Converts calls to appointments whenever possible.
Evaluates and initiates triage for patients requiring immediate or same day medical assistance. Follows PPGNHI urgent care guidelines and appropriately utilizes the nurse triage system, including providing a description.
Makes appropriate referrals to follow-up clinicians for prescription refills and other clinical issues according to Contact Center procedures.
Obtains and/or verifies patient information including location and accurately enters patient data into the practice management system. Updates demographics according to protocol and maintains data integrity for organization.
Collects and confirms patient insurance information and forwards appropriate information to Patient Financial Services for pre-verification purposes.
Provides patients with the appropriate fee estimate. Explains the appropriate state funding source as appropriate.
Provides patients with appropriate pre-appointment instructions based on appointment type.
Provide laboratory test results to patients.
Directs non-appointment related calls to internal departments.
Appropriately escalates calls to Senior Contract Center Representatives,, Data Quality Representative Contact Center Supervisor and Manager.
Consistently provides accurate information regarding procedures and protocols. Demonstrates knowledge and stays current on PPGNHI health services. Maintains working knowledge of health center services and relevant policies and procedures. Utilizes all available resources including manuals and online resources.
Provides referrals as appropriate and maintains knowledge of referral sources.
Ensures health care information and patient confidentiality are maintained in accordance with PPGNHI policies and (HIPAA).
During offline time, participates in cross training and provides back-up support for functions including returned mail.
Reads and responds to department communications.
Actively and positively participates in Contract Center staff meetings and training sessions.
Proactively and independently assists teammates when needed with process/procedural information, call handling techniques, customer service standards, NextGen data entry and all other quality and compliance matters.
Makes suggestions for process or other improvements that will benefit the Contact Center Team and/or organization.
Supports and models the Contact Center mission, values and behaviors.
Affiliate wide expectations:
Adheres to the PPGNHI code of conduct and all policies, procedures and protocols.
Demonstrates and maintains a high degree of professionalism.
Supports and acts in accordance with the PPGNHI customer service standards.
Values continuous learning and seeks ongoing training and development.
Demonstrates and models diversity awareness.
Specific skills required:
Greeting Skills – Represents PPGNHI in a professional and courteous manner.
Listening Skills – Values, respects and seeks to understand the patient.
Speaking Skills – Communicates effectively to positively impact all customer interactions.
Customer Service Skills – Consistently deliver services with compassion by listening, accepting and responding to the direct needs of each person for each interaction.
Procedural Requirement Skills – Ability to handle detailed work with precision and accuracy.
Assessment Skills – Uses effective and tactful probably to clarify caller’s needs or issues.
Closing Skills – Summarizes the call and thanks caller for choosing Planned Parenthood.
Education :
High school diploma or equivalent
Experience:
Minimum of two years customer service experience, preferably in a call center. Experience in a health care setting, such as medical receptionist or appointment scheduling preferred.
Proficient computer skills including Microsoft Word and Excel. Experience with Electronic Medical Records (EMR) preferred.
PPGNHI is an equal-opportunity employer and seeks to recruit persons of diverse backgrounds – and to support their retention and advancement within the organization. Justice is one of our core values, and we are committed to fostering a workplace culture inclusive of people with respect to their race, ethnicity, national origin, gender/gender identity, sexual orientation, socio-economic status, veteran status, marital status, age, disabilities, political affiliation, religious beliefs or any other characteristic. Our commitment to justice and diversity also means providing a work environment that is welcoming, respectful and engaging.
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