Contact Center Representative, Part-Time
Planned Parenthood of Greater Texas, Inc., United States

• This position performs a variety of services related to Call Center (Contact Center) administration in a family planning, reproductive, and abortion provider healthcare environment with a focus on patient care, primarily answering phone calls and online requests to make appointments, addressing questions, and offering service referrals as needed. Also responsible for patient data input, providing general health and contraceptive information, and other clerical functions. Creates a positive first impression with callers by providing professional, efficient and caring service. Performs duties to ensure productivity expectations, customer service and compliance standards are maintained. Follow affiliate protocols, policies and procedures and any center-specific policies and procedures. Abides by the organization’s mission in performing job duties. Participates as a member of a team providing confidential, quality patient services, allowing patients to maintain a sense of dignity, trust and safety. Demonstrates an understanding of and commitment to quality healthcare and excellent customer service.

• Answers high volume of calls and schedules appointments in appointment database system.
• Processes on-line appointment requests and schedules appointments in database system.
• Triages calls to a Clinician as needed.
• Provides information about all services including abortion services offered at Planned Parenthood of Greater Texas (PPGT).
• Provides directions to the health center, hours of operation, services offered, prices and referrals to outside providers for services not offered.
• Screens patients’ financial status and confirms fee information.
• Receives, manages and directs calls from patients for all agency reproductive healthcare services and programs in accordance with call management protocols including but not limited to: Completes full registration for all new patients and insurance verifications if applicable. Reviews and updates patient demographics, eligibility, authorization, and appointment time and location. Routes calls to appropriate department or health center for assistance as appropriate. Provides assistance to patients regarding appointment time, directions, health center hours, etc. Places reminder phone calls for scheduled appointments.
• Maintains a sensitive and warm demeanor with callers.
• Responds, screens and forwards non-patient calls to the appropriate departments.
• Notifies appropriate personnel when issues or problems arise per PPGT protocols.
• Supports the team and organizational decisions, displays a positive attitude and professional demeanor.
• Maintains patient confidentiality and follows all policy and privacy requirements as required.
• Communicates requests and responds accurately using the appropriate procedures for contacting health center administration and staff.
• Maintains thorough knowledge and understanding of the entire organization and the programs and services available to be able to direct calls correctly and appropriately.
• May train less experienced Contact Center team members in job functions/duties/protocols.
• Assists in patient abortion education process and protocols.
• Responds to messages correctly and promptly.
• Understands funding sources and discuss with patients as appropriate.
• Refers more complex call requests to Manager or designee.
• Assists with the daily operations and efficiency of the Contact Center and works cooperatively with others to achieve productivity standards and exceptional customer service for Contact Center.
• Notifies appropriate personnel when issues or problems arise.
• Provides accurate, non-directive information to callers and patients including information about all Food amp; Drug Administration (FDA) approved birth control methods, risks, side effects, infections, test for Sexually Transmitted Infections (STI’s), and benefits of each method, including abstinence. Provides all information needed for patient to be prepared for their visit to the health center.

Job Rewards and Benefits