Planned Parenthood of Greater Texas offers comprehensive reproductive healthcare services.We are here to educate and care for healthy communities.We believe the needs of our community are greater than they’ve ever been. And that drives us to work harder, aim higher, and expect more from one another. Here, you'll be empowered to make an immediate impact for our organization and clients.
We offer a competitive compensation and benefits package:Excellent Medical and Dental Benefit PlansRetirement plan and employer matchGenerous Paid Time OffPlus Additional Benefits
Position Title:Sr. Contact Center Representative and Service NavigatorLocation:Dallas, TX (North)Reports To:Contact Center Senior ManagerEmployment Status:Non-exempt, Full-TimeGrade:N-4Summary
- 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. This position will focus on a variety of outreach, clerical, and support services to our patients to improve access to care for abortion services. This position guides patients through referrals to other healthcare providers and related services to enable them to access services in a timely manner. Additionally this position will answer phone calls to assist with patient care and requests to make appointments, addressing questions, and offering service referrals as needed, 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.
Essential Job Functions and Expectations
- Acts as an advocate on behalf of the patient to ensure access to related services.
- Identify barriers to patients accessing abortion services and seek to address them.
- Understands and maximizes patient assistance programs and funding sources to assist patients in enrolling in these programs.
- Acts as a liaison between affiliates to connect patients with appropriate care.
- Verifies insurance benefits and eligibility for patients as needed.
- Assists in the efficient day-to-day operation of the contact center.
- Answers high volume of calls and schedules appointments in appointment database system.
- Participates in effective communication among team members.
- Serves as a role model for exemplary customer services relations.
- Processes on-line appointment requests and schedules appointments in database system.
- Provides information about medical services and referrals, answers questions about birth control, health and pregnancy in a non-biased, non-judgmental and non-directive manner.
- Maintains patient confidentiality at all times, using appropriate guidelines on release of information.
- Triages calls to a Clinician as needed or notifies clinician of special concerns pertinent to client’s visit.
- 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:
- o Completes full registration for all new patients and insurance verifications if applicable.
- o Reviews and updates patient demographics, eligibility, authorization, and appointment time and location.
- o Routes calls to appropriate department or health center for assistance as appropriate.
- o Provides assistance to patients regarding appointment time, directions, health center hours, etc.
- o Places reminder phone calls for scheduled appointments.
- Maintains a sensitive and warm demeanor with callers.
- Reviews test results with patients and when appropriate.
- Adheres to the medical standards and guidelines as applicable to the Contact Center.
- May verify and process requests for medical records release per HIPAA guidelines and policy.
- Practices a customer-oriented approach to healthc