Bilingual Call Center Representative

About the role

Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families. With respect. Without judgment. No matter what. In this role, the Bilingual Call Center Representative (English/Spanish) serves as the first point of contact, guiding patients through the pre-appointment process, providing instructions regarding Health Center visits and care, and communicating accurate information about health services, appointment making, medical procedures, and insurance/financial options.

Responsibilities

• Answers incoming calls and independently handles the appointment setting process by assisting the patient with identification of the type of appointment needed (new patient, pregnancy test, problem appointment, follow-up, etc.).
• Accurately records patient data within the Electronic Health Records (EHR) system and communicates relevant information to the patient.
• Assists the patient in initially assessing financial options if they do not have insurance.
• Informs patients what information is needed at their Health Center visit.
• Provides information to shared service inbound customer service inquiries regarding medical services offered in additional regional locations.
• Responsible for continually increasing knowledge and understanding of tools, software, and training materials to maintain proficiency and knowledge to perform essential functions.
• Demonstrates the highest level of customer service, patience, and ability to effectively communicate with staff and patients.
• Maintains a current understanding of and follows all processes/procedures to respond to internal/external customers.
• Determines and arranges for any special accommodation needed by the patient, e.g., interpreter.
• Appropriately qualifies medical or options counseling questions to other medical team members (RNs) in support of the Call Center.
• Directs or transfers calls regarding insurance verification, fundraising, employment opportunities, media, education outreach, advocacy, employees, or general inquiries to the appropriate department director/manager.
• Addresses patient concerns in a prompt, courteous, confidential, and caring manner.
• Performs other duties as assigned, attends departmental meetings and training workshops, and participates in affiliate initiatives.
• Participates in and adheres to the agency’s Compliance, Quality, and Risk Management program to ensure patient confidentiality according to HIPAA regulations.
• Verifies insurance eligibility using the Real Time Service electronic platform.
• Accepts individual and joint responsibility for achieving productivity, customer service, and capacity goals as set by PPCWNY.
• Shows respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints, and needs.

Requirements

• High School Diploma or GED required.
• A minimum of 2 years of call center experience and/or phone contact in a healthcare setting preferred; experience in customer service desirable.
• Excellent communication skills (verbal and written).
• Ability to handle patient information discreetly and understand and follow HIPAA as it relates to Protected Health Information.
• Basic computer proficiency and excellent data entry skills with a high degree of accuracy.
• Organizational skills and the ability to handle multiple priorities.
• Ability to work a flexible schedule with rotating evenings/weekends.
• Reliable transportation.
• Demonstrates a commitment to respecting a wide range of clients.
• Proficiency in two or more languages, specifically English and Spanish.

Skills

• Bilingual English/Spanish
• Appointment Scheduling
• Customer Service
• Data Entry
• HIPAA Compliance
• Electronic Health Records (EHR)
• Insurance Verification
• Patient Communication
• Organizational Skills
• Multitasking

Schedule

This is a full-time position, 40 hours per week. The schedule is Monday through Friday with evenings and Saturdays. Required availability:

• Monday: 8am - 7pm
• Tuesday: 8:30am - 7pm
• Wednesday: 8:30am - 7pm
• Thursday: 8:30am - 7pm
• Friday: 8am - 5pm
• Saturday: 9am - 1pm

Pay

The pay for this position ranges from $20.85 to $24.12/hour. Actual compensation will be determined by experience and other factors permitted by law.

Benefits

• Extensive benefits package with generous Paid Time Off.
• 10 paid holidays.
• Affordable medical, dental, and vision options.
• Health Savings Account or Flexible Spending Account.
• 401(k) with match.
• And much more.