Call Center Representative - Remote

POSITION DESCRIPTION

Performs a variety of services related to call center administration and patient care, including answering phone calls and emails to make appointments, answering patient questions, and offering service referrals as needed. Also responsible for patient data input, providing general health and contraceptive information, and performing other clerical functions. Creates a positive first impression with callers by providing professional, efficient and caring service within the Call Center. Performs duties to ensure productivity expectations and compliance standards are maintained. Member of a team providing confidential, quality patient services, allowing patients to maintain a sense of dignity, trust and safety.

ESSENTION FUNCTIONS

• Answer a high volume of calls and schedule appointments for clients using EPIC, Ring Central and Unity systems.
• Provide contact to others outside the agency (primarily patients) by phone or via the internet 100% of the time; provide internal contacts (usually face-to-face) as needed that generally involve information exchanges, problem solving, counseling, negotiation, referrals, and providing general clerical or examination assistance; contacts frequently contain confidential and/or sensitive information requiring discretion at all times
• Triage calls to the Center Staff and Clinicians as needed and appropriate.
• Triage calls to appropriate department according to needs of caller, e.g., External Affairs Dept.
• Refer callers to outside providers for services PPSP does not offer.
• Maintain a sensitive and warm demeanor with callers.
• Maintain client confidentiality.
• Screen patients’ financial status and confirm fee information.
• Provide proactive, timely, direct communication in all areas of health center operations to Patient Services Director(s) and/or Center Manager(s).
• Provide information about all services offered by PPSP, including pre-appointment information, as appropriate.
• Understand funding sources and discuss with clients as appropriate.
• Help to maintain patient records, filing systems, data systems, patient logs and records transfers.
• Respond to incoming calls that require following established emergency procedures.
• Participate and contribute in trainings, committees, and meetings as needed.
• Read and sign off on appropriate health center information in a timely manner.
• Stay up to date on scheduling protocols and procedures.
• Supports patients in understanding and choosing from available options.
• Works with team to assure productivity and quality goals are met on a daily basis.
• Solves basic customer complaints.
• Supports call center operations through assuring utilizing indirect service time and assuring own tasks and jointly shared tasks are done in a timely and accurate fashion.
• Supervision responsibilities may include training other staff on Call Center tasks, providing direction and oversight to staff who are working in the absence of the Call Center Manager or Call Center Coordinator, or are acting as charge person in the absence of the Call Center Manager or Call Center Coordinator.
• Exhibits in This Together Workplace Values and Service Standards when interacting with both internal and external clients.

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time.

QUALIFICATIONS AND EXPERIENCE

• High School Diploma or GED required
• Proficient in Microsoft Office 365 applications to include general keyboarding skills and ability to type a minimum of 35 wpm
• Requires advanced ability to read, write, speak and understand English
• Ability to work an excess of 7 hours per day and/or 35 hours/week and early morning, evening and weekend hours
• Must possess mental capability to continuously use interpersonal and teamwork skills and discretion, be flexible depending on staff and patient needs, and frequently perform basic math, make decisions, analyze problems and work with patients.
• Must possess negotiation skills, independent judgment, and ability to work effectively under pressure
• Ability to work under pressure calmly, efficiently and quickly and to multi-task
• Requires strong customer service, communication and organizational skills
• Requires ability to maintain a sensitive and warm demeanor with callers
• Ability to work with people of widely varied and diverse cultures and backgrounds essential
• Outgoing, professional, positive attitude with proven ability to contribute effectively to highly functioning work teams required
• Occasionally requires use of negotiation skills, independent judgment, and must be able to work effectively under pressure due to conflicting time demands.
• Demonstrated dedication to Planned Parenthood’s mission, vision and values

KEY REQUIREMENTS

• Commitment to advancing race (+) equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society
• Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions
• Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn
• Strong sense of accountability to equitable practices
• Understanding of the impact of identity dynamics on organizational culture
• Commitment to PPSP’s In This Together service ethos, workplace values, and service standards

PHYSICAL/MENTAL/COGNITIVE REQUIREMENTS

• Ability to sit for extended periods of time while working at a computer or desk.
• Manual dexterity for typing, filing and handling office equipment such as telephones and copiers.
• Occasional lifting, carrying, or moving objects up to 15 pounds.
• Visual acuity for reading documents, data entry, and viewing a computer screen.
• Ability to focus and maintain attention to detail in a fast-paced environment with frequent interruptions.
• Strong organizational and time management skills to handle multiple tasks and meet deadlines.
• Critical thinking skills for problem solving, data accuracy, and handling inquiries.
• Effective communication skills, both written and verbal, for interacting with coworkers, management, and external clients.
• Ability to follow instructions, adhere to company policies, and handle confidential information with discretion.