Job Details

divh2Patient Access Call Center Representative Remote USA/h2pThe vision of Clinical Health Network for Transformation (CHN) is to support the mission and promise of Planned Parenthood to bring high-quality, affordable care to every member of our communities. CHN is a collaboration between Planned Parenthood affiliates across the United States./ppCHN is looking for individuals who are committed to supporting our shared goal of strengthening and enhancing our awareness and commitment to advancing the cause of health equity in our organization./ppThe primary responsibility of a Patient Access Representative (PAR) is to represent Clinical Health Network for Transformation (CHN) to consumers in a friendly, positive, and effective manner. The PAR will be responsible for successfully fielding and resolving a large volume of inquiries via phone and other potential contact methods within the Patient Access Center. This will include following communication scripts, scheduling appointments, verifying patient insurance, pre-registering patients for their appointments, screening for alternate funding sources, properly advising patients of service estimates and performing other tasks that allow patients to visit their health center seamlessly. The PAR will be responsible for evaluating all requirements to ensure that appropriate information has been obtained. The PAR will need to provide exceptional customer service, treating all callers with dignity and respect and striving to anticipate and meet their needs. Working collaboratively with other Patient Access Center team members, PARs will strive to achieve quality and performance standards defined in training and leadership communications. The PAR reports directly to the Patient Access Manager./ph3Qualifications and Experience (Required)/h3ulliHigh school diploma or equivalent experience/liliStrong phone and verbal communication skills along with active listening/liliCustomer focus and adaptability to different personality types/liliAbility to multi-task, set priorities, and manage time effectively/liliAbility to work a flexible work schedule/liliEnglish language proficiency/liliDemonstrated dedication to Planned Parenthoods mission, vision, and values/li/ulh3Qualifications and Experience (Preferred)/h3ulliBilingual (English/Spanish)/liliOne year of experience in contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office or equivalent customer service experience/liliFamiliarity with call center systems and practices/liliAssociate degree, or equivalent experience/liliSecondary language proficiency/li/ulh3Work Location, Hours and Equipment/h3ulli100% fully remote in the U.S./liliAvailable to work full-time (37.5 hours/week) Monday - Saturday between the hours of 8 AM - 6 PM Eastern Time; additional hours as needed/liliMust have a dedicated workspace conducive to maintaining HIPAA compliance, confidentiality, and providing exceptional customer service/liliCompany provided laptop, monitor, and headset/li/ulh3Essential Functions/h3ulliDemonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels/liliAnswer incoming calls professionally and seek to assist the patient however possible/liliMaintain a positive, welcoming attitude in all patient interactions/liliOffer prompt assistance to patients for a variety of services, including:/liliRegistering new patients into the EHR system/liliBooking, canceling, and rescheduling appointments for reproductive healthcare, including abortion services/liliInputting and updating insurance information/liliRelaying patient communications to provider/liliProviding patients with pre-visit instructions as needed/liliTransferring calls to appropriate nurse advice staff when necessary/liliAssist patients with identifying a provider and appointment that is appropriate for their care/liliUse EHR systems effectively to guide the patients care/liliScreen patient for financial support using real-time eligibility (RTE), while escalating more complex questions/liliContact patients to notify when visits are canceled or rescheduled/liliPlace the patient first in all interactions, including adhering to all HIPAA guidelines and regulations/liliProvide training, support, and mentoring to colleagues/liliWork with supervisors to achieve the established performance metric standards/liliUse the phone system to track activities/liliParticipate in ongoing training and quality assurance exercises/liliAdhere to all established workflows, scripting, and department greetings/liliMeet performance goals for patient experience, quality, productivity, and all performance metrics/liliParticipate in special projects and performs other duties as assigned/liliDemonstrate a commitment to CHN and Planned Parenthoods mission related to health equity, especially centering racial equity, and deep sense of accountability to community/liliDemonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems/liliWork and build trust across cultural differences/li/ulh3Key Requirements/h3ulliCommitment to advancing race (+) equity in ones work: interested in expanding knowledge about the role that racial inequity plays in our society/liliAwareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions/liliDemonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn/liliStrong sense of accountability to equitable practices/liliUnderstanding of the impact of identity dynamics on organizational culture/liliCommitment to CHN and Planned Parenthoods In This Together service ethos, workplace values, and service standards/li/ulp$16.63 - $24.94 an hour. CHN believes in fair and equitable pay. Above is the pay range for this role. Please note that actual salaries may vary within the range, based on factors including, but not limited to, education, training, experience, professional achievement, and business need. CHN provides employees with a competitive benefits package; some highlights include the following./pulliHealth Care Coverage (Medical, Dental, Vision); eligibility for full-time, regular employees on date of hire/liliFlexible Spending Accounts and Health Savings Account/liliShort-Term Disability and Basic Life ADD Insurance provided by CHN/liliVoluntary elections for Long Term Disability and Additional Life ADD Insurance available at cost/liliEmployee Assistance Program/liliRetirement Plan, 3% employer match after one year of service/liliPaid Time Off Program includes accrual-based PTO, Health Time Off (HTO), and nine (9) paid Holidays/li/ulpClinical Health Network for Transformation (CHN) is an equal employment opportunity employer. We comply with all applicable laws prohibiting discrimination based on race, color, religion, gender and gender expression/identity, age, ethnicity, national origin, ancestry, physical or mental disability, uniformed service member/veteran status, marital status, medical condition, pregnancy, sexual orientation, citizenship status, genetic information, as well as any other category protected by federal, state, or local. We are committed to building an inclusive workplace that values racial social justice. We strongly encourage all persons to apply, including members from all racial and ethnic groups and members of the LGBTQIA+ community./p/div