Bilingual Call Center Representative / Representante del Centro de Llamadas

As a socially responsible health care employer and provider, we require our associates to show proof of annual influenza and COVID-19 vaccinations unless approved exemption is provided. An approved exemption from COVID-19 vaccination will require weekly testing for the Associate. Additional information will be provided by HR upon hire.

Planned Parenthood of Greater Ohio is seeking a mission-minded Associate to join us as a full time (37.5 per week) remote Bilingual Call Center Representative / Representante del Centro de Llamadas. Applicant must reside in the state of Ohio. 

SUMMARY

Participates in team approach to increase patient numbers and maintain efficiency by answering calls, scheduling appointments, problem solving, and triaging questions to appropriate parties, and offering service referrals as needed. Other responsibilities include accurate patient data collection, providing general health, and contraceptive information. Communicate effectively and respect and honor patients from a wide range of backgrounds. Must be pleasant, courteous, and helpful. Requires an understanding of and commitment to quality health care and excellence in customer service.

The Contact Center is the primary point of contact for patients via telephone, setting the stage for a positive and supportive experience with our organization. Customer Contact Center fosters a positive work environment with internal and external customers by providing professional, efficient, and caring services. Performs duties to ensure individual and team productivity metrics and compliance standards are maintained.

ESSENTIAL DUTIES and RESPONSIBILITIES include the following. Other duties may be assigned.

• Complies with all individual and team performance metric goals established by the Contact Center Management Team.
• Provides patients with accurate and clear information about appointments and services.
• Collect all relevant information to determine what type of appointment to schedule.
• Instruct patients on all information and/or documents that are needed at the time of the appointment.
• Screen clients accurately for financial status, fee information, and funding options.
• Understand funding sources to discuss with clients, as appropriate.
• Process online appointment requests when needed.
• Collect insurance information and verify coverage.
• Problem solves and triage calls and questions to appropriate medical personnel.
• Maintains confidentiality and exercises respect and sensitivity while dealing with sexuality and sensitive issues with clients.
• Prepare Contact Center for opening and secure for closing as required.
• Comply with the Health Insurance Portability and Accountability Act (HIPAA) to maintain confidentiality and mandatory reporting requirements.
• Must model our In This Together workplace values, service standards, and service recovery.
• Adhere to all reporting requirements and state laws relevant to the abuse of minors.
• Maintain high integrity and confidentiality when engaging with patients, clients, associates, managers, and other leaders.

SUPERVISORY RESPONSIBILTIES

None

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is a bilingual English/Spanish position and full proficiency in Spanish is required. As part of the interview process, candidates who advance to the next phase will participate in a bilingual skills assessment. The assessment includes a written examination and a verbal examination, both conducted in Spanish. The assessment will take approximately one (1) hour and will be conducted virtually.

• Strong spoken and written communication skills. 

• Excellent customer service skills including anticipating additional needs of the customer beyond their current use of PPGOH services and ability to change communication style according to the needs of the audience and the situation. 
• Strong technical skills with ability to learn new skills quickly.
• Excellent teamwork skills.
• Excellent attention to detail, thorough in accomplishing a task.
• Ability to work with individuals of a diverse socioeconomic background.

EDUCATION and/or EXPERIENCE

• Position requires high school diploma or G.E.D. 
• Minimum 1 year of experience in health care or customer service work. 
• Experience in a call center or health care setting helpful.
• Data entry skills and understanding of business office procedures helpful.
• Bilingual required

PPGOH is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC), may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role