Patient Access Call Center Representative Remote USA

Patient Access Call Center Representative Remote USAThe 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.CHN 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.The 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.Qualifications and Experience (Required)High school diploma or equivalent experienceStrong phone and verbal communication skills along with active listeningCustomer focus and adaptability to different personality typesAbility to multi-task, set priorities, and manage time effectivelyAbility to work a flexible work scheduleEnglish language proficiencyDemonstrated dedication to Planned Parenthood's mission, vision, and valuesQualifications and Experience (Preferred)Bilingual (English/Spanish)One year of experience in contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office or equivalent customer service experienceFamiliarity with call center systems and practicesAssociate degree, or equivalent experienceSecondary language proficiencyWork Location, Hours and Equipment100% fully remote in the U.S.Available to work full-time (37.5 hours/week) Monday - Saturday between the hours of 8 AM - 6 PM Eastern Time; additional hours as neededMust have a dedicated workspace conducive to maintaining HIPAA compliance, confidentiality, and providing exceptional customer serviceCompany provided laptop, monitor, and headsetEssential FunctionsDemonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channelsAnswer incoming calls professionally and seek to assist the patient however possibleMaintain a positive, welcoming attitude in all patient interactionsOffer prompt assistance to patients for a variety of services, including:Registering new patients into the EHR systemBooking, canceling, and rescheduling appointments for reproductive healthcare, including abortion servicesInputting and updating insurance informationRelaying patient communications to providerProviding patients with pre-visit instructions as neededTransferring calls to appropriate nurse advice staff when necessaryAssist patients with identifying a provider and appointment that is appropriate for their careUse EHR systems effectively to guide the patient's careScreen patient for financial support using real-time eligibility (RTE), while escalating more complex questionsContact patients to notify when visits are canceled or rescheduledPlace the patient first in all interactions, including adhering to all HIPAA guidelines and regulationsProvide training, support, and mentoring to colleaguesWork with supervisors to achieve the established performance metric standardsUse the phone system to track activitiesParticipate in ongoing training and quality assurance exercisesAdhere to all established workflows, scripting, and department greetingsMeet performance goals for patient experience, quality, productivity, and all performance metricsParticipate in special projects and performs other duties as assignedDemonstrate a commitment to CHN and Planned Parenthood's mission related to health equity, especially centering racial equity, and deep sense of accountability to communityDemonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systemsWork and build trust across cultural differencesKey RequirementsCommitment to advancing race (+) equity in one's work: interested in expanding knowledge about the role that racial inequity plays in our societyAwareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactionsDemonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learnStrong sense of accountability to equitable practicesUnderstanding of the impact of identity dynamics on organizational cultureCommitment to CHN and Planned Parenthood's In This Together service ethos, workplace values, and service standards$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.Health Care Coverage (Medical, Dental, & Vision); eligibility for full-time, regular employees on date of hireFlexible Spending Accounts and Health Savings AccountShort-Term Disability and Basic Life & AD&D Insurance provided by CHNVoluntary elections for Long Term Disability and Additional Life & AD&D Insurance available at costEmployee Assistance ProgramRetirement Plan, 3% employer match after one year of servicePaid Time Off Program includes accrual-based PTO, Health Time Off (HTO), and nine (9) paid HolidaysClinical 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.