Customer Service Specialist

1 week ago

Memphis, Tennessee, United States Planned Parenthood of Tennessee & N. Mississippi Full time
Job Overview

Position Title: Customer Service Specialist

REPORTS TO: Supervisor, Call Center Operations
STATUS: Non-exempt/Hourly


About Planned Parenthood of Tennessee and North Mississippi

Planned Parenthood of Tennessee and North Mississippi is a prominent non-profit healthcare organization dedicated to delivering high-quality reproductive health services and education. With a legacy spanning over 75 years, we serve communities across Tennessee, north Mississippi, and parts of Arkansas and Kentucky through our multiple health center locations.

Mission Statement:
Our mission is to enhance health and well-being by providing exceptional, nonjudgmental sexual health care, comprehensive sexuality education, and advocacy for reproductive health and rights.

COVID-19 Vaccination Requirement:
PPTNM mandates that all employees be fully vaccinated against COVID-19 and its variants, in compliance with healthcare regulations. Candidates must provide proof of vaccination by their start date, with reasonable accommodations considered on a case-by-case basis.


Position Summary:
The Customer Service Specialist plays a vital role in optimizing clinic operations and delivering outstanding customer service. This position involves collaborating with fellow call center team members to manage incoming calls, triage inquiries, and schedule patient appointments. Effective communication with patients and customers is essential, requiring excellent verbal and listening skills to foster a welcoming atmosphere.

Key Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Handle a significant volume of incoming calls with professionalism and courtesy.
  • Exhibit exceptional customer service skills.
  • Coordinate appointment scheduling for clients efficiently.
  • Gather necessary information, including insurance details, and verify patient insurance eligibility during calls.
  • Assess clients' financial situations and confirm fee structures.
  • Provide patients with relevant information and documents required for their visits.
  • Deliver client information in accordance with Planned Parenthood policies and procedures.
  • Respond appropriately to calls necessitating established emergency protocols.
  • Maintain confidentiality of patient and customer information at all times.
  • Offer backup support for medical records release as required.
  • Direct calls to the appropriate staff members as needed.
  • Comply with HIPAA regulations and Mandatory Reporting requirements.
  • Participate in training sessions and meetings as necessary.
  • Present a professional appearance at all times.
  • Demonstrate a strong commitment to the mission and goals of Planned Parenthood.
  • Perform additional duties as assigned.

Qualifications:

  • Minimum of 1 year experience in a call center environment.
  • 1 year of experience in insurance verification.
  • 1 year of experience in a medical office setting.

Compensation and Benefits:

  • Competitive salary based on experience.
  • Comprehensive employer-paid Medical, Dental, Basic Life/AD&D, STD, and LTD coverage (Employee Only).
  • Optional Vision coverage and additional life insurance options.
  • 401(k) plan with matching contributions.
  • Additional benefits including Plum Benefits and Pet Insurance.
  • Starting PTO of 15 vacation days within the first year, along with 2 Floating Holidays and 10 Paid Holidays.

This job description is intended to provide a general overview of the position and is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with this role. Management reserves the right to review and modify this description as necessary to meet business objectives.

Non-Discrimination Statement:
Planned Parenthood of Tennessee and North Mississippi is committed to a policy of non-discrimination and will make reasonable accommodations in compliance with applicable laws.

E-Verify Participation:
PPTNM participates in E-Verify to confirm employment eligibility in the U.S.

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