Spanish-English Customer Service Specialist

2 weeks ago

Akron, Ohio, United States Planned Parenthood of Greater Ohio Full time
Job Overview Level: Entry Remote Type: Fully Remote Position Type: Full Time Education Level: Not Specified Salary Range: $18.00 Hourly Travel Percentage: Up to 25% Job Shift: Any Job Category: Customer Service Position Summary

As a socially responsible healthcare provider, we require our associates to demonstrate proof of annual influenza and COVID-19 vaccinations unless an approved exemption is provided. An approved exemption from COVID-19 vaccination will necessitate weekly testing for the Associate. Further details will be communicated by HR upon hiring.

Planned Parenthood of Greater Ohio is in search of a dedicated Associate to fulfill the role of a full-time (37.5 hours per week) remote Bilingual Call Center Representative / Representante del Centro de Llamadas. Applicants must reside in the state of Ohio.

Key Responsibilities

Engage in a collaborative approach to enhance patient outreach and maintain operational efficiency by responding to calls, scheduling appointments, resolving issues, and directing inquiries to the appropriate personnel while providing service referrals as necessary. Additional responsibilities include accurate patient data collection and offering general health and contraceptive information. Effective communication and respect for patients from diverse backgrounds are essential. Candidates must exhibit a pleasant, courteous, and helpful demeanor. A commitment to quality healthcare and excellence in customer service is required.

The Contact Center serves as the primary communication channel for patients via telephone, establishing a positive and supportive interaction with our organization. The Customer Contact Center promotes a constructive work environment for both internal and external customers by delivering professional, efficient, and compassionate services. Responsibilities include ensuring individual and team productivity metrics and compliance standards are consistently met.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Adhere to all individual and team performance metric goals set by the Contact Center Management Team.
  • Provide patients with accurate and clear information regarding appointments and services.
  • Gather all pertinent information to determine the appropriate type of appointment to schedule.
  • Instruct patients on all necessary information and/or documents required at the time of the appointment.
  • Accurately screen clients for financial status, fee information, and funding options.
  • Understand funding sources to discuss with clients, as appropriate.
  • Process online appointment requests as needed.
  • Collect insurance information and verify coverage.
  • Resolve issues and direct calls and inquiries to the appropriate medical personnel.
  • Maintain confidentiality and exercise respect and sensitivity when addressing sexuality and sensitive issues with clients.
  • Prepare the Contact Center for opening and secure it for closing as required.
  • Comply with the Health Insurance Portability and Accountability Act (HIPAA) to maintain confidentiality and mandatory reporting requirements.
  • Exemplify our In This Together workplace values, service standards, and service recovery.
  • Adhere to all reporting requirements and state laws relevant to the protection of minors.
  • Maintain high integrity and confidentiality when interacting with patients, clients, associates, managers, and other leaders.

Supervisory Responsibilities

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 the ability to anticipate additional needs of the customer beyond their current use of services and adapt communication style according to the audience and situation.
  • Strong technical skills with the ability to learn new skills quickly.
  • Excellent teamwork skills.
  • Exceptional attention to detail, thorough in task completion.
  • Ability to work with individuals from diverse socioeconomic backgrounds.

Education and Experience

  • Position requires a high school diploma or G.E.D.
  • Minimum of 1 year of experience in healthcare or customer service.
  • Experience in a call center or healthcare setting is beneficial.
  • Data entry skills and understanding of business office procedures are advantageous.
  • Bilingual proficiency is required.

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