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 dedicated health care provider, we prioritize the well-being of our associates and patients. Proof of annual influenza and COVID-19 vaccinations is required unless an exemption is approved. Those with an exemption will need to undergo weekly testing. Further details will be provided by HR upon hiring.

Planned Parenthood of Greater Ohio is in search of a committed Associate to fill 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 Ohio.

ROLE RESPONSIBILITIES

This position plays a crucial role in enhancing patient engagement and operational efficiency by managing incoming calls, scheduling appointments, addressing inquiries, and directing questions to the appropriate departments. Additional duties include collecting accurate patient information and providing essential health and contraceptive guidance. It is vital to communicate effectively and respectfully with individuals from diverse backgrounds. A friendly, courteous, and helpful demeanor is essential. A strong commitment to quality health care and exceptional customer service is required.

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

KEY DUTIES AND RESPONSIBILITIES include, but are not limited to:

  • Meeting all individual and team performance goals set by the Contact Center Management Team.
  • Providing patients with clear and accurate information regarding appointments and services.
  • Gathering all necessary information to determine the appropriate type of appointment.
  • Instructing patients on required information and/or documents needed for their appointments.
  • Accurately screening clients for financial status, fee information, and funding options.
  • Understanding funding sources to discuss with clients as needed.
  • Processing online appointment requests when necessary.
  • Collecting and verifying insurance information.
  • Effectively problem-solving and directing calls and inquiries to the appropriate medical staff.
  • Maintaining confidentiality and exercising sensitivity while addressing personal and sensitive issues with clients.
  • Preparing the Contact Center for opening and securing it for closing as required.
  • Complying with the Health Insurance Portability and Accountability Act (HIPAA) to uphold confidentiality and mandatory reporting standards.
  • Modeling our In This Together workplace values, service standards, and service recovery practices.
  • Adhering to all reporting requirements and state laws related to the protection of minors.
  • Maintaining high integrity and confidentiality when interacting with patients, clients, associates, managers, and other leaders.

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS

The following qualifications are necessary for this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This position requires full proficiency in both English and Spanish. Candidates who advance in the interview process will undergo a bilingual skills assessment, which includes both written and verbal evaluations conducted in Spanish. The assessment will take approximately one (1) hour and will be conducted virtually.

  • Strong verbal and written communication skills.
  • Excellent customer service abilities, including anticipating the needs of customers beyond their current engagement with services.
  • Proficient technical skills with a quick learning ability.
  • Strong teamwork capabilities.
  • Meticulous attention to detail and thoroughness in task completion.
  • Able to work effectively with individuals from diverse socioeconomic backgrounds.

EDUCATION AND EXPERIENCE

  • A high school diploma or G.E.D. is required.
  • A minimum of 1 year of experience in health care or customer service is preferred.
  • Experience in a call center or health care environment is advantageous.
  • Data entry skills and familiarity with business office procedures are beneficial.
  • Bilingual proficiency is required.

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