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Customer Service Specialist

2 months ago

Smithtown, New York, United States Planned Parenthood Full time
Position Overview:
Under the supervision of the Director of the Patient Relations Center, the Customer Service Specialist (CSS) plays a crucial role in delivering friendly, precise, and efficient telephone support. The CSS is responsible for scheduling appointments within the Clinical Information System (CIS) and serves as the primary contact for clients, addressing inquiries with sensitivity and providing accurate information to facilitate convenient appointment arrangements and appropriate service referrals.

Key Responsibilities:
  • Respond to incoming calls promptly, ensuring a welcoming greeting and adherence to established protocols.
  • Provide information to callers regarding operational hours, available services, directions, pricing, and referral options.
  • Direct medical inquiries to the relevant health center personnel.
  • Assess patient needs through targeted questioning to determine the appropriate type of visit.
  • Utilize the CIS to schedule patient appointments based on existing registration data or by conducting a brief registration process.
  • Accurately input insurance details into the system, confirming coverage and eligibility for requested services.
  • Obtain necessary pre-authorizations from third-party insurers and maintain thorough documentation of such approvals.
  • Conduct sliding fee scale assessments as required.
  • Inform patients about available programs, such as the Family Planning Benefits Program (FPBP) and Medicaid for Pregnant Women.
  • Ensure patients are well-prepared for their visits to the health center.

Promotes a Culture of:
  • Facilitating effective communication and idea exchange between various sites and departments.
  • Incorporating customer satisfaction into all operational aspects.
  • Encouraging team members to take initiative in evaluating and enhancing processes.
Exhibits Flexibility and Teamwork:
Recognizes the interdependence of this role with others in the organization and ensures that all interactions reflect the values of integrity, partnership, customer focus, communication, and quality.
  • Supports the organization’s diversity initiatives by providing culturally and linguistically competent services.
  • Adheres to established protocols, policies, and best practices in customer service, quality assurance, and regulatory compliance, including HIPAA, OSHA, CLIA, and Title X.
Additional Responsibilities:
  • Provide insights to management regarding trends that may influence services or marketing strategies.
  • Regularly check for important communications related to organizational matters.

Qualifications:
  • Demonstrated commitment to the mission and objectives of Planned Parenthood.
  • High school diploma or equivalent, with at least one year of experience in a call center, healthcare environment, or customer service role.
  • Exceptional customer service abilities, particularly in maintaining a calm and friendly demeanor over the phone.
  • Proficient in using CIS software and MS Outlook.
  • Detail-oriented with the capacity to manage confidential information discreetly.
  • Fluency in Spanish or other languages relevant to the clientele is preferred.
  • Availability to work flexible hours, including evenings and weekends.

Compensation is competitive, with a comprehensive benefits package that includes medical, dental, vision, life insurance, short-term and long-term disability, voluntary benefits, and eligibility for paid maternity leave after one year of employment. Additional benefits include a tuition reimbursement program, preceptorship bonus, quarterly bonus program, and a 401(k) plan with matching contributions.