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Customer Service Specialist

2 months ago

Memphis, Tennessee, United States Planned Parenthood of Tennessee and North Mississippi Full time
Position Title: Call Center Representative

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 leading non-profit healthcare organization dedicated to delivering high-quality, affordable reproductive health services and education. With a legacy spanning over 75 years, we are committed to enhancing health and well-being across Tennessee, north Mississippi, and parts of Arkansas and Kentucky.

COVID VACCINATION REQUIREMENT FOR CANDIDATES SEEKING EMPLOYMENT:

As a healthcare provider and participant in Medicare/Medicaid, we require all employees to be fully vaccinated against COVID-19 and its variants. Candidates must provide proof of vaccination by their start date, with reasonable accommodations considered on a case-by-case basis.

Job Overview:

The Call Center Representative plays a vital role in enhancing clinic operations and delivering outstanding customer service. This position involves collaborating with fellow call center staff to manage incoming calls and schedule patient appointments efficiently. Effective communication with patients and customers is essential, requiring exceptional speaking and listening skills to create a welcoming atmosphere.

Key Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Handle a high volume of incoming calls in a professional and customer-friendly manner.
  • Exhibit outstanding customer service skills.
  • Schedule appointments for clients as needed.
  • Gather necessary information, including insurance details and CAPS forms, and verify patient insurance eligibility.
  • Assess clients' financial situations and confirm fee information.
  • Provide patients with relevant information and documents required for their visits.
  • Deliver client information in accordance with Planned Parenthood policies and protocols.
  • Respond appropriately to calls requiring established emergency procedures.
  • Maintain confidentiality of patient and customer information at all times.
  • Provide backup support for medical records release as necessary.
  • Direct calls to the appropriate affiliate staff.
  • Comply with HIPAA confidentiality and Mandatory Reporting requirements.
  • Adhere to all reporting requirements and state laws related to the protection of minors.
  • Participate in training sessions and meetings as required.
  • Present a professional appearance.
  • Demonstrate a strong commitment to Planned Parenthood's mission and objectives.
  • Perform additional duties as assigned.
Qualifications:
  • Minimum of 1 year experience in a call center environment.
  • At least 1 year of experience in insurance verification.
  • 1 year of experience in a medical office setting.
COMPENSATION/BENEFITS PROGRAM:
  • Competitive base 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 for spouse and dependents.
  • 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 clear overview of the responsibilities and qualifications associated with this position. It is not an exhaustive list of all duties, skills, or working conditions. 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. We do not discriminate based on race, color, religion, sex, sexual orientation, national origin, age, marital status, veteran status, citizenship, disability, or any other characteristic protected by applicable law. Reasonable accommodations will be made in compliance with relevant laws and regulations.

E-VERIFY PARTICIPATION:

Planned Parenthood of Tennessee and North Mississippi participates in E-Verify and will provide the federal government with the necessary information to confirm work authorization in the U.S.