Customer Service Specialist

1 week ago

Orange, California, United States Planned Parenthood of Orange and San Bernardino Counties Full time

Compensation Information:
Salary is determined based on experience.

Position Overview:

Planned Parenthood of Orange and San Bernardino Counties is seeking a dedicated Call Center Representative.

Work Schedule: Monday to Friday (8:30 AM - 5:00 PM) with alternating weekends (7:30 AM - 4:00 PM).

The primary objective of this role is to deliver exceptional customer support to both external and internal clients by managing incoming calls from the appointment line and scheduling patient appointments within the practice management system.

At Planned Parenthood, we recognize the significance of a comprehensive benefits program and are committed to offering unique benefits that cater to the needs of you and your family. Our benefits package includes:

  • A competitive benefits package featuring medical, dental, and vision coverage for you and eligible dependents, life insurance, and long-term disability.
  • Benefits coverage commences after one full month of employment.
  • Generous vacation, sick leave, and holiday benefits.
  • Attractive 401(k) matching contributions and more.
  • For a detailed overview of our benefits, please visit our career site.

Qualifications:
Minimum Education:

  • High school diploma or equivalent is required.

Minimum Work Experience:

  • Experience with online appointment systems is preferred.
  • Knowledge of medical insurance authorization is advantageous.
  • At least one year of proven customer service experience or a background in healthcare is preferred.

Language Requirements:

  • Bilingual Spanish is preferred. Some positions may require proficiency in reading, writing, and speaking Spanish, with testing for proficiency prior to offer.

Agency Standard Requirements:

  • A strong commitment to quality healthcare and outstanding customer service is essential.
  • Ability to thrive in a fast-paced environment with shifting priorities.
  • Capability to meet deadlines and work effectively under pressure.
  • Proficient computer skills, including Microsoft Word, Excel, and Outlook. Experience with electronic medical records may also be necessary.

Key Responsibilities:
Essential Functions: These functions encompass the necessary tasks, duties, and responsibilities performed as part of the job.

  • As the initial point of contact for patients, maintain a courteous and professional demeanor at all times.
  • Efficiently and appropriately handle incoming telephone calls.
  • Possess comprehensive knowledge of Planned Parenthood health services and address relevant inquiries regarding health centers and services.
  • Schedule patient appointments in accordance with established guidelines, utilizing the computer-based appointment system.
  • Provide callers and patients with appropriate resources as needed.
  • Understand and communicate information regarding payment for health services, including self-pay, private insurance, and state benefits.
  • Responsible for contacting insurance companies to verify benefits and eligibility.
  • Adhere to established scripts and protocols.
  • Comply with laws and guidelines related to patient confidentiality and reproductive health of minors.
  • Follow safety procedures, including emergency protocols.

Non-Essential Functions:

  • Perform other duties as assigned.

CORE COMPETENCIES:

  • Welcoming: Anticipates customer needs and prioritizes satisfaction and service. Resolves issues promptly and maintains a positive, professional approach.
  • Equitable: Promotes equitable access and opportunity through education and inclusive behavior. Values and uplifts diversity within the agency.
  • Confidential: Respects shared information and maintains confidentiality. Adheres to policies and laws protecting private information.
  • Accessible: Remains approachable and open-minded, valuing constructive feedback and demonstrating good listening skills.
  • Respectful: Values diversity and treats everyone with dignity and courtesy.
  • Empathetic: Shows understanding and interest in others' feelings and perspectives, maintaining a patient and flexible demeanor.

Disclosures:
Planned Parenthood of Orange and San Bernardino Counties is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, ancestry, national origin, religion, creed, age, disability, sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, military, veteran status, or any other protected class. We are dedicated to fostering an inclusive workplace that values diversity, equity, and inclusion.

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