Customer Service Representative
Company: Planned Parenthood Gulf Coast
Location: Houston , TX
Category: Customer Service, Collections, Call Center, Administrative / Clerical, Healthcare
Job Type: Full Time
Posted: 6/6/2020

Planned Parenthood Gulf Coast (PPGC) is seeking Bilingual Customer Service Representatives (English/Spanish) to join our Contact Center in the Houston area. In this position, the Customer Service Representative will provide confidential, quality client services including appointment setting, eligibility and fee assessment, reproductive health care and contraceptive information, as well as associated clerical functions.


Eligible employees receive a competitive and comprehensive benefit package including:

  • Competitive Salary!
  • Health Insurance – Medical, Dental, Vision
  • Basic Life & AD&D Coverage (100% Company Paid)
  • 401K Plans – Company Matching Available
  • Paid Vacation, Sick Leave and Holidays!
  • Flexible Spending Accounts
  • Cell Phone Discount Plans
  • Free Notary Service



  • Answers telephones, schedules and confirms appointments appropriately and accurately, both on the phone and in the appointment system for the Family Planning, Dysplasia and Abortion providing Health Centers.
  • Screens patient’s financial status and confirms fee information.
  • Accurately verifies Medicaid information using TMHP website.
  • Makes accurate entries into data system for medical visits collection of fees and verifies commercial insurance.
  • Provides proactive, timely and direct communication in all areas of Contact Center operations to Supervisor.
  • Provides information to callers regarding all Planned Parenthood services, including clinical research studies. Assists with client recruitment for current clinical trials. Proactively helps to “sell” Planned Parenthood services.
  • Helps to maintain accurate patient records, data systems, patient logs including abnormal follow-up, record transfers and Electronic Medical Records (EMR).
  • Informs and counsels patients about negative or abnormal STI results (excluding HIV)
  • Assists patients with questions intended for physicians/clinicians as needed and accurately records/assigns those questions in EMR.
  • Answers inbound phone calls of 350 plus per week
  • Meet individual call answer goals, scheduling goals and talk time goals.
  • Directs inbound calls to appropriate destinations/departments/personnel
  • Provides accurate information on birth control methods, sexually transmitted diseases, including HIV, pregnancy testing, abortion services and reproductive health care, in response to caller questions.
  • Accurately give information to women over the phone seeking abortion services regarding “A Woman’s Right to Know” and how to access the TDH website for additional information.
  • Appropriately resolves or refers all patient/caller issues, problems or complaints.
  • Adheres to all HIPAA guidelines/regulations and maintains confidentiality of all information at all times


  • High School diploma/GED required.


  • 1-2 years working in a call center preferred.
  • Great customer service skills.
  • Strong verbal and written communications skills
  • Ability to use a computer
  • Ability to meet the work schedule




Planned Parenthood Gulf Coast is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law.  Planned Parenthood is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.



Houston, TX
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