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:
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
DUTIES AND RESPONSIBILITIES
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