RemoteFully remote in the U.S.; available Monday–Saturday, 8 AM–7 PM Eastern Time, with additional hours as needed.
Medical, Clinical & VeterinaryClinical Support & Patient Administration
About the job
Requirements
High school diploma or equivalent experience.
Proficiency in Spanish as a secondary language and proficiency in English.
Strong phone and verbal communication skills, including active listening.
Ability to adapt to different personality types and focus on customer needs.
Ability to multitask, set priorities, and manage time effectively.
Ability to work a flexible work schedule.
Demonstrated dedication to Planned Parenthood’s mission, vision, and values.
Commitment to advancing racial equity and interest in expanding knowledge about inequity in society.
Awareness of multiple group identities and their dynamics, with self-awareness about personal identity, empathy, and humility in interpersonal interactions.
Ability to communicate clearly and directly, and to hear and act on feedback related to identity and equity with the aim to learn.
Strong sense of accountability to equitable practices.
Commitment to CHN’s mission, values, and norms, and Planned Parenthood’s ‘In This Together’ service ethos, workplace values, and service standards.
Ability to work full-time, 37.5 hours per week, Monday through Saturday between 8 AM and 7 PM Eastern Time, with additional hours as needed.
Dedicated workspace conducive to maintaining HIPAA compliance, confidentiality, and exceptional customer service.
Responsibilities
Represent Clinical Health Network for Transformation to consumers in a friendly, positive, and effective manner.
Field and resolve a large volume of inquiries via phone and other contact methods in Spanish or English, following communication scripts.
Schedule appointments, verify patient insurance, pre-register patients, screen for alternate funding sources, advise patients of service estimates, and support seamless health center visits.
Evaluate requirements to ensure that appropriate information has been obtained.
Provide customer service to callers with dignity and respect, anticipating and meeting their needs.
Collaborate with Patient Access Center team members to achieve quality and performance standards defined in training and leadership communications.
Navigate systems and complex workflows, and manage telephone calls, online requests, faxes, and other contact channels.
Answer incoming calls professionally and assist patients.
Register new patients in the electronic health record (EHR) system; book, cancel, and reschedule appointments for reproductive healthcare, including abortion services; input and update insurance information; relay patient communications to providers; provide pre-visit instructions; and transfer calls to nurse advice staff when necessary.
Help patients identify a provider and appointment appropriate for their care.
Use EHR systems to guide the patient’s care.
Screen patients for financial support using real-time eligibility (RTE), escalating more complex questions.
Contact patients to notify them when visits are canceled or rescheduled.
Inform patients about negative or abnormal sexually transmitted infection (STI) results, excluding HIV, according to strict protocols.
Adhere to HIPAA guidelines and regulations in all patient interactions.
Provide training, support, and mentoring to colleagues.
Work with supervisors to achieve established performance metrics.
Use the phone system to track activities.
Participate in ongoing training and quality assurance exercises.
Follow established workflows, scripting, and department greetings.
Meet performance goals for patient experience, quality, productivity, and other performance metrics.
Participate in special projects and perform other assigned duties.
Demonstrate commitment to CHN and Planned Parenthood’s health equity mission, especially racial equity, and accountability to the community.
Learn about and enhance practices related to racial equity and the impact of structural racism on healthcare systems.
Build trust and work across cultural differences.
Desired Qualifications
One year of experience in contact centers, pre-access, patient access, admissions, a hospital business office, or a physician practice office, or equivalent customer service experience.
Familiarity with call center systems and practices.
Associate degree or equivalent experience.
Salary Range: 18 to 26.5 (Currency: USD) (Pay period: per-hour-wage)
The vision of Clinical Health Network for Transformation (CHN) is to support the mission and promise of Planned Parenthood to bring high-quality, affordable care to every member of our communities. CHN is a collaboration between Planned Parenthood affiliates across the United States.
CHN is looking for individuals who are committed to supporting our shared goal of strengthening and enhancing our awareness and commitment to advancing the cause of health equity in our organization.
The primary responsibility of Patient Access Representative I (PAR I) is to represent Clinical Health Network for Transformation (CHN) to consumers in a friendly, positive, and effective manner. The Bilingual PAR I will be responsible for successfully fielding and resolving a large volume of inquiries via phone and other potential contact methods within the Patient Access Center in Spanish or English. This will include following communication scripts, scheduling appointments, verifying patient insurance, pre-registering patients for their appointments, screening for alternate funding sources, properly advising patients of service estimates and performing other tasks that allow patients to visit their health center seamlessly. The Bilingual PAR I will be responsible for evaluating all requirements to ensure that appropriate information has been obtained. The Bilingual PAR I will need to provide exceptional customer service, treating all callers with dignity and respect and striving to anticipate and meet their needs. Working collaboratively with other Patient Access Center team members, PARs will strive to achieve quality and performance standards defined in training and leadership communications. The Bilingual PAR I reports directly to the Patient Access Supervisor.
Essential Functions
Demonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels
Answer incoming calls professionally and seek to assist the patient however possible
Maintain a positive, welcoming attitude in all patient interactions
Offer prompt assistance to patients for a variety of services, including the following: Registering new patients into the EHR system; Booking, canceling, and rescheduling appointments for reproductive healthcare, including abortion services; Inputting and updating insurance information; Relaying patient communications to provider; Providing patients with pre-visit instructions as needed; and Transferring calls to appropriate nurse advice staff when necessary
Assist patients with identifying a provider and appointment that is appropriate for their care
Use EHR systems effectively to guide the patient’s care
Screen patient for financial support using real-time eligibility (RTE), while escalating more complex questions
Contact patients to notify when visits are canceled or rescheduled
Inform patients about negative or abnormal STI results (excluding HIV) per strict protocols
Place the patient first in all interactions, including adhering to all HIPAA guidelines and regulations
Provide training, support, and mentoring to colleagues
Work with supervisors to achieve the established performance metric standards
Use the phone system to track activities
Participate in ongoing training and quality assurance exercises
Adhere to all established workflows, scripting, and department greetings
Meet performance goals for patient experience, quality, productivity and all performance metrics
Participate in special projects and performs other duties as assigned
Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community
Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems
Work and build trust across cultural differences
The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time.
Qualifications and Experience (Required)
High school diploma or equivalent experience
Secondary Language Proficiency (Spanish)
Strong phone and verbal communication skills along with active listening
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities, and manage time effectively
Ability to work a flexible work schedule
English language proficiency
Demonstrated dedication to Planned Parenthood’s mission, vision, and values
Qualifications and Experience (Preferred)
One year of experience in contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office or equivalent customer service experience
Familiarity with call center systems and practices
Associate degree, or equivalent experience
Work Location, Hours and Equipment
100% fully remote in the U.S.
Available to work full-time (37.5 hours/ week) Monday - Saturday between the hours of 8 AM - 7 PM Eastern Time; additional hours as needed
Must have a dedicated workspace conducive to maintaining HIPAA compliance, confidentiality, and providing exceptional customer service
Company provided laptop, monitor, and headset
Key Requirements
Commitment to advancing race (+) equity in one’s work: interested in expanding knowledge about the role that inequity plays in our society
Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions
Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn
Strong sense of accountability to equitable practices
Commitment to CHN Mission, Values, & Norms as well as Planned Parenthood’s ‘In This Together’ service ethos, workplace values, and service standards
Clinical Health Network for Transformation (CHN) is an equal employment opportunity employer. We comply with all applicable laws prohibiting discrimination based on race, color, religion, gender and gender expression/identity, age, ethnicity, national origin, ancestry, physical or mental disability, uniformed service member/veteran status, marital status, medical condition, pregnancy, sexual orientation, citizenship status, genetic information, as well as any other category protected by federal, state, or local. We are committed to building an inclusive workplace that values racial & social justice. We strongly encourage all persons to apply, including members from all racial and ethnic groups and members of the LGBTQIA+ community.