Customer Contact Center Representative I

COVID-19 vaccination is now optional for all Associates, contractors, volunteers, and vendors at PPGOH. While not required, staying up to date on COVID-19 vaccinations is strongly encouraged as the best way to protect yourself, our team, and the community we serve. For your convenience, COVID-19 vaccinations are available at our clinics. PPGOH remains committed to fostering a safe and healthy environment and will continue to review health and safety policies as needed. For information on additional local COVID-19 vaccine providers, visit COVID-19 Vaccine Provider Locations | COVID-19 (ohio.gov)

Planned Parenthood of Greater Ohio is seeking a mission-minded Associate to join us as full time (37.5 per week) Customer Contact Center Representative. *Please note: Applicant must reside in the state of Ohio at the time of employment.

WHY YOU SHOULD JOIN?

Our Mission

We protect, promote, and provide empowered health care for people throughout Ohio.

• We respect and honor all people
• We are committed to a diverse and inclusive environment for patients and staff
• We provide health care - without judgment
• We maintain responsible business practices
• We regularly demonstrate our shared organizational workplace values and standards in order to educate and care for the communities that we serve

BENEFITS

• Paid Time Off
• Paid Parental Leave
• Medical 90% employer-paid base medical plans for single coverage
• Dental
• Vision 100% employer paid
• Life Insurance 100% employer paid
• Accidental Death & Disability 100% employer paid
• Long Term/Short Term Disability 100% employer paid
• 401(k) with matching employer contribution up to 4%
• Nine (9) paid holidays per year
• Two (2) paid floating holidays per year
• Financial incentive program for certified bilingual staff

WHAT YOU WILL DO

Participates in team approach to increase patient numbers and maintain efficiency by answering calls, scheduling appointments, problem solving & triaging questions to appropriate parties, and offering service referrals as needed. Other responsibilities include accurate patient data collection, providing general health and contraceptive information. Communicate effectively and sensitively to patients from a wide range of backgrounds and ages. Must be pleasant, courteous and helpful. Requires an understanding of and commitment to quality healthcare and excellence in customer service.

The Contact Center is the primary point of contact for patients via telephone, setting the stage for a positive and supportive experience with our organization. Customer Contact Center fosters a positive work environment with internal and external customers by providing professional, efficient and caring services. Performs duties to ensure individual and team productivity metrics and compliance standards are maintained.

• Complies with all individual and team performance metric goals established by the Contact Center Management Team.
• Provide patients with accurate and clear information about appointment and services.
• Collect all relevant information to determine what type of appointment to schedule.
• Instruct patients on all information/documents that are needed at the time of the appointment.
• Collect information to fill supply orders
• Screen clients accurately for financial status, fee information and funding options.
• Understand funding sources and be able to discuss with clients as appropriate.
• Process online appointment requests when needed.
• Collect insurance information and verify coverage.
• Problem solves and triage calls/questions to appropriate medical personnel.
• Maintains confidentiality and exercises sensitivity and a nonjudgmental manner in dealing with sexuality and sensitive issues with clients.
• Prepare Contact Center for opening and secure for closing as required.
• Comply with HIPAA confidentiality and Mandatory Reporting requirements
• Adhere to all reporting requirements and state laws relevant to the abuse of minors.
• Notify Call Center Management when issues or problems arise.
• Schedules are not permanent and may change based on call volume or Contact Center staffing needs.
• Some schedules/shifts require Saturday and/or Sunday shifts based on call volume & staffing needs

WHAT YOU WILL BRING

• High school diploma or GED
• Minimum 1 year of experience in health care or customer service work
• Excellent customer service skills
• Ability to change communication style according to the needs of the audience and the situation
• Excellent teamwork skills and planning and organizing skills.
• Excellent attention to detail, thorough in accomplishing a task
• Experience in a call center or health care setting helpful
• Data entry skills and understanding of business office procedures, plus previous medical or laboratory skills helpful

PROMISE TO OUR ASSOCIATES

Planned Parenthood has served Ohioans with safe, accessible, and affordable health care for 100 years and welcomed more than 100,000 patient visits to our health centers in 2020. Every day, we fight to provide this care to everyone, no matter their income level, insurance status, zip code, color, creed, or country of origin.

As a mission-driven health care provider, Planned Parenthood is dedicated to ending health disparities and achieving health equity among all races. We work on all levels through our health centers, educational programming, and public policy to make the greatest impact on the communities we serve.

In order to become the leading organization for high quality reproductive health care, we continuously strive to create a supportive work environment that results in a positive experience for patients and associates alike. We find this support in our In This Together workplace values and service standards that bring associates together and foster an inclusive culture.

PPGOH is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC), may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role