Patient Access and LGBTQ+ Coordinator

Planned Parenthood Keystone (PPKey) serves 37 counties in Pennsylvania, home to over half of Pennsylvania residents. We have offices in York, Allentown, Bensalem, Reading, Wilkes Barre, Harrisburg, and Lancaster. We operate 7 medical centers that serve over 30,000 patients annually and offer comprehensive sexuality education that reaches thousands of young adults.
Planned Parenthood Keystone is committed to being an organization that includes people from various backgrounds, skills, perspectives and experiences, and fully uses their talents to serve our communities.  Planned Parenthood Keystone believes that drawing on the talents of all personnel helps to create an optimum, creative and inclusive workplace.
Planned Parenthood Keystone is looking for a Full-time (35 hours/week), non-exempt, Patient Access and LGBTQ+ Coordinator.  

The Patient Access and LGBTQ+ Coordinator will be responsible for answering incoming calls from patients, addressing their inquiries about healthcare services, scheduling appointments, inputting insurance details, providing information on appointment process, informed consent audio visits for abortion services, with a focus on PPKeystone’s Gender Affirming Care services all while maintaining a high level of customer service and confidentiality.

Handling inbound calls: Answering calls from patients regarding appointment scheduling, billing questions, prescription refills, general healthcare information, and concerns.

Patient registration: Collecting patient demographics and insurance information accurately.

Appointment scheduling: Coordinating appointment times with patients based on availability and medical needs.

Medical information provision: Answering basic questions about medical conditions, treatments, and medications within the scope of their knowledge.

Call routing: Transferring calls to appropriate healthcare providers, specialists, or departments as needed.

Patient record updates: Maintaining patient records by updating relevant information based on calls.

Complaint resolution: Addressing patient concerns and complaints in a professional and timely manner.

Patient education: Providing basic health information and appointment expectations.

ESSENTIAL FUNCTIONS:

• Completes patient intakes for new and follow-ups.
• Screen patients’ financial status and confirm fee information.
• Oversee GAC services phone line; ensure return of all phone calls from patients and non-patients regarding gender affirming resources and services, and appointments. Task any clinical needs directly to clinicians. Goal: all patient calls will be returned within 72 business hours.
• Stay current with PPKeystone’s Gender Affirming Health Services as well as general trends in transgender health care by attending appropriate training, conferences, reading relevant journals, and otherwise ensure ongoing education in the field of gender affirming care.
• Scrubs schedules to ensure patients are scheduled for appropriate appointment, insurance or self-pay, outstanding bills, and input patients into Teladoc.
• Answer a high volume of calls and schedule appointments for clients using telephone and electronic health record systems.
• Triage calls as needed and appropriate.
• Refer callers to outside providers for services PPkeystone does not offer.
• Maintain a sensitive and warm demeanor with callers.
• Maintain client confidentiality.
• Provide proactive, timely, direct communication in all areas of health center operations to Patient Services Director(s) and/or Call Center Manager(s).
• Provide information about all services offered by PPKeystone, including pre-appointment information, as appropriate.
• Understand funding sources and discuss with clients as appropriate.
• Help to maintain patient records, filing systems, data systems, patient logs and records transfers.
• Respond to incoming calls that require following established emergency procedures.
• Participate and contribute to training, committees, and meetings as needed.
• Stay up to date on scheduling protocols and procedures.
• Works with the team to assure productivity and quality goals are met on a daily basis.
• Solves basic customer complaints.
• Supports call center operations through assuring utilizing indirect service time and assuring own tasks and join