Sr. Call Center Specialist - Los Angeles, CA

Our Ideal Candidate will have the following qualifications:

• High school diploma or equivalent.
• Efficient in Microsoft Word, Excel, Outlook and able to navigate the internet.
• Two (2) years proven customer service experience / health care background preferred.  
• Ability to work independently and as a team member. 
• Possess a warm, caring manner. 
• Ability to relate to diverse communities. 
• Ability to read and implement written instructions. 
• Professional appearance and attitude. 
• Computer skills desirable. 
• A reliable and flexible means of transportation is required.
• Effective and polite communication skills / excellent customer service skills.
• Ability to type and/or work with computers.
• Bilingual skills preferred.
• Ability and willingness to travel within Los Angeles County.
• Reliable means of transportation for onsite and off-site work.
• If using a personal vehicle to drive for work purposes, a valid CA driver license and current auto insurance in compliance with the minimum requirements of CA vehicle code are required.

About the Position:

• Abortion patients are cared for at each of our health centers, and in part through the administrative, support, and other non-clinical services provided at all PPLA locations, and by all PPLA employees. Supporting these critical services is an essential job duty, and a fundamental responsibility of all employees and contractors.
• As first point of contact for PPLA clients, must be courteous and professional at all times.
• Efficiently and properly answer telephone calls.
• Be well-versed on PPLA patient care related services.
• Provide callers/patients with appropriate resources as necessary.
• Ability to read a pregnancy wheel / pregnancy calculator tool in CKS.
• Computer skills / NextGen. 
• Comply with emergency procedures regarding phone calls.
• Be knowledgeable and well versed on different funding sources i.e. Medi-Cal, FPact, private insurance and self pay.
• Must be able to understand Medi-Cal and private insurance benefits .
• Must communicate with Medical Director when necessary to ensure proper patient care.
• Must go above and beyond to meet clients needs .
• Schedule patient appointments accordingly.
• Must adhere to PPLA scripts.
• Be knowledgeable in CA Minor Reproductive Laws . 
• Verify insurance benefits.
• Assume supervisory role when supervisor is unavailable.
• Ensure the opening and/or closing of the Call Center (i.e send out lunch and break schedules on a daily basis and ensure agents adhere to the schedule)
• Assist in training of new employees and temp staff.
• Serve as mentor to new employees and temp staff.
• Process on-line appointment requests.
• Track phone statistics.
• Case manage special care patients.
• Book specialized service appointments.
• Supports Teen Call Line Specialists and callers.
• Track and monitor quality of appointments and customer service.
• Do presentations at meetings.
• Participate in committee’s as required.
• Attend meetings as required.
• Ensure proper verification of all abortion patient benefits ie.. Medi-cal, private insurance, Kaiser referrals through clinic appointment lists to ensure proper data entry and billing.
• As team lead, work with  assigned CSS to help improve assigned center’s show rate through reminder calls.
• Adhere to affiliate goals and policies on professionalism, wait time in clinics and on the system for addressing client complaints.
• Participate in Health Center efforts