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Call Center Associate
Planned Parenthood of the St. Louis Region and Southwest MissouriFairview Heights, United Statesfull_timeVerifiedPosted 28 Mar 2024
💰 $100,000/yr($34,500/yr – $100,000/yr)
About the role
PLANNED PARENTHOOD GREAT RIVERS POSITION: Call Center AssociateSTATUS: �� Full Time, Non-ExemptREPORTS TO: Call Center ManagerCOMPENSATION: $17.25- $20.36/HR
Must have or obtain the COVID Vaccines, flu shot and Booster
Planned Parenthood Great Rivers (PPGR) offers a robust benefits package. Employer Paid: Healthcare: Employee pays approximately $25 per pay periodVision: Employee pays approximately $4 per pay periodDental: Employee pays approximately $5 per pay periodMail in pharmacy benefits Well-being reward: Up to $200Life Insurance: Up to $100,000Paid Parental Leave: 8 weeks of full salary after the event (birth or adoption)Retirement plan with up to 6% contribution after 1 year of employmentGenerous Paid Time Off: 8 Sick Days, 10 Vacation Days, 5 Care for you Days and 9 Holidays Employee Paid/Voluntary Benefits Include: Aflac: Short-Term Disability, Accident Policy and Hospitalization PolicyLife Insurance additional coverage up to $100,000 POSITION SUMMARYUnder the direct supervision of the Call Center Manager the Call Center Associate I, II, III provides the highest level of customer service to all patients and customers who contact Patient Services while demonstrating respect and integrity in all interactions. The Associate I, II, III uses a team approach and works cooperatively to ensure all calls are answered in a timely manner and demonstrates the highest level of service, compassion and dignity to all patients and customers. Call Center Associate I, II’s spend about 80% of their time answering inbound calls and helping patients ensure they have all of the information and tools to successfully access needed healthcare. Call Center Associate III spends about 60% of their time answering inbound calls and helping patients ensure they have all of the information and tools to successfully access needed care. The remaining 40% is dedicated to training and assistant managerial duties. All three levels are advocates in implementing our mission of, “Affirming the human right to reproductive health and freedom.” Perform other related duties as assigned.
PHYSICAL WORK INTENSITY AND WORK ENVIRONMENTPhysical requirements require sitting at a desk 7-8 hours per day in front of computer terminal. Must be able to use hands for repetitive action on a daily basis. Lifting up to 20 pounds on an occasional basis and use of computer, telephone, calculator, laser printer, modem and fax on a daily basis. The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIESResponsibilities include, but are not limited to: Call Center Associate I Customer Service:● Greet all callers professionally● Provide information to all callers in a non-directive, non-judgmental manner● Offer options and information based on the specific caller’s situation and needs without interjecting personal opinions or counseling callers.● Accurately identify the reason for each call● Effectively communicate verbally and in writing (e-mail, instant messaging)● Work collaboratively with interpreters to serve callers whose preferred language is not English
Call Handling – Patient Interactions: Registration & Financial Interview● Comply with protocols and workflows to accurately collect demographic information for new patients and register them in EPM/EHR● Comply with protocols and workflows to verify patient/caller identities for established patients and update demographic info as appropriate● Accurately assess patient eligibility for multiple funding sources● Collect, enter in EPM and verify all required insurance information● Educate patients on basic insurance information and practices● Collect income and household size; document in EPM● Quote patients a cost for services requested and effectively communicate payment requirements and policies
Appointment Scheduling – Abortion Care Services● Schedule abortion care appointments for PPGR● Maintain a comprehensive knowledge base on and comply with abortion care laws, regulations and protocols for the three states listed above, including additional laws for minor individuals seeking services● Educate patients on the lega
Must have or obtain the COVID Vaccines, flu shot and Booster
Planned Parenthood Great Rivers (PPGR) offers a robust benefits package. Employer Paid: Healthcare: Employee pays approximately $25 per pay periodVision: Employee pays approximately $4 per pay periodDental: Employee pays approximately $5 per pay periodMail in pharmacy benefits Well-being reward: Up to $200Life Insurance: Up to $100,000Paid Parental Leave: 8 weeks of full salary after the event (birth or adoption)Retirement plan with up to 6% contribution after 1 year of employmentGenerous Paid Time Off: 8 Sick Days, 10 Vacation Days, 5 Care for you Days and 9 Holidays Employee Paid/Voluntary Benefits Include: Aflac: Short-Term Disability, Accident Policy and Hospitalization PolicyLife Insurance additional coverage up to $100,000 POSITION SUMMARYUnder the direct supervision of the Call Center Manager the Call Center Associate I, II, III provides the highest level of customer service to all patients and customers who contact Patient Services while demonstrating respect and integrity in all interactions. The Associate I, II, III uses a team approach and works cooperatively to ensure all calls are answered in a timely manner and demonstrates the highest level of service, compassion and dignity to all patients and customers. Call Center Associate I, II’s spend about 80% of their time answering inbound calls and helping patients ensure they have all of the information and tools to successfully access needed healthcare. Call Center Associate III spends about 60% of their time answering inbound calls and helping patients ensure they have all of the information and tools to successfully access needed care. The remaining 40% is dedicated to training and assistant managerial duties. All three levels are advocates in implementing our mission of, “Affirming the human right to reproductive health and freedom.” Perform other related duties as assigned.
PHYSICAL WORK INTENSITY AND WORK ENVIRONMENTPhysical requirements require sitting at a desk 7-8 hours per day in front of computer terminal. Must be able to use hands for repetitive action on a daily basis. Lifting up to 20 pounds on an occasional basis and use of computer, telephone, calculator, laser printer, modem and fax on a daily basis. The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIESResponsibilities include, but are not limited to: Call Center Associate I Customer Service:● Greet all callers professionally● Provide information to all callers in a non-directive, non-judgmental manner● Offer options and information based on the specific caller’s situation and needs without interjecting personal opinions or counseling callers.● Accurately identify the reason for each call● Effectively communicate verbally and in writing (e-mail, instant messaging)● Work collaboratively with interpreters to serve callers whose preferred language is not English
Call Handling – Patient Interactions: Registration & Financial Interview● Comply with protocols and workflows to accurately collect demographic information for new patients and register them in EPM/EHR● Comply with protocols and workflows to verify patient/caller identities for established patients and update demographic info as appropriate● Accurately assess patient eligibility for multiple funding sources● Collect, enter in EPM and verify all required insurance information● Educate patients on basic insurance information and practices● Collect income and household size; document in EPM● Quote patients a cost for services requested and effectively communicate payment requirements and policies
Appointment Scheduling – Abortion Care Services● Schedule abortion care appointments for PPGR● Maintain a comprehensive knowledge base on and comply with abortion care laws, regulations and protocols for the three states listed above, including additional laws for minor individuals seeking services● Educate patients on the lega
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