Patient Access Call Center Representative Remote USA

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 a Patient Access Representative (PAR) is to represent Clinical Health Network for Transformation (CHN) to consumers in a friendly, positive, and effective manner. The PAR 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. 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 PAR will be responsible for evaluating all requirements to ensure that appropriate information has been obtained. The PAR 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 PAR reports directly to the Patient Access Manager.

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:

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

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

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

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 including evenings and weekends

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 services experience

Familiarity with call center systems and practices

Associate degree, or equivalent experience

Secondary language proficiency

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 racial 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

Understanding of the impact of identity dynamics on organizational culture

Commitment to CHN and 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.

Originally posted on Himalayas