Job Detail

ESSENTIAL FUNCTIONS:

• Ability to consistently model Planned Parenthood Workplace Values:
• We tend to the team
• We respect and honor all people
• We jump in
• We try and we learn
• We care for our business
• We return to our mission
• Adhere to Planned Parenthood of California Central Coast policies, procedures, protocols.

• Clearing the slate
• Making a connection
• Keep them in the loop
• Confirm the plan
• Ask for feedback
• Acknowledge the reality
• Open the door

• 
  Answer a high volume of calls and schedule appointments for clients (to include on-line requests via DocASAP) with high degree of accuracy.
• Must be courteous and professional at all times to ensure patient satisfaction.
• Maintain a sensitive and warm demeanor with all callers.
• Be well versed on PPCCC patient care related services including the options to abortion services.
• Ability to read and appropriately use a pregnancy wheel.
• Comply with emergency procedures regarding suspicious telephone calls.
• Must adhere to PPCCC scripts.
• Be knowledgeable in CA minor reproductive Laws/mandated reporting requirements.
• Be knowledgeable and well versed on different funding sources such as family pact, Medi-Cal, Private insurance, CenCal, etc.
• Maintain average call time as indicated in call center guidelines.
• Maintain average call volume as indicated in call center guidelines.

QUALIFICATION REQUIREMENTS:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must have strong commitment to the mission, policies, goals and philosophy of Planned Parenthood.
• 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.

SUPERVISORY RESPONSIBILITIES:

• None

CUSTOMER SERVICE RESPONSIBILITIES:

• Must talk to patients in caring and non-judgmental manner.
• Must be able to deliver care in a culturally and linguistic sensitive manner.
• Excellent customer service skills and commitment to providing the highest level of customer satisfaction.

PRODUCTIVITY RESPONSIBILITIES:

• All calls should be answered within 3 minutes.
• Agent must be able to answer a minimum of 1500 calls (based on number of staff and total number of calls).
• Must be evaluated on mystery calls a minimum of twice per year with an 80% success rating.

BUSINESS OPERATIONS – REVENUE CYCLE

• Ensure that all appointments are made for all health centers and that the types of visits are maximized.
• Monitor the accuracy of information collected/provided on various payments options.
• Interact with Center Directors to open to additional schedules as need arises.

EDUCATION and/or EXPERIENCE:

• High school diploma or equivalent.
• Effective and polite communication skills / Excellent Customer Service Skills.
• Ability to type and/or work with computers.
• Efficient in Microsoft Word, Excel, Outlook and able to navigate the internet.
• One year proven Customer Service experience/health care background preferred.
• Must be able to communicate with the Medical Director when necessary to ensure proper scheduling.
• Maintain average call time as indicated in call center guidelines.
• Maintain average call volume as indicated in call center guidelines.
• Participate in Clinical Services trainings as identify by the Clinical Services department.
• Participate in committee meetings as required.
• Assess and route calls to appropriate departments.
• Perform other duties as may be assigned by the Call Center Supervisor and/or Call Center Director.

LANGUAGE SKILLS:

• English-Spanish bilingual skills is required.

COMPUTER SKILLS:

• Excellent computer skills in a Microsoft Windows work environment.

ADDITIONAL QUALIFICATIONS:

• Ability to work in a busy environment, under pressure without compromising accuracy, attention to detail and courtesy to clients and staff.
• Ability to provide feedback to staff in a constructive manner resulting in motivation for change.
• Strong organizational skills.
• Ability to respond appropriately to changing situations.
• Self-motivated.
• Willing to work flexible hours, including Saturdays and evenings when necessary
• Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction to both internal and external customers.
• Excellent verbal, written, and presentation skills.
• Excellent communication and listening skills,
• Ability to read and analyze information (business and medical journals)
• Ability to research and gather information.
• Ability to organize large amounts of data/information into a fashion that all levels of staff can understand.
• Candidate must travel within PPCCC geographic area (Thousand Oaks to San Luis Obispo).
• Must have reliable transportation.
• Valid California Driver’s license and appropriate insurance.
• Other duties as requested.

REASONING ABILITY:

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret a variety of instructions and deal with several abstract and concrete variables.
• Ability to take decisive action.