Job Description

Description

Under the direct supervision of the Call Center Supervisor, the Call Center Representative (CSR) is responsible for providing high quality telephone contact and assistance for clients regarding Planned Parenthood of Metropolitan Washington, DC (PPMW) services, test results, payment options, insurances, hours, locations and other inquiries. The focus is on outstanding client satisfaction while maintaining or exceeding PPMW productivity and customer service standards.

Requirements

• All duties and responsibilities are performed in a professional and customer service oriented manner in compliance with PPMW's Manual of Medical Standards and Guidelines, PPMW policies and procedures, and State and Federal regulatory requirements. Demonstrate proficiency in use of telephone system and insurance verification processes.
• Answer phones for multiple sites in a timely, consistent, customer-friendly manner, responding to client requests and inquiries. Manage high volume of calls on a daily basis and prioritize any required follow-though.
• Respond to callers' basic questions and resolve issues using agency resources in accordance with PPMW protocol. Transfer calls to appropriate staff and/or departments as well as take messages as indicated by protocol.
• Schedule appointments in NextGen system according to PPMW protocol and demonstrate knowledge of PPMW protocols and services in order to provide basic assessment for the purpose of scheduling visits.
• Collect insurance information as appropriate, and ensure patients are aware of estimated financial responsibility at the time of scheduling.
• Responsible for the timely verification and authorization of insurance for patients by phone or online. Resolves any issues with coverage and escalates complicated issues to a supervisor.
• Clearly documents benefit information in NextGen and communicates this information to health center staff.
• Provides accurate financial counseling for patients regarding their estimated cost of services before the patient arrives for her appointment.
• Instruct clients on all information/documents that are needed to be brought to their appointment.
• Respond effectively and appropriately to patients with difficult situations that require further attention in accordance with PPMW protocol.
• Perform data entry into the practice management system, for patient demographic information, fee assessment, insurance/pharmacy information and visit information as appropriate.
• Work as part of medical services team to meet established productivity standards for patient numbers, quality and customer service. Meet productivity standards specific to call center.
• Assist in identifying issues and trends and make recommendations to help improve overall customer service experience.
• Participate in training sessions, including computer-assisted learning, as required.
• Abide by the mission of PPMW.
• Perform additional duties as assigned.

Qualifications:

• High School diploma or equivalency required.
• Medical Assistant/Medical Administrative Assistant graduate or Certified Medical Assistant/Medical Administrative Assistant, or Bachelor's Degree in Social Service, Human Service or Science preferred, or
• Minimum one year experience as a medical receptionist, medical assistant or customer service representative, with appointment scheduling experience required.
• Familiarity with women's reproductive healthcare preferred.
• Bilingual (Spanish/English) preferred.

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