Call Center Assistant

About Us: Join a dynamic team committed to providing life‑saving care, no matter what. At this time in history, more than ever, we are committed to serving diverse communities seeking reproductive care in an inclusive and affirming space. If you feel compelled to answer this call, we can’t wait to meet you! Our clinicians thrive in a busy environment, are adaptable to change, have a passion for providing stigmatized care to marginalized people across the lifespan.

Our teams thrive on feedback and center our patients, whatever their needs.

Abortion Care: At PPRM, we all work in abortion care. This role supports abortion care through direct clinical triage, patient education, and follow‑up, ensuring timely and empathetic support to those navigating abortion services.

Our Ideal Candidate:

• Must have a high school diploma or equivalent
• Ability to work from home or on‑site
• Previous call center, healthcare, reproductive health or Planned Parenthood experience.
• Must reside in either New Mexico or Colorado
• Self‑starter with excellent customer service
• Bilingual in Spanish preferred but not required

* You can either work on‑site or from home. If you work from home, this position runs software that requires high‑speed internet with 25 MB download and 15 MB upload speeds.

What You'll Do:

• Respond effectively to calls: You will schedule patients for the care and services they need, and help them navigate and pay for services, etc. You will manage a high volume of calls, collect and input patient demographics information accurately and timely, and schedule appointments for patients using Nextgen practice management system. You will transfer calls as needed and appropriate. You will provide information about all services offered by PPRM, including pre‑appointment information as appropriate.
  
  You will refer callers to outside providers for services PPRM does not offer. You will respond to incoming calls that require following established emergency procedures. You will be able to discuss grants and funding sources with callers when appropriate. You will adhere to HIPAA practices and maintain client confidentiality.
• Operational support: You are often able to provide valuable capacity that supports a positive and efficient patient experience including electronically sending prescriptions to the pharmacy and documenting appropriately in Electronic Health Record (EHR). You will provide negative test results and document appropriately in EHR. Your communication with other departments will relay pertinent patient information when appropriate, treating peers with the highest level of customer service so patients experience a smooth transition in their care.

Starting Pay: $21.84/hour – $26.08/hour.
Additional Pay: +$2.25/hour for Spanish fluency (upon passing test).

Schedule: Full‑time ~37.5 hours/week;
Non‑Exempt;
Benefits Eligible

• Medical/Vision/Dental, with extended mental health coverage
• Accrued PTO and Sick Time
• 401k/Safe Harbor Contributions (PPRM contributes up to 3% of your pay to your 401k after 1 year of service)
• Tuition reimbursement program for qualifying degrees and certificates
• A clinical ladder program that supports professional development and skill expansion
• Employee Assistance Program and Work Life Partnership.
• Paid Family Leave/Paid Parental Leave

COVID‑19 Protocol: Vaccination against COVID‑19 will no longer be a condition of employment. However, all Health Center/Patient or Community Facing Employees, must have the COVID vaccine or wear a mask at all times beginning November 1st. Proof must be uploaded upon hire. You will upload a picture or pdf of your vaccination card(s) prior to your start date.

Flu Protocol: All employees working directly with patients, the community or working in a health center will be required to have the flu shot or wear a mask during patient/community contact or while in the health center from November 1 – April 30 each year (Flu Season). Proof must be uploaded upon hire. You will upload a picture or pdf of your vaccination card(s) prior to your start date.

Planned Parenthood of the Rocky Mountains is an equal employment opportunity employer and is committed to maintaining a non‑discriminatory work environment, and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law.

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.