Bilingual Call Center Representative

Bilingual Call Center Representative (English/Spanish Bilingual) – Rochester, NY

Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families. With respect. Without judgment. No matter what.

In support of PPCWNY’s mission, the Call Center Representative has responsibility for communicating accurate and detailed information about health services, appointment making, medical procedures, and insurance/financial options. In this role, the representative will guide the patient through the pre‑appointment process and provide instructions to patients regarding Health Center visits and care. The Call Center Representative serves as the first point of contact to our organization and should exemplify our service standards to provide care to individuals and families with respect, compassion and without judgement.

• Answers incoming calls and independently handles the appointment setting process by assisting the patient with identification of the type of appointment needed (new patient, pregnancy test, problem appointment, follow‑up, etc.)
• Accurately records patient data within the EHR system and communicates relevant information to the patient.
• Assists the patient in initially assessing financial options if they do not have insurance.
• Informs patients what information is needed at their Health Center visit.
• Provides information to shared service inbound customer service inquiries regarding medical services offered in additional regional locations.
• Responsible for continually increasing knowledge and understanding of tools, software, and training materials available to maintain proficiency and knowledge to perform essential functions.
• Demonstrates the highest level of customer service, patience, ability to effectively communicate with staff, and willingness to assist our patients at all times.
• Maintains a current understanding of and follows all processes/procedures to respond to internal/external customers.
• Determines and arranges for any special accommodation needed by the patient, e.g., interpreter.
• Appropriately qualifies medical or options counseling questions to other medical team members (RNs) in support of the Call Center.
• Directs or transfers calls regarding insurance verification, fundraising, employment opportunities, media, education outreach, advocacy, employees or general inquiries to the appropriate department director/manager.
• Addresses patient concern in a prompt, courteous, confidential, and caring manner.

• Performs other duties as assigned.
• Attends departmental meetings and training workshops held at designated sites.
• Participates in affiliate initiatives.
• Participates in and adheres to the agency’s Compliance, Quality, and Risk Management program to ensure patient confidentiality according to HIPAA regulations.
• Verifies insurance eligibility using the Real Time Service electronic platform.
• Accepts individual and joint responsibility for, participates in and works to achieve productivity, customer service, and capacity goals as set by PPCWNY.
• Shows respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints and needs.

Applicants must possess the following qualifications (or equivalent combination of education and experience):

• High School Diploma or GED required.

• A minimum of 2 years of call center experience and/or phone contact in a healthcare setting preferred; experience in customer service desirable.

• Must have excellent communication skills (verbal and written).
• Must be able to handle patient information discreetly, understand and follow HIPAA as it relates to Protected Health information.
• Basic computer proficiency and excellent data entry skills with a high degree of accuracy.
• Must possess organizational skills and have the ability to handle multiple priorities.
• Must be able to work a flexible schedule with rotating evenings/weekends.
• Must have reliable transportation.
• Demonstrates a commitment to respecting a wide range of clients.
• Planned Parenthood seeks…