Patient Services Associate - Saint Paul, MN

Planned Parenthood North Central States

Iowa, Minnesota, Nebraska, North Dakota, South Dakota

Pay: The anticipated salary range for this position is $19-$23 per hour, depending on experience and qualifications. Compensation is determined based on a variety of factors, including relevant work experience, the skills required for the role, internal equity, market competitiveness, and budget considerations. We are committed to ensuring fair and competitive pay for all employees.

Schedule: Full‑time, 40 hours per week

Shift times: Primarily Monday‑Friday with a start time between 8 am–10 am. Rotating evening shifts ending at 8 pm, and rotating weekend shifts 1–2 times per month. Hours flexed the following week if more than 40 hrs. worked one week.

Location: Hybrid work schedule. Work remote and 2–3 days/week from Planned Parenthood Saint Paul or Minneapolis.

Job type: Non‑Exempt

Union Membership: This position is represented by SEIU.

Questions? Contact Jobs.

Job Summary:

Under the direct supervision of the Patient Services Manager and general supervision of the Patient Services Senior Manager, the Patient Services Associate I will provide the highest level of customer service, while demonstrating respect, integrity, compassion and dignity to all patients and customers. The Associate I will use a team approach and work cooperatively to ensure all calls and voicemails are answered in a timely manner.

Patient Services Associate I's spend about 85% of their time answering inbound calls and voicemails. Patient Services Associates are advocates in implementing our mission of "Advancing and protecting sexual and reproductive healthcare for all." They may perform other related duties as assigned.

• Medical, Dental & Vision Insurance with equity‑based premium tiers
• NICE HEALTHCARE – a free, virtual primary care for entire household (in‑home available for qualifying locations). Services include: 80 free labs, free x‑rays and physical tests, live, virtual physical therapy, 550+ free medications and more!
• Healthiest You – Virtual Care for employees outside of NICE Healthcare's network (ND and SD)
• Proximal Health – Helps members access high quality, cost‑effective providers for certain services and offers $1,500 tax‑free benefit when members choose a designated provider for eligible services
• Employee Assistance Program
• Continued Education Reimbursement: up to $500 per year & 2 paid CEU days
• Flex Spending Account
• Life Insurance
• Eligibility for Federal Student Loan Forgiveness
• Paid time off: PTO starting at .05769 accrual rate per hour worked
• 8 hours volunteer paid time off annually
• 8 paid federal holidays & 2 paid floating holidays
• Retirement: 403(b) with employer match, 50% for the first 6% deferred
• 8 weeks Paid Parental Leave
• Pet Insurance
• Bereavement Leave
• Earned Extended Leave
• Free subscription to Headspace App
• Time off to vote
• Employee discounts for electronics, appliances, hotels, gift cards, apparel, cars, fitness memberships, groceries, and at Office Depot, Verizon, AT&T, Dell & more

We also offer:

• Start date flexibility

• 3+ years fast‑paced customer experience
• Experience with problem‑solving through effective communication in customer interactions
• Technology skills, including typing skills, the ability to navigate multiple computer programs and websites at once

Customer Service

• Greet all callers professionally
• Provide information to all callers in a non‑directive, non‑judgmental manner
• Offer options and information based on the specific caller's situation and needs without interjecting personal opinions or counseling callers
• Accurately identify the reason for each call
• Effectively communicate verbally and in writing (i.e., email, instant messaging)
• Work collaboratively with interpreters to serve callers whose preferred language is not English

Call Handling – Patient Interactions:
Registration and Financial Interview

• Comply with protocols and workflows to accurately collect demographic information for new patients and register them in the electronic medical record system
• Comply with protocols and workflows to verify…