Call Center Agent (4 positions)

Planned Parenthood South Atlantic - Roanoke, VA (30+ days ago)3.8


For more than 100 years, women, men, and young people have relied on Planned Parenthood for accessible and affordable quality healthcare, accurate information and comprehensive health education. Planned Parenthood South Atlantic (PPSAT) is a nonprofit health care provider offering a wide range of affordable and reliable reproductive and sexual health care services in our 14 locations across North Carolina, South Carolina, Virginia, and West Virginia.

PPSAT is hiring full-time Call Center Agents in Roanoke, Virginia. The Call Center Agent serves as the voice of PPSAT by providing accurate, friendly, and efficient telephone customer service. The ideal candidate for this role will receive inbound patient calls and books appointments, demonstrating knowledge of PPSAT services and fees, while providing professional and customer-oriented phone service to a diverse group of clients based upon defined productivity metrics. These are full-time opportunities working Monday through Saturday, approximately 30 and 40 hrs/week. Candidates must be available some evenings and Saturdays. Bilingual in Spanish required.
Essential Functions
Quickly answer our high volume patient inquiries in a friendly and courteous manner; provide excellent customer service to each patient going above and beyond to meet their needs; develop and maintain impactful relationships with patients through effective and timely communication.
Schedule appointments and enter patient information into NexGen.
Stay current on changing clinic information such as appointment template, clinician schedule and individual provider services.
Provide patients with information regarding PPSAT hours, services, directions, prices and referrals; answer questions related to PPSAT health care services, including reproductive health care for men and women, sexually transmitted infections, birth control methods, and surgical and medication abortion.
Acknowledge repetitive nature of calls and maintain professional sensitivity in responding to each caller's concerns.
Verify insurance coverage for all appointment types. For high ticket items, create a task for the insurance team to verify and obtain copays.
Make reminder calls to patients one day prior to their scheduled appointments as able.
Provide feedback to supervisor/management about trends that may impact services, programs, or marketing plans.

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Qualifications
High School diploma or equivalent.
One to two years customer service experience, preferably in a health care or social services setting.
Excellent customer service skills.
Experience working with computers and entering data quickly and accurately.
Ability to communicate effectively with, and relate to patients of diverse communities.
Bilingual in English and Spanish
Salary
Grade B
Starting salary within range of $12.50 - $14.00/hour, dependent upon experience

Planned Parenthood South Atlantic is an equal opportunity employer.

A complete application includes a cover letter and resume.

No phone calls please.