Bilingual Patient Access Flow Coordinator at Planned Parenthood of Greater Texas

The Patient Access Flow Coordinator provides leadership assistance to the Patient Access Manager to ensure cohesive, customer-focused, productive calls in a professional team environment. This position performs a variety of services related to Patient Access Center (Contact Center) administration with a focus on patient care, monitoring phone calls and online requests to make appointments, addressing questions, ensuring “Good Faith Estimates” to uninsured or self-pay patients are prepared, and offering service referrals as needed. Supports the organization’s strategic plan and workplace inclusion initiatives. Ensures productivity expectations, customer service and compliance standards are maintained. Abides by the organization’s mission in performing job duties. Demonstrates an understanding and commitment to PPGT’s culture of quality, safety and risk awareness.

• Assists the Patient Access Manager to maintain constant monitoring of the contact center floor to ensure a professional environment that meets productivity expectations and efficient operations.
• Responsible for reviewing and auditing inbound and outbound patient interactions via phone systems and electronic medical records systems (EMR). 
o Perform randomly selected monthly call audits of patient interactions for all Patient Access Representatives.
o Perform live silent monitored monthly call audits of patient interactions for all Patient Access Representatives.
o Score each interaction audited and provide quantitative and qualitative results on established criteria, such as service knowledge, use of scripts, customer service aptitude, active listening, accuracy, diction, and efficiency, among other measures
o Monitor performance trends and provide feedback to the Patient Access Manager to recommend improvements to training, workflows, and any other areas that impact the patient experience.
o Provides support, coaching, and guidance to Patient Access Representatives in job functions/duties/protocols.
• Serves as a role model for exemplary customer services relations.
• Assists in training Patient Access Representatives and Flow Coordinators in all job functions/duties/protocols.
• Participates in effective communication among team members and provides direct feedback to Patient Access Representatives to aid in continual improvements in quality, accuracy and patient satisfaction. 
• Handles escalated calls, complaints, and questions as necessary to support Patient Access Representatives in the workflow and customer experience. 
• Assists with communication of patient needs to health center staff to ensure positive patient outcomes.
• Ensures the agency’s ability to create and provide accurate financial quotes and estimates to patients through the designated Electronic Health Record (EHR) system by scrubbing and assigning the good faith estimate (GFE) output schedule to staff. 
o Conducts routine audits to monitor adherence to GFE policy. 
• Processes on-line appointment requests and schedules appointments in database system.
• Answers calls and schedules appointments in appointment database system to support the contact center flow and team dynamic.
• Triages calls to the appropriate team members as needed.
• Facilitates cross functional communication across departments as needed in support of unique needs of health centers, funding, and target patients.
• Provides detailed and accurate information about all reproductive health care services offered at Planned Parenthood of Greater Texas (PPGT).
• Provides directions to the health center, hours of operation, services offered, prices and referrals to outside providers for services not offered.
• Reviews patients’ financial status and confirms fee information. Understands funding sources and discuss with patients as appropriate. 
• Maintains a sensitive and warm demeanor with callers.
• Supports the team and organizational decisions.
• May collect data and prepare reports as needed.
• Notifies appropriate personnel when issues or problems arise, per PPGT protocols.
• Provides accurate, non-directive information to callers and patients including information about all Food & Drug Administration (FDA) approved birth control methods, risks, side effects, infections, test for Sexually Transmitted Infections (STI’s), and benefits of each method, including abstinence. Provides all information needed for patients to be prepared for their visit to the health center.   
• Takes messages that are complete, detailed, concise, spelled correctly and utilizes correct medical terminology. 
• Creates a positive first impression with callers by providing professional, efficient and caring service. 
• Follow affiliate protocols, policies and procedures and any center-specific policies and procedures. 
• Participates as a member of a team providing confidential, quality patient services, allowing patients to maintain a sense of dignity, trust and safety. 
• Has unrestricted access to patient protected health information (PHI) on paper and electronic forms health records for purposes of treatment, payment, and/or healthcare operations. The use of a patient’s protected health information should be limited to information needed for the specific task that is being performed or requested by the individual patient. Disclosure of any patient information must be for purposes of treatment, payment or healthcare operation OR must be accompanied by a valid patient authorization. Must adhere to minimum necessary rule. 
• Embraces the organization’s ‘In This Together’ customer service standards and uses them with internal and external customers, every person, every time.
• Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

High School Diploma or equivalent + 2 years of call center experience or an Associate’s degree + 1 year of call center experience or a Bachelor’s degree + some call center experience. Experience scheduling patients using an automated patient management system in a healthcare environment required. Call Center leadership experience desired.

Must be able to work primarily with fingers such as picking, pinching, or typing. Must be able to talk such as convey detailed or important spoken instructions to other workers accurately. Must be able to hear such as the ability to receive detailed communication orally. Must be able to communicate effectively. Will have substantial movements of the wrists, hands, and/or fingers. Must be able to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects. Office / sedentary environment.

• Must be able to work the organization’s hours of operation or as required.
• Fluency in Spanish/English may be required (if a job requirement it is documented in your employee records).
• Strong organizational skills and ability to multi-task.
• Strong knowledge of customer care techniques.
• Ability to exercise initiative, sound judgment, and problem-solving techniques in the decision-making process.
• Effective leadership capabilities; able to provide clear, behaviorally specific feedback, effective coaching and monitoring, and develop team members in the achievement of organization goals.
• Ability to provide effective, equitable, understandable, and respectful quality care and services that are responsive to the diverse cultural health beliefs and practices, preferred language, health literacy and other communication needs.
• Ability to work effectively as a team member.
• Ability to manage details, handle a variety of tasks simultaneously and work under pressure.
• Ability to effectively use organization’s computer systems. 
• Be discreet and safeguard confidential information.
• Possess integrity and compliance – can be relied upon to act ethically.  
• Industry Awareness: Remains aware of PPFA accreditation standards and of the reproductive health environment’s regulatory compliance requirements. Understands how accreditation standards, regulatory agencies, funding, the external marketplace and competitive environment drives change within the organization.
• Work Management: Effectively manages time as a resource; establishes realistic priorities; schedules own time and activities effectively; gives balanced focus and attention to appropriate long- and short-term priorities.  
• Recovery Skills:   Responds effectively and acknowledges responsibilities when clients (internal or external) experience problems or mistakes; rectifies the situation to restore client satisfaction; seeks information and collaborates with others to take action to implement permanent fixes. Maintains stable performance and emotions when faced with opposition, pressure, and or stressful conditions.
• Interpersonal Sensitivity: Acts in a way that indicates understanding and accurate interpretation of others’ concerns, feelings, strengths and limitations. Uses interpersonal understanding to shape one’s own response.
• Coping with Demands of the Position: Uses effective problem solving while working under stress, high volume of work demands and/or time demands; regularly meets deadlines.
• Exemplify the organization’s values: We Tend to the Team; We Respect and Honor All People; We Jump In; We Try and We Learn; We Care for our Business; and We Return to our Mission.

Must have excellent computer skills with knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Internet. Must have the willingness and ability to adapt to change including advances or new technology. Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction. 

Other

PPGT is an equal opportunity employer.  We strictly prohibit unlawful discrimination of any kind, including discrimination on the basis of age; race, color, ancestry, national origin, or ethnicity; citizenship status; sex or gender; gender identity or gender expression or transgender status (including the individual's actual or perceived sex and the individual's gender identity, self-image, appearance, behavior, or expression); sexual orientation (including actual or perceived heterosexuality, homosexuality, bisexuality and asexuality); mental or physical disability; AIDS, AIDS Related Complex, or HIV status; perception of risk of HIV infection; or association with individuals who are believed to be at risk; religion or creed; genetic information; pregnancy status, including related medical conditions; marital status; past, current, or prospective service in the uniformed services; or any other basis protected by law.  We are a drug-free and tobacco-free workplace.

Applicants have rights under the Federal Employment Laws. To view these notices, please click on the following links: Family and Medical Leave Act (FMLA) poster: Equal Employment Opportunity (EEO) poster; and Employee Polygraph Protection Act (EPPA) poster.