Homeoffice Call Center Assistant chez Planned Parenthood of the Rocky Mountains

Position: Call Center Assistant

Remote vs. On-Site: 75% remote; 25% on-site

Full Position Salary Range: $21.84/hour - $26.08/hour

Starting Pay: Although our full pay range is included above, the budgeted hiring range for new hires is $21.84/hour - $23.96/hour

About Us: Planned Parenthood is committed to creating a dynamic work environment that values diversity, equity, inclusion, respect, integrity, customer focus, and innovation. We are committed to creating a welcoming space for all people on our staff, in our health centers, and in our community. We do this by tending to the team, respecting and honoring all people, jumping in, trying and learning, caring for our business, and returning to our mission. Learn More

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.

Snapshot: You may work from home or office, answering a high volume of calls as they come in throughout the day. During each call you will make a patient appointment or address any concerns and questions as they arise, connecting the patient with the appropriate team member when necessary. 

This job can be 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. The ability to consistently run this software is a requirement to be successful in this position. If you work from home, you will need a quiet space that is free of distractions, so that you can focus on your job responsibilities. Background noise should be limited, and you must be able to maintain a space that provides patient confidentiality. You may be required to be in the office occasionally for administrative duties, training, or teambuilding.

Our Ideal Candidate: You are a high school graduate (or equivalent) with previous call center, healthcare, reproductive health, or Planned Parenthood experience. You are a self-started with excellent communication skills that considers providing excellent customer service as at the core of your day-to-day tasks. If you are Bilingual (English/Spanish) that is a bonus.

Primary Areas of Responsibility/Essential Functions:

1. 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.  
2. 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 document 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.

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. 

Background Check Required: 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.