Bilingual Call Center Specialist - Los… at Planned… · Downtown…

Summary: Planned Parenthood Los Angeles is seeking an experienced and caring Call Center Specialist with excellent communication and customer service skills. The role involves providing customer service to clients, answering calls, scheduling appointments, and supporting various health services offered by the organization. Responsibilities: - Answer telephone calls efficiently by meeting the established target amount of average calls / hour - Be well versed on PPLA health services and answer relevant questions about PPLA health centers and health services - De-escalate situations involving dissatisfied patients, offering patient assistance and support - Schedule patient appointments according to PPLA guidelines, using PPLA’s computer-based appointment scheduler - Provide callers/patients with appropriate resources as necessary - Must be able to understand and communicate information on payment for health services, including self pay, private insurance and state benefits such as Family PACT and Medi-Cal - Must adhere to PPLA scripts and protocols - Follow protocols when handling suspicious calls - Fill in for front desk attendant / ambassador at HQ as requested - Must follow policies, procedures and PPLA guidelines relating to patient confidentiality as well as reproductive health of minors. (Mandatory Reporting & Out of State Patients) - Comply with safety procedures and emergency procedures - Adhere to affiliate goals and policies on professionalism, wait time in clinics and on the system for addressing client complaints - Health Center efforts to achieve established goals for productivity - Participate in Health Center/affiliate efforts to achieve established revenue cycle goals - Perform other duties as may be assigned by the Call Center Supervisor and or Manager, Call Center Operations - Appropriately route calls and/or takes messages regarding other agency department telephone calls Required Qualifications: - High school diploma or equivalent - Effective and polite communication skills / excellent customer service skills - Ability to work with computers and enter data quickly and accurately - Working knowledge of Microsoft Office, especially Outlook and Internet Explorer - Ability to work independently and as a team member - Exceptional interpersonal and rapport building skills - Possess a warm, caring manner - Adaptability and flexibility - Ability to relate to diverse communities - Ability to read and implement written instructions - Ability to maintain strict confidentiality - Professional appearance and attitude - A reliable and flexible means of transportation is required - Bilingual skills (English/Spanish); a successful language assessment will be required upon offer Preferred Qualifications: - One (1) year proven customer service experience / health care background preferred Required Skills: Microsoft Outlook, Internet Explorer, Data Entry, Appointment Scheduling, Patient Confidentiality, Health Care Knowledge, Bilingual English/Spanish Benefits: Medical, dental, and vision coverage options for you and eligible dependents, Free basic life/AD&D policy with additional voluntary coverage options, Short Term Disability, Critical Illness and Accident policies, 403(b) Retirement plan with up to 3% employer match, Medical and Dependent Flexible Spending Account plans, Public Transportation and Commuter Pre-Tax Reimbursements, Generous vacation, sick, and holiday benefits