Response Center Agent (Remote) Job at Planned Parenthood Mar Monte, Inc.
Response Call Center Agent
Full Time: Must be available Sat/Sun/Mon
Clovis, CA
(Accepting REMOTE applications within PPMM's service area, which can be found here: https://www.plannedparenthood.org/planned-parenthood-mar-monte/campaigns/health-center-maps
)
DESCRIPTION OF DUTIES
: (as appropriate to work site and scope of services)
PRIMARY DUTIES
- Log in and be ready to receive or make calls as directed by schedule.
- Receive, manage and direct calls in accordance with call management scheduling guidelines:
- Complete full registration for all new patients and indicate insurance verification.
- Review and update patient demographics, eligibility, insurance information and appointment location and take appropriate actions to update changes identified.
- Provide account information as requested.
- Ask for caller’s permission before placing caller on hold and wait for response.
- Check back with caller on hold and offer alternatives if applicable.
- Voice announce each call to connecting party when transferring a call.
- Ask caller if there is any additional assistance they may need and thank the caller at the end of the call with, “Is there anything else I can help you with?”
- Be empathetic and sensitive to the unique needs of each customer. Provide explanations that are appropriate to the customer’s level of understanding and knowledge.
- Give full attention to customer. Demonstrate promptness and show initiative in responding to customers.
- Route calls to appropriate department for continued assistance as necessary.
- Utilize break codes appropriately as defined by the call management system.
- Maintain knowledge of and utilize scheduling downtime procedure.
- Maintain average call time as defined by call management guidelines (2:30 minute average).
- Maintain average call volume as defined by call management guidelines (13-18 calls per hour).
- Communicate requests and respond accurately using the appropriate procedures for contacting clinics and/or clinic staff. Maintain thorough knowledge and understanding of the entire PPMM organization in order to answer questions and direct calls correctly and appropriately.
- Take complete on-line messages that are detailed, concise, spelled accurately and utilize correct medical terminology.
- Maintain workstation in a safe condition for self and others. This may include but not limited to adjusting workstation for proper chair height and alignment.
- Complete quality assurance monitoring tools as specified for the department.
- Assist with the daily operations and efficiency of the Response Center.
QUALIFICATIONS:
- Graduation from high school or equivalent
- One year of experience as a receptionist in a medical office.
- Two years of medical office experience or medical terminology course or training program required.
- previous experience in a call center environment preferred
- Bilingual English/Spanish skills preferred not required.
- NextGen experience preferred.
PLANNED PARENTHOOD MAR MONTE IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER.
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