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Customer Contact Representative

Department: Customer Contact Center
Location: Bedford Heights, OH

The Contact Center Representative I participates in team approach to increase patient numbers and maintain efficiency by answering calls, scheduling appointments, problem solving and triaging questions to appropriate parties while offering service referrals as needed. Other responsibilities include accurate patient data collection, providing general health, contraceptive information and support for patient portal. Contact Center Representatives must be able to communicate effectively and sensitively to patients from diverse backgrounds, ages, and socio-economic groups. Must be pleasant, courteous, helpful and projects a professional organizational image to all clients. This position requires an understanding of and commitment to quality healthcare and excellence in customer service.

 

The Contact Center is the primary point of contact for patients via telephone, setting the stage for a positive and supportive experience with our organization. The Customer Contact Center fosters a positive work environment with internal and external customers/patients by providing professional, efficient and caring services. The CCR performs duties to ensure individual and team productivity metrics and compliance standards are maintained.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

 

  • Complies with all individual and team performance and metric goals established by the Contact Center Management Team.
  • Provide patients with accurate and clear information about appointments and services.
  • Collect all relevant information to determine the appropriate type of appointment to schedule.
  • Instruct patients on all information/documents that are needed at the time of the appointment.
  • Understand funding sources, fees and have the ability to discuss with clients as appropriate.
  • Collect insurance information, enter data accurately and verify coverage.
  • Problem solves and triage calls/questions to appropriate medic al personnel.
  • Provide assistance to care by guiding patients through our patient portal system. Assisting with enrollments, resetting passwords, unlocking accounts, helping patients download electronic health record information and troubleshooting.
  • Maintains confidentiality and exercises sensitivity and nonjudgmental manner in dealing with sexuality and sensitive issues with clients.
  • Prepare Contact Center for opening and secure closing as required.
  • Comply with HIPAA confidentiality and Mandatory Reporting requirements.
  • Adhere to all reporting requirements and state laws relevant to the abuse of minors.
  • Deescalate and manage patient complaints.
  • Identify and escalate issues to Call Center Management when issues or problems arise.
  • Conduct outgoing follow up calls to patients when necessary.
  • Schedules are not permanent and may change based on the volume or Contact Center staffing needs.
  • Some schedules/shifts require Saturday and/or Sunday shifts based on call volume and staffing needs.
  • Support health centers in rescheduling patients as need arises (due to weather, staff shortage/call offs, emergencies, etc.)
  • OAS Support; consisting of online navigation and reporting problems to Contact Center Manager as they arise.
  • Other Essential Duties as assigned.

 

SUPERVISORY RESPONSIBILITIES

 

  • None

 

QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

LEVEL ONE:

  • Requires high school diploma or G.E.D
  • Minimum of 1-3 years’ experience in health care or customer service work. Excellent customer service skills, including anticipating additional needs of the patient beyond their current use of Planned Parenthood of Greater Ohio services and ability to change communication style according to the needs of the audience and the situation.
  • Ability to maintain confidentiality of all Planned Parenthood Business and Activities, on and off the job.
  • Excellent attention to detail, thorough in accomplishing tasks
  • Knowledgeable of Customer Service Practices or Health care services are preferred
  • Superior Listening, Verbal, and Written Communication Skills
  • Excellent Data Entry and Typing Skills
  • Demonstrates integrity, honesty and nonjudgmental
  • Remain Graceful and Tactful under pressure
  • Demonstrate Patience and Professionalism
  • Create solutions that add value to the health and wellbeing of our patients
  • Excellent teamwork, planning and organizing skills.
  • Ability to handle stressful and emotional situations appropriately
  • Ability to work with individuals of a diverse socioeconomic background and willingness to work with volunteers.

 

 

 

 

 

LANGUAGE SKILLS

LEVEL ONE:

  • Ability to read and interpret documents such as safety rules
  • Operating and procedure manuals
  • Ability to write routine reports and correspondence
  • Ability to speak effectively 1:1 with co-workers, internal and external customers, and outside community organization representatives.

 

MATHEMATICAL SKILLS

LEVEL ONE:

  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

LEVEL ONE:

  • Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
  • Ability to deal with problems involving a few concrete variables in standardized situations.

 

CERTIFICATES, LICENSES, REGISTRATIONS
 

  • None

 

PHYSICAL DEMANDS
 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is required to continuously type, talk, hear, frequently sit, stand, walk, reach, grasp, handle small objects, use repetitive motions of the hands and wrists. Work requires occasional bending. Rarely requires repetitive motion of the feet. Must be able to occasionally lift and/or move up to 25 lbs., operate a computer including keyboard, multi-key telephone, and move freely throughout the department and examining rooms.


WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job involves weekend, evening and at times holiday hours, early morning meetings, frequent interruptions, extensive computer work, and contact with hazardous materials.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or require that other or different tasks to be performed when circumstances change.

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