Call Center Representative

REPORTS TO: Supervisor, Call Center Operations
STATUS: Non-exempt/Hourly

About PPTNM

Planned Parenthood of Tennessee and North Mississippi is one of Tennessee's oldest and largest private, non-profit health care agencies. For over 75 years, PPTNM has remained committed to providing high-quality, affordable reproductive services and education throughout Tennessee, north Mississippi, and parts of Arkansas and Kentucky. We have four health center locations in Tennessee - Memphis - Midtown, Memphis - Summer/I-240, Knoxville and Nashville.

Our mission is to improve health and well-being by providing high-quality, nonjudgmental sexual health care, honest and accurate sexuality education, and reproductive health and rights advocacy.

COVID VACCINATION REQUIREMENT FOR CANDIDATES SEEKING EMPLOYMENT:

PPTNM, as both a healthcare provider and a participant of Medicare/Medicaid, is subject to certain laws, regulations and orders requiring its workforce to be fully vaccinated against COVID-19 and its variants. PPTNM has therefore implemented a requirement that all employees be fully vaccinated. Candidates seeking employment with PPTNM will be required to: (1) be fully vaccinated against COVID-19 and its variants by their start date. Reasonable accommodations will be considered on a case-by-case basis for exemptions to this requirement in accordance with applicable law, and (2) submit proof of vaccination by their start date as a condition of employment with PPTNM.

Job Summary:

The Call Center Representative works in a team approach to increase clinic efficiency and provide exceptional customer service. Work cooperatively with other call center staff to answer and triage phone calls and schedule patient appointments. Communicate effectively and appropriately with patients and customers. Must have exceptional speaking and listening skills in order to engage with patients. Create a positive first impression with callers by providing professional, caring and efficient service. Perform duties to ensure productivity expectations and compliance standards are met.

Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer a high volume of incoming calls in a customer friendly and professional manner.
• Demonstrates exceptional customer service.
• Schedule appointments for clients accordingly.
• Collect all required information including insurance data and CAPS forms, and verify patient insurance eligibility coverage as appropriate during calls.
• Screens clients’ financial status and confirms fee information.
• Provide patient with information and required documents needed at the time of their visit.
• Provides client information per Planned Parenthood policies and protocols.
• Respond appropriately to calls that require following established emergency procedures.
• Maintains patient and customer confidentiality at all times.
• Provides back up coverage for medical records release as needed.
• Directs calls to the appropriate affiliate staff.
• Comply with HIPAA confidentiality and Mandatory Reporting requirements
• Adhere to all reporting requirements and state laws relevant to the abuse of minors.
• Participate in trainings and meetings as needed.
• Presents professional appearance.
• Maintains a high level of commitment to Planned Parenthood’s mission and goals
• Performs other duties as required.

Experience:

• Call center: 1 year
• Insurance verification: 1 year
• Medical office: 1 year

COMPENSATION/BENEFITS PROGRAM:

• Competitive base salary commensurate with experience
• 100% Employer paid Medical, Dental, Basic Life/AD&D, STD, LTD (Employee Only Coverage)
• Voluntary Vision, “Buy-Up” options on Basic Life, Spouse, & Dependent
• 401(k) plan with matching opportunity
• Plum Benefits & Pet Insurance
• Starting PTO of 15 vacation days within first year (pro-rated based on start date), 2 Floating Holidays and 10 Paid Holidays

This job description is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with this position. While intended to be an accurate reflection of the current job, management reserves the right to review and change this description as needed to maintain business goals and accomplishments. Job descriptions are reviewed periodically. This job description is not a contract.

NON-DISCRIMINATION STATEMENT/ACKNOWLEDGEMENT:

Planned Parenthood of Tennessee and North Mississippi does not discriminate on the basis of race, color, religion, sex, sexual orientation, national origin, age, marital status, veteran status, citizenship, disability, atypical hereditary cellular blood trait, genetic predisposition or carrier status or any other characteristic protected by applicable law. PPTNM will make reasonable accommodations in compliance with Section 504 of the Rehabilitation Act of 1973; the Americans with Disabilities Act of 1990; and any subsequent revisions or additions to related law/regulations.

E-VERIFY PARTICIPATION:

PPTNM participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.S.