Job Details Level Entry Job Location Bedford Heights Call Center - BEDFORD HEIGHTS, OH Position Type Full Time Education Level Not Specified   Salary Range $18.00 - $18.00 Hourly Travel Percentage Up to 25% Job Shift Any Job Category Customer Service Description SUMMARY Participates in team approach to increase patient numbers and maintain efficiency by answering calls, scheduling appointments, problem solving, and triaging questions to appropriate parties, and offering service referrals as needed. Other responsibilities include accurate patient data collection, providing general health, and contraceptive information. Communicate effectively and respect and honor patients from a wide range of backgrounds. Must be pleasant, courteous, and helpful. Requires an understanding of and commitment to quality health care 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. Customer Contact Center fosters a positive work environment with internal and external customers by providing professional, efficient, and caring services. Performs duties to ensure individual and team productivity metrics and compliance standards are maintained. ESSENTIAL DUTIES and RESPONSIBILITIES include the following. Other duties may be assigned. Complies with all individual and team performance metric goals established by the Contact Center Management Team. Provides patients with accurate and clear information about appointments and services. Collect all relevant information to determine what type of appointment to schedule. Instruct patients on all information and/or documents that are needed at the time of the appointment. Screen clients accurately for financial status, fee information, and funding options. Understand funding sources to discuss with clients, as appropriate. Process online appointment requests when needed. Collect insurance information and verify coverage. Problem solves and triage calls and questions to appropriate medical personnel. Maintains confidentiality and exercises respect and sensitivity while dealing with sexuality and sensitive issues with clients. Prepare Contact Center for opening and secure for closing as required. Comply with the Health Insurance Portability and Accountability Act (HIPAA) to maintain confidentiality and mandatory reporting requirements. Must model our In This Together workplace values, service standards, and service recovery. Adhere to all reporting requirements and state laws relevant to the abuse of minors. Maintain high integrity and confidentiality when engaging with patients, clients, associates, managers, and other leaders. SUPERVISORY RESPONSIBILTIES None QUALIFICATIONS 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. This is a bilingual English/Spanish position and full proficiency in Spanish is required. As part of the interview process, candidates who advance to the next phase will participate in a bilingual skills assessment. The assessment includes a written examination and a verbal examination, both conducted in Spanish. The assessment will take approximately one (1) hour and will be conducted virtually. Strong spoken and written communication skills. Excellent customer service skills including anticipating additional needs of the customer beyond their current use of PPGOH services and ability to change communication style according to the needs of the audience and the situation.