Planned Parenthood Keystone (PPKey) serves 37 counties in Pennsylvania, home to over half of Pennsylvania residents. We have offices in York, Allentown, Bensalem, Reading, Wilkes Barre, Harrisburg, and Lancaster. We operate 7 medical centers that serve over 30,000 patients annually and offer comprehensive sexuality education that reaches thousands of young adults.

Planned Parenthood Keystone is committed to being an organization that includes people from various backgrounds, skills, perspectives and experiences, and fully uses their talents to serve our communities. Planned Parenthood Keystone believes that drawing on the talents of all personnel helps to create an optimum, creative and inclusive workplace.

Planned Parenthood Keystone is looking for a Full-time (35 hours/week), non-exempt, Patient Access Representative.

The Patient Access Representative will be responsible for answering incoming calls from patients, addressing their inquiries about healthcare services, scheduling appointments, verifying insurance details, providing information on medical conditions, informed consent audio visits for abortion services, and routing calls to appropriate healthcare professionals, all while maintaining a high level of customer service and confidentiality.

Key responsibilities include:

Handling inbound calls: Answering calls from patients regarding appointment scheduling, billing questions, prescription refills, general healthcare information, and concerns.

Patient registration: Collecting patient demographics and insurance information accurately.

Appointment scheduling: Coordinating appointment times with patients based on availability and medical needs.

Insurance verification: Checking patient insurance eligibility and benefits for covered services.

Medical information provision: Answering basic questions about medical conditions, treatments, and medications within the scope of their knowledge.

Call routing: Transferring calls to appropriate healthcare providers, specialists, or departments as needed.

Patient record updates: Maintaining patient records by updating relevant information based on calls.

Complaint resolution: Addressing patient concerns and complaints in a professional and timely manner.

Patient education: Providing basic health information and appointment expectations.

Prior Authorizations: completing prior authorizations for ordered medications and equipment

Record requests: Fulfilling outside provider requests for records of affiliate patients

ESSENTIAL FUNCTIONS:

- Answer a high volume of calls and schedule appointments for clients using telephone and electronic health record systems.
- Triage calls to the Center Staff and Clinicians as needed and appropriate.
- Triage calls to appropriate department according to needs of caller, e.g., Development Dept.
- Refer callers to outside providers for services PPkeystone does not offer.
- Maintain a sensitive and warm demeanor with callers.
- Maintain client confidentiality.
- Screen patients’ financial status and confirm fee information.
- Provide proactive, timely, direct communication in all areas of health center operations to Patient Services Director(s) and/or Center Manager(s).
- Provide information about all services offered by PPKeystone, including pre-appointment information, as appropriate.
- Understand funding sources and discuss with clients as appropriate.
- Help to maintain patient records, filing systems, data systems, patient logs and records transfers.
- Respond to incoming calls that require following established emergency procedures.
- Participate and contribute to training, committees, and meetings as needed.
- Read and sign off on appropriate health center information in a timely manner.
- Stay up to date on scheduling protocols and procedures.
- Supports patients in understanding and choosing from available options.
- Works with the team to assure productivity and quality goals are met on a daily basis.
- Solves basic customer complaints.
- Supports call center operations through assuring utilizing indirect service time and assuring own tasks and jointly shared tasks are done in a timely and accurate fashion.
- Supervision responsibilities may include training other staff on Call Center tasks

VALUES AND COMMITMENTS:

- Commitment to Planned Parenthood’s mission and conviction to health equity and access to sexual and reproductive healthcare
- Understanding of racism and commitment to racial & social justice
- Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness, empathy, and humility to interpersonal interactions; building of trust across diverse groups of people
- Demonstrated ability to communicate and hear effectively across differences and reflect and act on feedback related to identity and equity with the aim to learn
- Commitment to Planned Parenthood’s In This Together service ethos, workplace values, and service standards

QUALIFICATIONS AND EXPERIENCE:

- Required:

Excellent communication skills: Clear and concise verbal communication to effectively interact with patients over the phone.Medical knowledge: Basic understanding of medical terminology, health conditions, and healthcare procedures.Customer service skills: Ability to provide friendly, empathetic, and patient support to callers.Attention to detail: Ensuring accuracy when collecting patient information and updating records.Problem-solving skills: Identifying issues and finding solutions to address patient concerns.Computer proficiency: Navigating healthcare software systems and phone system to access patient information and schedule appointments.Ability to multitask: Managing multiple calls and tasks simultaneously in a fast-paced environment.

SALARY AND BENEFITS:

- Compensation for this position is $18.25 per hour
- Medical, Dental, and Vision coverage options for you and eligible dependents
- Life/AD&D, Short and Long Term Disability policy voluntary coverage options
- Generous vacation, leave, and holiday benefits

Due to our commitment to pay equity, PPKey does not negotiate salaries.

PP Keystone values the recruitment of staff with diverse experiences, backgrounds and perspectives. PP Keystone considers all applicants for employment irrespective of their membership in any particular EEO category and strongly encourages all persons to apply.

Planned Parenthood Keystone

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Patient Access Representative