Bilingual candidates encouraged to apply***

Summary

Demonstrates excellent knowledge and proficiency in all areas of responsibility in customer service and training of patient relations coordinators. Assists supervisor(s) and manager with inbound and outbound call quality recordings and monitoring, measuring and evaluating the performance of patient relations coordinators who come in direct contact with callers via phone, chat, or other communication sources as directed. Helps enhance the competencies of patient relations coordinators by designing and conducting training specific to any program/service changes in addition to overall patient relations coordinator functions. Exemplifies excellent customer service to patients, visitors, volunteers and co-workers.

Essential Functions

Coordinates, directs, and completes quality assurance activities designed to promote outstanding customer service for both new-hires and existing staff
Keeps accurate documentation of quality performance scoring metrics for all evaluations
Provides verbal and written feedback to management regarding performance scores
Assists staff as needed with resolution to patient complaints or call escalation needs
Develops, revises, and conducts training of adult learners for new-hires and tenured staff on EMR, telephony, and other related systems as it relates to all affiliate services, including but not limited to:
- Abortion Navigation
- Family Planning
- Clinical Research
- Fee Information
- State Reporting Guidelines
- Screening for Funding Programs
- Policies and Procedures specific to Affiliate Customer Service Operations
- Insurance Eligibility and Verification
- Revenue Cycle
- Other services as provided
Maintains updated training content on the CAL (Center for Affiliate Learning) and other resource repositories as needed
Helps to maintain accurate patient records, filing systems, data systems, record transfers, and recordings
Reads, understands, and implements policies, procedures and other departmental or affiliate information in a timely manner
Assists patients as needed with questions intended for physicians/clinicians as trained and accurately records/assigns those questions in EMR
Consistently provides excellent customer service internally and externally
Provides efficient, high quality patient care customer service via the phone
Presents professional appearance at all times with both written and verbal communications
Ensures patient confidentiality and adherence to HIPAA regulations
Accepts direction and constructive feedback regarding performance from supervisor
Ability to work a flexible schedule which may require weekends and evening hours
Performs other duties as assigned

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Core Competencies: Computer skills, Intermediate Microsoft office (Excel, PowerPoint, Word). Customer Service, Dependability, Diversity, Ethics, Initiative, Interpersonal Skills, Oral Communications, Organizational Support, Professionalism, Quality, Safety and Security, Teamwork, Written Communications
Additional Competencies: Adaptability, Problem Solving, Technical Skills, Judgment, Planning/Organizing, Quantity, Innovation

Education And/or Experience

High School diploma/GED required; Bachelor’s degree preferred
Two years of relevant experience creating training resource materials and delivering training to end users
EPIC Certified Trainer for Patient Access and/or Revenue Cycle preferred
LMS and eLearning Platforms experience is preferred
Advanced Microsoft Suites experience is preferred
Demonstrated proficiency in customer service role

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals

Reasoning Ability

Ability to apply understanding to carry out instructions furnished in written, oral or diagram form
Ability to deal with problems involving several concrete variables in standardization situation.

Computer Skills

Basic computer literacy-keyboarding, email, word processing, calendar, practice management system and electronic medical records.

Other Skills And Abilities

Bilingual preferred

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 the essential functions.

While performing the duties of this job, the employee is regularly required to sit, talk, and hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

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.

While performing the duties of this Job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

Planned Parenthood is an equal opportunity employer. We are dedicated to ensuring that all of

our decisions regarding all aspects of the employment relationship – including recruiting, hiring,

promotions, assignment, training, access to social and recreational programs, discharge,

compensation, benefits, and the terms, conditions, and privileges of employment – are in

accordance with our principles of equal opportunity. It is Planned Parenthood’s policy that, in

exercising our management responsibilities, we will not discriminate against teammates or

applicants on the basis of race, color, national origin, ethnicity, religion, age, sex, gender, marital

status, sexual orientation, gender identity, gender expression, genetic information, military

service, covered veteran status, physical or mental disability, pregnancy, childbirth, or related

medical conditions, political opinions or affiliations, or on the basis of any other status protected

by applicable federal, state, and/or local law. It is our objective to hire and promote individuals

who are qualified for positions by virtue of job-related considerations such as education,

Planned Parenthood Gulf Coast

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