Bilingual Patient Access Representative

Essential Functions

• Demonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels 
• Answer incoming calls professionally and seek to assist the patient however possible 
• Maintain a positive, welcoming attitude in all patient interactions 
• Offer prompt assistance to patients for a variety of services, including the following: Registering new patients into the EHR system; Booking, canceling, and rescheduling appointments for reproductive healthcare, including abortion services; Inputting and updating insurance information; Relaying patient communications to provider; Providing patients with pre-visit instructions as needed; and Transferring calls to appropriate nurse advice staff when necessary 
• Assist patients with identifying a provider and appointment that is appropriate for their care 
• Use EHR systems effectively to guide the patient’s care 
• Screen patient for financial support using real-time eligibility (RTE), while escalating more complex questions 
• Contact patients to notify when visits are canceled or rescheduled 
• Inform patients about negative or abnormal STI results (excluding HIV) per strict protocols 
• Place the patient first in all interactions, including adhering to all HIPAA guidelines and regulations 
• Provide training, support, and mentoring to colleagues 
• Work with supervisors to achieve the established performance metric standards 
• Use the phone system to track activities 
• Participate in ongoing training and quality assurance exercises 
• Adhere to all established workflows, scripting, and department greetings 
• Meet performance goals for patient experience, quality, productivity and all performance metrics 
• Participate in special projects and performs other duties as assigned 
• Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community 
• Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems 
• Work and build trust across cultural differences 
 
The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time. 

Qualifications and Experience (Required)

• High school diploma or equivalent experience 
• Secondary Language Proficiency (Spanish) 
• Strong phone and verbal communication skills along with active listening 
• Customer focus and adaptability to different personality types 
• Ability to multi-task, set priorities, and manage time effectively 
• Ability to work a flexible work schedule 
• English language proficiency 
• Demonstrated dedication to Planned Parenthood’s mission, vision, and values 

Qualifications and Experience (Preferred)

• One year of experience in contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office or equivalent customer service experience 
• Familiarity with call center systems and practices 
• Associate degree, or equivalent experience  

Work Location, Hours and Equipment

• 100% fully remote in the U.S.
• Available to work full-time (37.5 hours/ week) Monday - Saturday between the hours of 8 AM - 7 PM Eastern Time; additional hours as needed
• Must have a dedicated workspace conducive to maintaining HIPAA compliance, confidentiality, and providing exceptional customer service
• Company provided laptop, monitor, and headset