• Bi Lingual Call Center Representative - Must speak Spanish fluently

    Planned Parenthood Southwest Ohio Region
    Job Description

    Bi Lingual Call Center Representative - Must speak Spanish fluently

    Participate in team approach to increase patient numbers and maintain efficiency by answering calls and scheduling appointments.  Communicate effectively, sensitively and in a non-judgmental manner to patients from a wide range of backgrounds and ages. Customer service driven. Must have exceptional speaking and listening skills in order to engage with patients.  Demonstrated ability to remain pleasant, courteous and helpful during stressful situations. 
    1.      Work with call center team and health center team to meet established productivity standards for patient numbers, quality and customer service.
    2.      Answer all calls in a timely and responsive manner.  Collect all relevant client information to determine what type of appointment to schedule and enter information correctly
    3.      Give basic information, schedule appointments and discuss fees in a professional manner according to PPSWO guidelines.
    4.      Provide clients with key information regarding documentation required for the appointment. 
    5.      Ensure that all clients are informed of CAPS funding, contracted insurance plans, and affiliate specific funding programs.
    6.      Educate clients about services and fees
    7.      Triage medical calls/questions to appropriate medical personnel.
    8.      Fully participate in health center efforts related to patient care, customer service, productivity and clinic flow.
    9.      Adhere to affiliate goals and policies on professionalism, collaboration, and projecting a positive attitude.
    10.  Ensure confidentiality of medical records and patient information within the call center.
    11.  Perform other duties as assigned by supervisor.
    ·         High school diploma or GED.
    ·         Experience in a call center or receptionist/scheduler in a medical office is required.
    ·         Bilingual (Spanish/English) required.
    ·         Demonstrated skills in working with the public and excellent customer service.
    ·         Good verbal and written communication skills.
    ·         Basic clerical and math skills required.
    ·         Able to write and speak English.
    ·         Ability to operate a computer, keyboard and multi-key telephone.
    ·         Ability to function well as a team member.
    ·         Ability to communicate professionally with individuals of diverse backgrounds in a non-judgmental manner.
    ·         Ability to maintain confidentiality and exercise sensitivity in dealing with clients sexuality and reproductive healthcare choices.
    ·         Must have excellent attention to detail skills and be thorough in accomplishing tasks.
    ·         Must be able to work flexible hours, including evenings and Saturdays.
    Commitment to PPSWO’s mission, goals and objectives.
    ·         Ability to lift and /or move up to 25 pounds, sit, talk, hear, stand, bend, walk; use hands and fingers,
         handle or operate objects, reach with hands and arms; climb and balance; stoop, kneel, crouch, crawl,
         and use repetitive motions of the hands and wrists.
    ·         Ability to get to the work site; also other PPSWO health centers and meetings when required.
    ·         May be exposed to communicable diseases and blood and body fluids that may contain HIV and/or HBV. 
    ·         May be exposed to cleaning chemicals and offensive odors.
    Planned Parenthood Southwest Ohio is an equal opportunity employer and is committed to maintaining a non-discriminatory work environment. Planned Parenthood Southwest Ohio does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation and gender identity, or any other characteristic protected by applicable law. Planned Parenthood Southwest Ohio is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
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