Sr. Call Center Specialist - Los Angeles, CA

Senior Call Center Specialist

Planned Parenthood Los Angeles is seeking an experienced Senior Call Center Specialist to work at our downtown headquarters office. To provide excellent customer service to both external and internal clients, a Senior Call Center Specialist must serve as an example of excellent customer service, answer calls, schedule appointments, provide support to centers and provide general Agency or program information.

Over one hundred years ago, Planned Parenthood was founded on the idea that everyone should have the information and care they need to live strong, healthy lives and fulfill their dreams. Founded 57+ years ago, Planned Parenthood Los Angeles is one of the largest providers of reproductive health care services in Los Angeles County. The Planned Parenthood Los Angeles (PPLA) team works together to provide high-quality, affordable reproductive health care to women, men, and young people across Los Angeles County. At PPLA, you will discover a culture of like-minded individuals who are eager to make positive contributions to their community and to the Planned Parenthood mission.

Our Ideal Candidate will have the following qualifications:

• High school diploma or equivalent.
• Efficient in Microsoft Word, Excel, Outlook and able to navigate the internet.
• Two (2) years proven customer service experience / health care background preferred.
• Ability to work independently and as a team member.
• Possess a warm, caring manner.
• Ability to relate to diverse communities.
• Ability to read and implement written instructions.
• Professional appearance and attitude.
• Computer skills desirable.
• A reliable and flexible means of transportation is required.
• Effective and polite communication skills / excellent customer service skills.
• Ability to type and/or work with computers.
• Bilingual skills preferred.
• Ability and willingness to travel within Los Angeles County.
• Reliable means of transportation for onsite and off-site work.
• If using a personal vehicle to drive for work purposes, a valid CA driver license and current auto insurance in compliance with the minimum requirements of CA vehicle code are required.

About the Position:

• Abortion patients are cared for at each of our health centers, and in part through the administrative, support, and other non-clinical services provided at all PPLA locations, and by all PPLA employees. Supporting these critical services is an essential job duty, and a fundamental responsibility of all employees and contractors.
• As first point of contact for PPLA clients, must be courteous and professional at all times.
• Efficiently and properly answer telephone calls.
• Be well-versed on PPLA patient care related services.
• Provide callers/patients with appropriate resources as necessary.
• Ability to read a pregnancy wheel / pregnancy calculator tool in CKS.
• Computer skills / NextGen.
• Comply with emergency procedures regarding phone calls.
• Be knowledgeable and well versed on different funding sources i.e. Medi-Cal, FPact, private insurance and self pay.
• Must be able to understand Medi-Cal and private insurance benefits.
• Must communicate with Medical Director when necessary to ensure proper patient care.
• Must go above and beyond to meet clients needs.
• Schedule patient appointments accordingly.
• Must adhere to PPLA scripts.
• Be knowledgeable in CA Minor Reproductive Laws.
• Verify insurance benefits.
• Assume supervisory role when supervisor is unavailable.
• Ensure the opening and/or closing of the Call Center (i.e send out lunch and break schedules on a daily basis and ensure agents adhere to the schedule)
• Assist in training of new employees and temp staff.
• Serve as mentor to new employees and temp staff.
• Process on-line appointment requests.
• Track phone statistics.
• Case manage special care patients.
• Book specialized service appointments.
• Supports Teen Call Line Specialists and callers.
• Track and monitor quality of appointments and customer service.
• Do presentations at meetings.
• Participate in committee's as required.
• Attend meetings as required.
• Ensure proper verification of all abortion patient benefits ie.. Medi-cal, private insurance, Kaiser referrals through clinic appointment lists to ensure proper data entry and billing.
• As team lead, work with assigned CSS to help improve assigned center's show rate through reminder calls.
• Adhere to affiliate goals and policies on professionalism, wait time in clinics and on the system for addressing client complaints.
• Participate in Health Center efforts to achieve established goals for productivity.
• Participate in Health Center/affiliate efforts to achieve established revenue cycle goals.
• Assist the Scheduling Department in template modifications/conversion when assigned or applicable.
• Assisting the Health Center with rescheduling appointments when notifications are received from the Scheduling Department.
• Perform other duties as may be assigned by the Manager of Call Center Operations and/or Vice President of Business Development.
• Monitor Call Center staff attendance and address attendance issues as requested by Manager.
• Monitor and provide guidance on compliance with PPLA policies and procedures.
• Appropriately route calls and/or takes messages regarding other Agency department telephone calls.

Generous salary and benefits package includes:

• Medical, dental, and vision coverage options for you and eligible dependents
• Free basic life/AD&D policy with additional voluntary coverage options
• Short Term Disability, Critical Illness and Accident policies
• 403(b) Retirement plan with up to 3% employer match
• Medical and Dependent Flexible Spending Account plans
• Public Transportation and Commuter Pre-Tax Reimbursements
• Generous vacation, sick, and holiday benefits
• Hiring range: $26.62 - $31.94 per hour (Non-Exempt)

Compensation Philosophy and Position Hiring Range:

At Planned Parenthood Los Angeles we continuously work towards our value of "we respect and honor all people", which also relates to our compensation philosophy. PPLA recognizes that decisions about pay, and benefits have significant impact on staff, so we are committed to ensuring all positions are rooted in a description that identifies competencies, duties, responsibilities, and qualifications, and that they are compensated equitably which considers both internal organizational equity and market compensation data for similar roles.

Equal Employment Opportunity will be afforded to all applicants and other covered persons without regard to protected characteristics, including their perceived protected characteristic. Protected categories include: race (including traits historically associated with race, including but not limited to, hair texture and protective hair styles such as, braids, locs, and twists as examples but not exhaustive list), color, religion or religious creed (including religious belief, observation, practice, dress, and grooming practices), national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding/chestfeeding, or related medical conditions), reproductive health decision-making, gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status (including past, current or prospective service in the uniformed service), and any other characteristic protected under applicable federal, state or local law. PPLA will consider for employment qualified applicants with criminal histories in accordance with the requirements of Los Angeles Fair Chance Initiative for Hiring.