Call Center Representative

Job Details Location: Pasco Health Center – Pasco, WA 99301. Salary Range: $19.00–$23.00 per hour. Classification: Regularly Scheduled, Full-time, Non‑Exempt. Reports to: Call Center Supervisor. Job Overview The Call Center Representative (CCR) delivers optimal customer service by responding to calls and interacting with internal and external clients. The CCR uses active listening skills to provide accurate information, advanced analytical skills to problem‑solve callers’ needs, and supports patient‑centered service and appointment scheduling. The role also maintains patient records, both paper and electronic, and ensures compliance with HIPAA and all affiliate medico‑legal policies. Essential Functions / Responsibilities Provide excellent and consistent customer service to patients, maintaining an audit score of 95% or higher. Work pro‑actively to increase patient satisfaction from first contact through compassionate telephone and in‑person interactions. Understand Planned Parenthood’s vision, mission, and core values and apply them in all customer interactions. Maintain accurate, up‑to‑date medical protocols and affiliate policies; communicate this information clearly to patients. Educate patients on financial resources such as insurance, public assistance (19c), Take Charge, grants, and funding, and explain non‑project and project lab services. Demonstrate exemplary verbal communication, computer literacy, and multitasking in a fast‑paced environment. Proficiently use computer scheduling software in a Windows environment; key at least 35 wpm. Maintain and retrieve patient files, create new files, label, and source statistics; conduct file audits as requested. Respond to medical record requests in accordance with affiliate policy; process letters, reports, and provide telephone coverage as needed. Photocopy, scan patient information, and manage mail, fax, and digital communications. Support appointment scheduling and adjust appointments to accommodate workflow and clinic goals. Defuse and resolve complaints and issues with maturity and professionalism. Perform clinical research, peer clinical education, and training duties as assigned. Facilitate customer communication and order fulfillment for birth‑control by mail requests. Act as a model of the In This Together (ITT) workplace values and service standards. Qualifications Required Education and Experience High school diploma or equivalent (GED). At least two years of customer service or front‑desk scheduling experience. Ability to maintain complex medical records and data files while ensuring confidentiality and HIPAA compliance. Proficiency with Microsoft Office and Excel. Strong customer‑centered philosophy and ability to work independently in a fast‑paced environment. Flexibility to work evenings and Saturdays as needed; valid driver’s license and vehicle insurance required. Preferred Education and Experience Knowledge of medical terminology and prior medical office scheduling experience. Bi‑literate in Spanish. Additional Information Travel: Will be to affiliate sites and other venues as needed. A valid driver’s license, vehicle insurance, and reliable transportation are required. Position Type / Expected Hours: Full‑time; Monday through Friday, 7:30a.m. to 6:00p.m., with potential for long hours, weekends, and extended shifts as needed. Note: This job description is not exhaustive; duties may change at any time with or without notice. ADA Requirements Language Skills – Ability to read, write, and communicate effectively using instructions, manuals, and reports. Data Utilization – Ability to analyze and compare data, apply standards, and make judgments. Situational Reasoning – Ability to exercise judgment and creativity in frequent change environments. Functional Reasoning – Ability to define problems, collect data, and draw valid conclusions. Mathematical Aptitude – Ability to perform basic arithmetic and, if necessary, higher math functions. Motor Coordination – Ability to lift up to 30pounds and operate office equipment. Visual and Sensory – Ability to discriminate colors, read, and listen effectively. Environment – Exposure to routine office conditions and occasional adverse conditions. Travel – Must have a valid driver’s license and insurance for travel to affiliate sites. #J-18808-Ljbffr Planned Parenthood of Greater Washington and North Idaho