Bilingual Call Center Specialist - Los Angeles, CA

Call Center Specialist

Planned Parenthood Los Angeles is seeking an experienced and caring Call Center Specialist with excellent communication and customer service skills to work at our Los Angeles Headquarters. The Call Center Specialist will provide excellent customer service to both external and internal clients, 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 52+ 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.
• Effective and polite communication skills / excellent customer service skills.
• Ability to work with computers and enter data quickly and accurately.
• Working knowledge of Microsoft Office, especially Outlook and Internet Explorer.
• One (1) year proven customer service experience / health care background preferred.
• Ability to work independently and as a team member.
• Exceptional interpersonal and rapport building skills.
• Possess a warm, caring manner.
• Adaptability and flexibility.
• Ability to relate to diverse communities.
• Ability to read and implement written instructions.
• Ability to maintain strict confidentiality.
• Professional appearance and attitude.
• A reliable and flexible means of transportation is required.
• Bilingual skills (English/Spanish); a successful language assessment will be required upon offer.

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, and supporting these critical services is an essential job duty and fundamental responsibility of all employees and contractors.
• As first point of contact for PPLA clients, must be courteous and professional at all times.
• Answer telephone calls efficiently by meeting the established target amount of average calls / hour.
• Be well versed on PPLA health services and answer relevant questions about PPLA health centers and health services.
• De-escalate situations involving dissatisfied patients, offering patient assistance and support.
• Schedule patient appointments according to PPLA guidelines, using PPLA's computer-based appointment scheduler.
• Provide callers/patients with appropriate resources as necessary.
• Must be able to understand and communicate information on payment for health services, including self pay, private insurance and state benefits such as Family PACT and Medi-Cal.
• Must adhere to PPLA scripts and protocols.
• Follow protocols when handling suspicious calls.
• Fill in for front desk attendant / ambassador at HQ as requested.
• Must follow policies, procedures and PPLA guidelines relating to patient confidentiality as well as reproductive health of minors. (Mandatory Reporting & Out of State Patients)
• Comply with safety procedures and emergency procedures.
• Adhere to affiliate goals and policies on professionalism, wait time in clinics and on the system for addressing client complaints.
• Health Center efforts to achieve established goals for productivity.
• Participate in Health Center/affiliate efforts to achieve established revenue cycle goals.
• Perform other duties as may be assigned by the Call Center Supervisor and or Manager, Call Center Operations.
• 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: $ 25.00 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.