Call Center Representative

• Adhere to PPSO’s goals and policies documented within, but not limited to, the Employee Handbook and all supporting documents.
• Work directly with callers/patients to provide information, schedule appointments and community resources.
• Adhere to established Call Center processes and procedures consistently and accurately.

• Receive, manage and direct calls for all reproductive and sexual healthcare services and programs in accordance with call management protocols including but not limited to:
• Complete full registration for all new patients and indicate insurance verification.
• Schedule appropriate family planning and surgical appointments.
• Review and update patient demographics, insurance information/eligibility/authorization.
• Route calls to appropriate department for continued assistance as necessary.

• Utilize release codes appropriately as defined by the call management system.
• Maintain knowledge of and utilize scheduling downtime procedure.
• Follow the protocol for addressing patient complaints

• Communicate requests and respond accurately using the appropriate procedures for contacting clinics and/or clinic staff.
• Proficiency in computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)

• Establish an effective working relationship with internal and external callers/patients.
• Provide support and to team members to aid in building their skills and ability to meet call management expectations.
• Skilled in making decisions that demonstrate compassion while navigating sensitive or challenging situations when under stress.
• You can accept and incorporate feedback from your team and within the PPSO community. These learning lessons will support your overall effectiveness in communication.

• Engages in and supports efforts to create and maintain an affirming and culturally responsive work environment.
• Takes the initiative to develop own awareness and knowledge of the principles and scope of diversity, equity, and inclusion.
• Participates and engages in required DEI Learning Forums, and other PPSO DEI initiatives.

• Able to work collaboratively with your co-workers, supervisors, volunteers and other representatives within the organization as well as external customers by recognizing and valuing everyone’s contributions to our mission.
• Exhibit flexibility and adapt well to change.
• Demonstrate accountability and initiative with work assignments, organizational values, and work relationships.
• Operate within the policies and procedures of Planned Parenthood of Southwestern Oregon.
• Directs behavior to emphasize the achievement of organization goals and core values.
• Participate in quarterly all-staff meetings.
• Support the mission and philosophy of Planned Parenthood.
• Deliver services in a manner that provides objectivity and supports the entirety of services provided by Planned Parenthood of Southwestern Oregon.

Supervisory Responsibilities

• High School Diploma, GED or equivalent high school degree required.
• 1+ year experience in a Call Center environment or 2+ years customer service experience.

• Proficiency in Spanish is preferred. Ability to successfully complete a language proficiency skills test at a level 2 or high intermediate rating
• B.S/B.A in related field
• 1+year experience with medical insurance verification and/or authorization
• 1+ year experience working at medical office
• 3+ years experience in a Call Center environment preferred.
• 3+ years customer service experience

• You are skilled at prioritizing and setting boundaries so that you can focus on each project with clarity and a feeling of accomplishment

• You demonstrate effective verbal communication skills and seek guidance or help from your team/supervisor as may be needed.
• You know how to slow down and help your colleagues pause to disrupt a false sense of urgency or push for productivity at the expense of personal and collective well-being.
• You demonstrate strong interpersonal skills and understand how to collaborate with a variety of different people and roles to be a measurable contributor in a team environment.
• You are able to integrate work and personal life with your attention to your self care. You find ways to feel restored and fueled throughout the day and week so you can best contribute to PPSO’s mission and goals.
• You have experience recognizing vulnerability, both in yourself and in others, so that you have compassion for yourself and others when under stress and when things don’t go as planned.
• You demonstrate your ability and willingness to take initiative with work assignments and work relationships, to utilize resources effectively, and to anticipate organizational needs.