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SalaryPlanned Parenthood Columbia Willamette (PPCW) is hiring two teammates to join our Call Center Service Staff team!
When you work for Planned Parenthood, you make a difference in the lives of those we serve by affirming the human right to reproductive health care and freedom. Our mission is to provide, promote, and protect access to sexual and reproductive health care. PPCW is the largest non-profit family planning and reproductive rights organization in Oregon and Southwest Washington.
The Call Center Service Staff are responsible for answering phone calls, scheduling appointments, problem solving & triaging questions to appropriate parties, and offering service referrals as needed. Other responsibilities include accurate patient data, providing general health and contraceptive information. The Call Center is the primary point of contact for patients via telephone, setting the stage for a positive and supportive experience with our organization. Fosters a positive work environment with external and internal customers by providing professional, efficient and caring service. Performs duties to ensure individual and team productivity metrics and compliance standards are maintained.
Compensation: Starting rate of pay is $19.29 or more depending upon experience. Bilingual premium pay is $1.63 per hour, with an additional $1.63 paid for interpreter level skills. Annual step increases are determined by the Collective Bargaining Agreement.
Benefits:
- Up to 4 weeks of paid time off
- 9 paid holidays
- 403b retirement account with matching
- Employee Assistance Program
- Medical, Dental, and Vision coverage at no (or low) cost to the employee
- Ongoing professional development and continuing education opportunities
- Public Service Loan Forgiveness eligibility
- HRSA Nurse Corps Loan Repayment for eligible positions and sites
- Access to group life insurance, disability insurance and other supplemental benefits
Monday Tuesday Wednesday Friday
10:00am - 6:00pm 10:00am - 6:00pm 9:00am - 5:00pm 9:00am - 5:00pm
Monday Thursday Friday Saturday
9:00am - 5:00pm 9:00am - 5:00pm 9:00am - 5:00pm 8:00am - 4:00pm
Position Details: This is a union represented, hourly (nonexempt) position based out of our Patient Access Center in Northeast Portland, OR. Hybrid and remote work options will be discussed during the interview process.
Required Qualifications:
- High School Diploma or equivalent
- Equivalent of 2 years full-time work history including at least 1 year of customer service experience, preferably in a call-center, front-line health care, or social services environment.
- Demonstrate computer literacy with at least 35 WPM and basic knowledge of keyboarding, using Microsoft Word, Excel, Outlook, the Internet and data entry systems.
- Demonstrate basic math skills such as add, subtract, and calculate percentages.
- Demonstrate the ability to handle stressful, sensitive and/or challenging situations appropriately.
- Answer a high volume of calls and schedule appointments accurately according to scheduling policy.
- Accurately input patient information into Epic.
- Provide clients with accurate and clear information about appointment and services.
- Process online appointment requests if needed.
- Maintain the Waitlist for surgical services.
- Problem solve and triage calls to the appropriate parties
- Refer clients to outside providers for services PPCW does not offer.
- Maintain client confidentiality and comply with HIPAA confidentiality and Mandated Reporting requirements
- Screen clients accurately for financial status, fee information and funding options.
- Understand funding sources and be able to discuss with clients as appropriate.
- Participate in abortion services which may include referrals, information and education about abortions.
- Log in and be ready to receive or make calls as directed by schedule.
- Prepare Call Center for opening and secure for closing as required.
- Adhere to all reporting requirements and state laws relevant to the abuse of minors.
