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Posted 10h ago

Response Center Agent

@ Planned Parenthood Mar Monte
View All Jobs
Fresno, California, United States
$23-$25/hrHybridFull Time
Responsibilities:receiving calls, updating records, scheduling appointments
Requirements Summary:High school diploma, 1 year medical receptionist experience (call center preferred). Strong verbal/written communication, confidentiality, insurance knowledge, Microsoft Office/Outlook skills, ability to schedule appointments and work flexible shifts including evenings, weekends and holidays.
Technical Tools Mentioned:Microsoft Office, Microsoft Outlook
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Job Description
Response Center Agent
Full-Time
Hybrid - Within PPMM Territory
Hiring Range: $23 to $25/hr
 
ESSENTIAL DUTIES
  • Log in and be ready to receive or make calls as directed by schedule.
  • Receive, manage and direct calls in accordance with call management scheduling guidelines:
    • Complete full registration for all new patients and indicate insurance verification.
    • Review and update patient demographics, eligibility, insurance information and appointment location and take appropriate actions to update changes identified.
    • Provide account information as requested.
    • Ask for caller’s permission before placing caller on hold and wait for response.
    • Check back with caller on hold and offer alternatives if applicable.
    • Voice announce each call to connecting party when transferring a call.
    • Ask caller if there is any additional assistance they may need and thank the caller at the end of the call with, “Is there anything else I can help you with?”
    • Be empathetic and sensitive to the unique needs of each customer. Provide explanations that are
      appropriate to the customer’s level of understanding and knowledge.
    • Give full attention to customer. Demonstrate promptness and show initiative in responding to
      customers.
    • Route calls to appropriate department for continued assistance as necessary.
    • Utilize break codes appropriately as defined by the call management system.
    • Maintain knowledge of and utilize scheduling downtime procedure.
  • Maintain average call time as defined by call management guidelines (2:30 minute average).
  • Maintain average call volume as defined by call management guidelines (13-18 calls per hour).
  • Communicate requests and respond accurately using the appropriate procedures for contacting clinics
    and/or clinic staff. Maintain thorough knowledge and understanding of the entire PPMM organization in
    order to answer questions and direct calls correctly and appropriately.
  • Take complete on-line messages that are detailed, concise, spelled accurately and utilize correct medical
    terminology.
  • Maintain workstation in a safe condition for self and others. This may include but not limited to adjusting workstation for proper chair height and alignment.
  • Complete quality assurance monitoring tools as specified for the department.
  • Assist with the daily operations and efficiency of the Response Center.
NON-ESSENTIAL DUTIES
  • Establish an effective working relationship with internal and external customers.
  • Provide assistance, support and/or peer coaching to team members in an effort to aid in building their

    skills and ability to meet call management expectations.
  • Notify the appropriate contact person when issues or problems arise.
  • Make sound decisions and demonstrate the ability to handle situations appropriately. Accepts and
    handles responsibility. Learns from own mistakes.
  • Accept, learn from and integrate feedback from knowledgeable persons regarding effectiveness of own
    communications. Adapt to changing conditions, influences and environments.
  • Inspire excellence and commitment in others.
  • Be consistently helpful and act in a professional and courteous manner.
  • Other duties as assigned.
QUALIFICATIONS
Ability to perform the duties described above. A typical means of acquiring those abilities would be:
  • Graduation from high school or equivalent
  • one year of experience as a receptionist in a medical office.
  • previous experience in a call center environment preferred
REQUIREMENTS
  • Bilingual English/Spanish skills preferred.
  • Excellent verbal and written communication skills including ability to communicate effectively with staff

    and patients from diverse backgrounds.
  • Must have thorough knowledge of insurance types or be willing to learn.
  • Must be flexible and have the ability to work independently and as part of a team.
  • Ability to maintain strict confidentiality.
  • Excellent computer skills with working knowledge of Microsoft Office including Outlook.
  • Must have excellent attention to detail.
  • Ability to schedule appointments with the correct visit type according to the scheduling guidelines.
  • Must have flexibility in schedule to include evenings, weekends and holidays.
  • Must have excellent customer service skills and be committed to providing the highest level of customer
    satisfaction.
  • Commitment to mission and philosophy of Planned Parenthood.