Bilingual Patient Access Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Exhibit expertise in navigating various systems, managing intricate workflows, handling phone calls, online requests, faxes, and other communication channels.

• Professionally answer incoming calls and strive to assist patients in any way possible.

• Maintain a friendly and welcoming demeanor in all interactions with patients.

• Provide immediate assistance to patients for a range of services, including: registering new patients in the EHR system; scheduling, canceling, and rescheduling reproductive healthcare appointments, including abortion services; entering and updating insurance details; communicating patient information to providers; giving pre-visit instructions as necessary; and transferring calls to the appropriate nursing staff when required.

• Help patients identify suitable providers and appointments tailored to their healthcare needs.

• Effectively utilize EHR systems to facilitate patient care.

• Screen patients for financial assistance using real-time eligibility (RTE), while escalating more complicated inquiries.

• Notify patients about visit cancellations or rescheduling.

• Inform patients of negative or abnormal STI results (excluding HIV) following strict protocols.

• Prioritize the patient in all interactions while strictly adhering to HIPAA guidelines and regulations.

• Provide training, support, and mentorship to peers.

• Collaborate with supervisors to meet established performance metric standards.

• Utilize the phone system to monitor activities.

• Engage in ongoing training and quality assurance initiatives.

• Comply with all established workflows, scripts, and departmental greetings.

• Achieve performance goals concerning patient experience, quality, productivity, and all performance metrics.

• Participate in special projects and undertake additional duties as assigned.

• Show commitment to CHN and Planned Parenthood’s mission regarding health equity, particularly focusing on racial equity, while maintaining a strong sense of accountability to the community.

• Demonstrate a commitment to learning about and improving practices related to racial equity and the effects of structural racism on healthcare systems.

• Build trust and work effectively across cultural differences.

⛳️ Requirements

• High school diploma or equivalent experience.

• Proficiency in a secondary language (Spanish).

• Exceptional phone and verbal communication skills, coupled with active listening abilities.

• A customer-oriented approach and adaptability to various personality types.

• Capability to multitask, prioritize, and manage time effectively.

• Flexibility to work a varied schedule.

• Proficiency in the English language.

• Proven dedication to the mission, vision, and values of Planned Parenthood.

🏝️ Benefits

• Health care coverage (medical, dental, and vision); eligibility for full-time, regular employees from the date of hire.

• Flexible Spending Accounts and Health Savings Account.

• Short-Term Disability and Basic Life & AD&D Insurance provided by CHN.

• Optional Long Term Disability and Additional Life & AD&D Insurance available at cost.

• Employee Assistance Program.

• Retirement Plan with a 3% employer match after one year of service.

• Paid Time Off Program, including accrual-based PTO, Health Time Off (HTO), and nine (9) paid holidays.