Job Description

Position Summary:
Under the direction of the Director, Patient Relations Center, the Patient Relations Associate (PRA) provides friendly, accurate, and efficient telephone customer service, and schedules appointments on PPHP’s Clinical Information System (CIS). As the front-line contact with PPHP’s customers, the PRA responds in a personalized and sensitive manner with accurate information to arrange convenient appointments and provide accurate referrals for service. In addition, the PRA assures departmental compliance with affiliate policies regarding appointments, confidentiality and accurately enters registration, insurance, and appointment data into the computer.

• Answer in-bound telephone calls within three rings and according to protocol. (i.e., Planned Parenthood Hudson Peconic; this is Ernestine. How may I help you?). 
• Answer callers’ questions regarding hours, services, directions, prices, referrals, etc. 
• Forward callers with medical questions and concerns to appropriate health center staff. 
• Ask appropriate questions to determine type of visit necessary for the patient needs. 
• Schedule patient appointments on CIS using existing registration information or by processing a “mini” registration.
• Accurately record insurance information on system; verify that coverage is in effect; verify that insurance covers the services being requested. 
• Obtain pre-authorization for services from third-party insurers as needed, and provide detailed documentation of such authorization. 
• Perform sliding fee scale assessment as required. 
• Screens and provides information on available programs, i.e., Family Planning Benefits Program (FPBP), Medicaid for Pregnant Women, etc. 
• Provide all information to ensure that the patient is prepared for his/her visit to a PPHP health center. 

Supports and encourages a culture that: 

• Provides a rich conduit of information and ideas between sites and other PPHP departments; Participates in ongoing feedback with colleagues.
• Incorporates customer satisfaction into all aspects of the work.
• Encourages Team to take responsibility for evaluating and improving systems.

Demonstrates flexibility and teamwork; understands the interaction between this position and others with whom the position works directly and indirectly.

• Ensures that interactions incorporate PPHP Service Standards and values of integrity, partnership, customer focus, communication and quality.
• Supports effort of the PPHP’s diversity program to provide services that are culturally and linguistically competent; takes the initiative to develop own awareness and knowledge of diversity.
• Completes all responsibilities according to established protocols, policies and standard practices in the areas of customer service, quality assurance and regulatory compliance programs such as HIPAA (Health Information Portability & Accountability Act), OSHA (Occupational Safety & Health Act), CLIA (Clinical Laboratory Improvement Administration) and Title X.

Non-Essential Functions:

• Provide feedback to management regarding trends that may impact services, programs or marketing plans.
• Complete all responsibilities according to established protocols, policies and standard practices in the areas of customer service, quality assurance and regulatory compliance programs such as HIPAA.
• Regularly checks personal PPHP email account for important affiliate-related communications, at least every 24 hours.

Qualifications: 
Experience, Education and Licensure:

• Commitment to the mission and goals of Planned Parenthood.
• Minimum High school diploma or equivalent, with one year of experience in a call center, a health care setting, or providing customer service.
• Excellent customer service skills, especially a calm and friendly telephone manner.
• Adept at using CIS software and MS Outlook programs utilized in this affiliate.
• Ability to perform detail-oriented work routinely.
• Ability to handle confidential information discreetly.
• Ability to speak Spanish or other languages common to the PPHP’s clientele, preferred.
• Ability to work flexible hours including evenings and weekends.

$21.25 per hour, after successful completion of probationary period increase to $21.75 per hour. PPHP offers a comprehensive and competitive benefits package including Medical, Dental, Vision, Life, STD/LTD, Voluntary Benefits, may be eligible for (Paid) Maternity Leave after one year of employment, Tuition Reimbursement Program, Preceptorship Bonus, Quarterly Bonus program and a 401(k) Plan with a match.

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job posting and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable including location, specialty, service line, years of relevant or relatable experience, education, credentials, budget and internal equity.

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