Customer Support Associate

The Customer Support Associate is an essential part of PPNCNY's mission-driven team, dedicated to delivering high-quality customer service to our patients. In this role, the representative will provide accurate information about our health services, appointment scheduling, medical procedures, and insurance/financial options. With a strong understanding of patient privacy and a commitment to inclusivity, the representative will serve as a trusted advisor and guide for patients from diverse backgrounds, offering personalized support and care with kindness, respect, and professionalism.

ESSENTIAL DUTIES:

• Autonomously manages appointment scheduling by assisting patients in identifying the appropriate type of appointment required (e.g., new patient, pregnancy test, problem appointment, follow-up).
• Precisely enters patient information into the Electronic Practice Management system and shares pertinent data with the patient.
• Provides support to patients in evaluating financial alternatives when they lack insurance coverage.
• Provides patients with essential details about what information is required during their Health Center visit.
• Responsible for ongoing professional development, including staying informed about tools, software, and training materials to maintain proficiency in performing essential duties.
• Consistently exceeds expectations in customer service, demonstrating exceptional patience, effective communication with colleagues, and a strong commitment to assisting our patients.
• Consistently stays informed about and adheres to established processes and procedures, enabling effective responses to both internal and external customers.
• Adheres to and improves upon key performance indicators (KPIs).
• Identifies and coordinates any specific requirements for the patient, such as arranging for an interpreter if necessary.
• Effectively routes medical and counseling inquiries to the appropriate team members, such as registered nurses.
• Transfers calls related to insurance verification, fundraising, employment, media, education, advocacy, or general inquiries to the respective department director or manager.
• Participates in departmental meetings and other communication sessions as required, contributing to organizational initiatives.
• Demonstrates respect towards all individuals, both internal and external, by acknowledging and valuing differences in backgrounds, lifestyles, beliefs, and needs.
• Embraces our vision of fostering a nurturing community where individuals have access to sexual and reproductive healthcare and are empowered to make informed choices without pressure or anxiety.
• Complete any additional tasks as assigned.

SKILLS AND QUALIFICATIONS:

• Minimum of two years’ experience in a call center/customer service position
• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems
• Bilingual skills are a plus
• Proficient in maintaining patient confidentiality and adhering to HIPAA guidelines when handling sensitive medical information.
• Proficient in working independently and taking directions as needed.
• Strong cultural competence and ability to work effectively with individuals from diverse backgrounds and cultures.
• Willingness to travel as required
• Adherence to and understanding of PPNCNY Personnel Policies, with a commitment to upholding these guidelines.

PHYSICAL DEMANDS/WORKING CONDITIONS:

• Lift/carry 10 lbs. or less frequently, and up to 50 lbs occasionally
• Bend/squat/kneel frequently
• Twist/turn constantly
• Climb stairs frequently
• Sitting/Standing
• Type/keyboard constantly