What are the responsibilities and job description for the Response Center Agent position at PPMM?
Response Center Agent
Full-Time
Hybrid - Within PPMM Territory
ESSENTIAL DUTIES
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Log in and be ready to receive or make calls as directed by schedule.
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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
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Establish an effective working relationship with internal and external customers.
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Provide assistance, support and/or peer coaching to team members in an effort to aid in building theirskills 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:
Ability to perform the duties described above. A typical means of acquiring those abilities would be:
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Graduation from high school or equivalent
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one year of experience as a receptionist in a medical office.
- previous experience in a call center environment preferred
REQUIREMENTS
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Bilingual English/Spanish skills preferred.
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Excellent verbal and written communication skills including ability to communicate effectively with staffand 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.
