Planned Parenthood Pasadena & San Gabriel Valley (PPPSGV) has been proudly serving our community since 1933 and is one of the original Planned Parenthood affiliates in the nation.
We provide reproductive health care, health education and advocacy from our five health centers in
Alhambra, Baldwin Park, Glendora, Highland Park, and Pasadena, in addition to our telehealth clinic. We strive to ensure the sexual and reproductive health services we provide align with the needs of the communities we serve. Our service area extends from Glendora to Glendale and from the San Gabriel mountains to the San Bernardino freeway, home to 24 communities and a diverse population of 1.4 million people.
Today, PPPSGV sees over 60,000 patient visits per year and delivers over 15,000 opportunities for sex and relationship education in our schools and colleges.
We offer safe and legal abortions. We are committed to providing accurate, non-judgmental care and resources by helping our patients overcome financial, transportation, and other barriers to care. In addition, we work with abortion funds and practical support network to support our patients. Our abortion care has increased every year since 2018 with an average of 3,500 abortions per year. We saw close to 4,000 abortion patients in 2022 alone, approximately 59 were out-of-state patients.
The Contact Center Representative provides quality, confidential, efficient and non-judgmental customer service to patients with the overall goal of establishing patient trust and a sense of safety, schedule appointments for all healthcare services offered at PPPSGV according to scheduling guidelines, gives support to PPPSGV Centers and offers general agency or program information.
As a Contact Center Representative, you will save lives while you:
- Adhere to affiliate goals and policies on professionalism, wait time in-center and on the system for addressing client complaints
- Participate in health center/affiliate efforts to achieve established revenue cycle goals
- Respond to incoming calls efficiently and effectively triage patient’s needs and concerns
- Refer callers to outside providers for services PPPSGV does not offer
- Provide negative test results to patients
- Complete follow-up or reminder communication
- Screen patients’ financial status and determine fee information
- Maintain patient files through the appropriate charting measures
- Provide information over the phone about all services offered by PPPSGV
- Answer questions related to PPPSGV health care services including sexually transmitted infections, all FDA approved birth control methods, and surgical and medication-induced abortion
- Schedule appointments both over the phone and by using our online scheduling system
- Respond to incoming communications that require following established emergency procedures
- Respond to electronic patient contact communications
- Verify insurance benefits and determine patient financial responsibility
- Proactively communicate and identify risks to supervisor or appropriate agency in order to minimize risk when possible
- Comply with PPPSGVs Code of Conduct and maintain the highest level of professional and ethical standards and act in compliance with both the letter and spirit of all applicable laws and regulations
- Other duties as assigned
We Are Looking For Someone With The Following
- Education:
- High School level education and above are welcomed to apply
- Experience:
- One to two years customer service experience, preferably in a health care or social services setting
- Effective and polite customer service skills
- Experience working with computers and entering data quickly and accurately
- Electronic scheduling experience preferred
- Understanding of basic medical terminology preferred
- Other:
- Exceptional customer service and commitment to providing the highest level of customer satisfaction both internally and externally
- Appropriately participate in conversations, and answer concerns about sensitive, challenging and stressful topics
- Solve and analyze problems
- Answer a high volume of calls
- Meet agency designated productivity standards
- Maintain a sensitive and warm demeanor with callers and protect client confidentiality
- Understand funding sources and discuss with clients accordingly
- Verify and explain insurance benefits with patients
- Determine client financial responsibility and clearly communicate this to client
- Multitask and maintain a strong attention to detail in a fast-paced work environment
- Motivation to participate in a team-centered environment as an intermediary between health center staff, patients’ needs and organizational goals
- Participate in trainings, committees and meetings as needed
- Communicate effectively with, and relate to, patients of diverse communities
- Commitment to and support for the mission and goals of Planned Parenthood, including but not limited to, increasing access to abortion and decreasing abortion stigma
- Commitment to quality healthcare
- Commitment to personal and/or organizational Diversity, Equity and Inclusion work, including the proficiency and/or strong willingness to use non-binary pronouns
- Bilingual skills (English/Spanish) strongly desired
$23 - $25 an hour
The hiring rate for this position is: $23- $25/hour + Medical, Dental, Vision, 401k Matching Program, Premium CALM account, holidays, paid time off, and more!
PPPSGV is committed to fostering an inclusive and diverse workplace. We offer a series of workshops during employee onboarding and throughout the year. We also provide additional opportunities to get involved in our diversity, equity, and inclusion (DEI) work through various task forces, conferences, and staff retreats.
We are a prominent team of passionate health experts who adhere to the highest standards as we collaborate and care for people without judgment. As we stand in solidarity with communities of color, we demand greater diversity, equity and inclusion (DEI) within our organization.
Join our team and be part of a powerful movement to shape the future of sexual and reproductive health!
“We are Planned Parenthood Pasadena & San Gabriel Valley”, for more information about our affiliate, please visit: We are Planned Parenthood Pasadena & San Gabriel Valley! (youtube.com)
For additional career opportunities, please visit our careers page: Careers at PPPSGV | Planned Parenthood Pasadena & San Gabriel Valley
Planned Parenthood Pasadena & San Gabriel Valley is an Equal Opportunity Employer.