Salary Range: $16.63 – $24.94 per hour
Employment Type: Full-Time
About Us
Clinical Health Network for Transformation (CHN) partners with Planned Parenthood affiliates across the United States to provide affordable, high-quality healthcare. Our mission is to strengthen our communities by promoting health equity and ensuring everyone has access to the care they need.
We are searching for individuals committed to supporting this mission by joining our Patient Access team. The Patient Access Call Center Representative (PAR) will play a critical role in delivering exceptional customer service and ensuring patients have a seamless experience accessing care.
Key Responsibilities
Primary Duties
- Represent CHN in a professional, friendly, and compassionate manner.
- Handle high volumes of inquiries via phone and other communication channels.
- Follow established workflows and scripts to guide patient interactions effectively.
Patient Support
- Schedule, cancel, and reschedule appointments, including reproductive healthcare and abortion services.
- Register new patients in the electronic health record (EHR) system and update insurance information.
- Relay important pre-visit instructions and patient communications to healthcare providers.
- Screen patients for financial assistance eligibility and address related queries.
Administrative Tasks
- Use EHR systems efficiently to streamline patient care.
- Contact patients regarding appointment cancellations or schedule adjustments.
- Adhere to HIPAA guidelines and uphold confidentiality at all times.
- Support team training initiatives and quality improvement projects.
Collaboration
- Assist patients in selecting appropriate providers and services for their needs.
- Escalate complex inquiries to supervisors or specialized staff when necessary.
- Work closely with colleagues to meet quality and performance metrics, ensuring an excellent patient experience.
Qualifications and Skills
Required:
- High school diploma or equivalent.
- Strong verbal communication and phone etiquette.
- Exceptional active listening and adaptability to diverse patient needs.
- Ability to multitask, prioritize, and manage time efficiently.
- Commitment to advancing health equity and supporting Planned Parenthood’s values.
Preferred:
- Bilingual (English/Spanish).
- At least one year of experience in customer service or related fields such as contact centers, patient access, or admissions.
- Familiarity with call center technologies and EHR systems.
- Associate degree or equivalent experience.
Work Environment and Equipment
- Fully remote within the U.S.
- Availability to work 37.5 hours per week, Monday through Saturday, between 8 AM – 6 PM (Eastern Time).
- Dedicated, HIPAA-compliant workspace is required.
- Equipment provided, including a laptop, monitor, and headset.
Compensation and Benefits
- Pay: $16.63 – $24.94 per hour, depending on qualifications and experience.
- Benefits:
- Comprehensive health, dental, and vision insurance.
- Short-term disability and life insurance (basic AD&D).
- Voluntary options for long-term disability and additional life insurance.
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
- Paid Time Off (PTO), Health Time Off (HTO), and nine paid holidays.
- Retirement plan with a 3% employer match after one year.
- Employee Assistance Program for mental health and wellness support.
Key Attributes for Success
- Commitment to Equity: A dedication to addressing racial and social disparities within healthcare.
- Cultural Awareness: Strong self-awareness and empathy when interacting with diverse groups.
- Clear Communication: Ability to give and receive feedback effectively while working across cultural and professional differences.
- Accountability: Consistently meeting performance goals and adhering to CHN’s service standards.
Why Join CHN?
This role offers a unique opportunity to make a meaningful impact in people’s lives by providing equitable access to healthcare. You will work in an inclusive environment that values diversity, collaboration, and professional growth. As part of CHN, you’ll not only support patients during critical moments in their healthcare journey but also contribute to advancing health equity and breaking down barriers within the healthcare system. By joining our team, you become a vital part of a mission-driven organization dedicated to making quality care accessible to everyone.
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