Patient Access Specialist

Just a few of the Benefits enjoyed by PPIL employees…

• Company subsidized premiums on Medical, Dental, and Vision Insurance
• Up to 12 weeks Paid Parental Leave for eligible employees
• Generous Paid Time Off (PTO) and paid holidays
• Mission focused work
• 401k with employer matching
• 100% company-paid Life Insurance
• 100% company-paid Short- and Long-Term Disability Coverage
• Robust Employee Assistance Program
• Professional Development awards and opportunities
• Flexible Spending Accounts
• Free Medical Services at PPIL
• Pet Insurance
  
  
  

The Patient Access Specialist I position receives inbound patient calls, answers patient questions, and fulfills appointment requests. A Patient Access Specialist I must demonstrate a knowledge of PPIL services and fees and provide courteous, customer-oriented phone service to a diverse group of clients. This position works under the supervision of the Contact Center Manager.

Essential Functions:

• Demonstrate proficiency in all duties related to:
• answering phone calls and providing customer-oriented service to callers
• responding to callers’ needs and inquiries
• transferring calls to other departments or colleagues when appropriate
• knowledge of abortion services provided by Planned Parenthood of Illinois and
  
  
  

associated fees

• keeping accurate records
• providing financial counseling for patients who may need reduced fees or payment options
• accurately collect insurance information for verification in the Revenue Cycle Management Department and effectively relate necessary information to patients
• communicating with patients, the public, staff, and volunteers in a civil, courteous, warm, and sensitive manner
• treating all people, regardless of gender, sexual orientation, race, color, religion, national origin, age, economic condition, status as a qualified individual with a disability, and any additional categories with honor, respect, and inclusivity
• Within three months’ time, complete all required training for level 1 proficiencies and standards. Demonstrate ability to achieve and maintain Patient Access Specialist 1 standards, performing job duties acquired by completing trainings:
• Completion of Patient Access Training, including registration basics, scheduling, front desk duties, financial assistance, healthcare corporate compliance, mandated reporting, safety/security, DEI, gender diversity, birth control options, abortion
  
  
  

services, sexually transmitted infections, and electronic health record software.

• Completion of Abortion Call Training, including electronic health record software, communication tools, pharmacy management module, abortion appointment types, premedication verifications, real-time eligibility and insurance, abortion financial assistance, abortion follow-up plans, call rerouting, and abortion behavioral health
  
  
  

protocols.

• Completion of Remote Work Best Practices Training, including maintaining technology hygiene, independently using information, tools, and resources to provide best patient experience, Avaya, Touchpoint, and Microsoft 365/Outlook/Teams
• Completion of In This Together Values assessment
• Ensure, through a civil and courteous manner, that each patient receives the care and information they need by providing efficient, effective, and customer-oriented phone service
• Participate in Contact Center efforts to:
• comply with organizational quality assurance guidelines and pertinent government regulations including OSHA and HIPAA
• achieve efficiency and productivity goals, as well as reduce costs when possible
• Provide information, assistance, and support for clients facing emotional, family, and/or financial problems related to healthcare; provide assistance to clients needing referral for services related to pre-natal care, adoption services, abortion services, financial assistance, and personal family counseling
• Assist in the care and maintenance of PPIL equipment and efforts to maintain efficient, clean, and comfortable work locations
• Provide PPIL approved information about abortion and other services offered and give regular feedback to Contact Center Management Team regarding training and continuing education needs
• Demonstrate an understanding of and commitment to remain informed about PPIL protocols, policies, and procedures
• Demonstrate an understanding of and commitment to PPIL core values of access, activism, care, confidentiality, diversity, excellence, integrity, respect, self-determination, and stewardship; practice these values in relations with internal and external customers
• Other duties as assigned
  
  
  

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk, and hear. The employee frequently is required to use hands and fingers to handle, type, feel, and reach. The employee must occasionally lift and/or move up to 25 pounds.

Supervisor: Contact Center Manager

Status: Full time. Non-exempt from the overtime provisions of the wage and salary regulations.

Education:

Experience:

Personal & Professional Qualities:

Education

• Completion of an accredited high school program or equivalent required.
• Additional training and/or education in call center, reproductive health, or medical services are desirable
  
  
  

Experience

• Previous professional experience with answering phones and booking appointments is preferred.
  
  
  

Personal and Professional Qualities

• Commitment to the efficient and customer-oriented provision of services, as well as a commitment to the operating goals of Planned Parenthood of Illinois
• Excellent communication skills. Ability to communicate with patients, the public, staff,and volunteers in a courteous, warm, and sensitive manner. Bi-lingual ability in Spanish or other languages common to PPIL patients is helpful
• High energy level, organizational skills, and attention to detail required. Willingness to participate in a team approach to health care
• Ability to work a schedule that may include evening and weekend hours required
• Ability to travel to in-person meetings required
• Must reside and perform work in Illinois
  
  
  

Planned Parenthood works affirmatively to include diversity among its workforce and does not discriminate in the selection of its staff based on factors including but not limited to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, income, marital status or any other characteristic protected under federal, state or local law. We know that BIPOC and women identifying candidates are less likely to apply to jobs unless they meet every requirement. Please do not be deterred if your past experience doesn’t align perfectly with every qualification in the job posting.