Job Details


Requisition Number 19-0010
Title Bilingual (Spanish) Patient Services Associate
Employee Type Full Time
City Minneapolis
State MN
Description

Planned Parenthood North Central States
 

Bilingual (Spanish) Patient Services Associate – Minneapolis MN

 
At Planned Parenthood North Central States (PPNCS), we believe all people deserve the right, the freedom and the opportunity to follow their personal ambitions and choose their own path toward a healthier, more meaningful life. That’s why we protect, promote and provide comprehensive and progressive sexual and reproductive health care for generations of young people and families with empathy, care and respect. We are looking for passionate, dedicated staff who are eager to make positive contributions to their community and to the Planned Parenthood mission.

Under the direct supervision of the Patient Services Assistant Manager and under general supervision of the Patient Services Manager, Bilingual Patient Services Associates provide the highest level of customer service to all patients and customers who contact the Patient Services, while demonstrating respect and integrity in all interactions. Patient Services utilizes a team approach and works cooperatively to ensure that all calls are answered in a timely manner and demonstrate the highest level of service, compassion, empathy and dignity to all patients and customers. Patient Services Associates spend about 80% of their time answering inbound calls.
 

Responsibilities

Responsibilities include, but are not limited to:

  • Greet callers in a friendly and courteous manner that demonstrates a high level of commitment to achieving our mission.
  • Provide information in a non-directive, non-judgmental manner to all callers. 
  • Works with Patient Services and clinic teams to meet established productivity standards for patient numbers, quality and customer service.
  • Refrain from interjecting personal opinions or counseling patients.
  • Accurately identify caller’s needs in order to schedule an appointment or provide information as needed.
  • Utilize technological resources to accurately schedule patients.
  • Collect and verify all necessary demographic information for all new and returning callers.
  • Collect and verify insurance information and/or review funding sources for patients.
  • Collect or review patient income information in order to quote pricing for services.
  • Review appropriate instructions for appointment preparation.
  • Provides accurate information on all services including birth control, abortion care and other preventative services.
  • Triage medical calls/questions to appropriate medical personnel.
  • Triage all other calls to appropriate departments and personnel as necessary.
  • Identify and escalate priority issues to Patient Services Leads and Patient Services Management.
  • Support the department by performing additional duties including but not limited to: online appointment requests, reschedule calls, confirmation calls, returned mail, and other projects etc.
  • Manage email account to stay up to date on all relevant information and process updates.
  • Interpret for callers who do not speak and understand English as their preferred language.
    • Will maintain confidentiality of all assignment-related information. 
    • Will select the language and mode of interpretation that most accurately conveys the content and spirit of the messages over the phone. 
    • Refrain from interjecting personal opinions or counsel patients. Interpreters will not engage in interpretations that relate to issues outside the provision of health care services. 
    • Interpreters will engage in patient advocacy and in the intercultural mediation role of explaining cultural differences/practices to health care providers and patients only when appropriate and necessary for communication purposes, using professional judgment. 
    • Tactfully use skillful, unobtrusive interventions so as not to interfere with the flow of communication in the scheduling and information process. 
    • Keep abreast of their evolving languages.  Participate in continuing education programs that develop interpreter skill and delivery of culturally and linguistically competent care as available

 
Planned Parenthood North Central States supports people of all ages in making responsible choices and planning their futures.  We are an organization committed to creating and fostering an environment that leads to engaged employees, and we believe engaged employees results in satisfied customers and exceptional experiences. When you work for Planned Parenthood you make a difference in the lives of those we serve by affirming the human right to reproductive health and freedom.

Planned Parenthood is committed to hiring and fostering a diverse, equitable, and inclusive workforce that effectively employs the skills and talents of all employees in our organization. All applicants will receive consideration regardless of their race, color, creed, sex, gender identity or gender expression, national origin, age, veteran status, marital status, religion, sexual orientation, size, disability, socioeconomic status or status with regard to public assistance.  We encourage diverse candidates to apply for this position. AA/EEO

Work Hours

Full-time 40 hours/week. Shifts include rotating evenings and weekends.

Call Center Hours
Monday – Friday 8am – 9pm
Saturday 8am – 6pm
Sunday 10am – 6pm

This position is eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, long-term disability, life insurance, PTO, extended illness leave, volunteer time off, paid holidays, and 403(b) retirement plan.

Requirements

Required Qualifications

  • High school Diploma
  • Proficient in 1 or more languages, with experience interpreting in a medical setting preferred. 
  • Successful passing of PPNCS Bilingual Certification Assessment
  • 1-2 years customer service experience
  • Ability to practice active listening skills and to work with patients from diverse backgrounds
  • Attention to detail and accuracy
  • Ability to maintain confidentiality
  • Strong organizational skills
  • Demonstrates adaptability, including ability to change communication style according to the needs of the audience and the situation  
  • Excellent customer service skills including anticipating additional needs of the customer beyond their current use of services or initial reason for calling
  • Excellent teamwork skills

Preferred Qualifications

  • Experience in health care setting or call center
  • Computer skills, data entry, patient database experience, ability to work in multiple systems at the same time
  • Women’s Studies or public health major

Any job offer will be contingent upon the results of an updated background investigation.

  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
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