Patient Services Associate I – Minneapolis, MN

Planned Parenthood North Central StatesIowa, Minnesota, Nebraska, North Dakota, South DakotaPatient Services Associate I – Minneapolis, MNPay: The anticipated salary range for this position is $19-$23 per hour, depending on experience and qualifications. Compensation is determined based on a variety of factors, including relevant work experience, the skills required for the role, internal equity, market competitiveness, and budget considerations. We are committed to ensuring fair and competitive pay for all employees.Schedule: Full-time, 40 hours per weekShift times: Primarily Monday – Friday with a start time between 8am – 10am. Rotating evening shifts ending at 8pm, and rotating weekend shifts 1-2 times per month. Hours flexed the following week if more than 40 hrs. worked one week.Location: Hybrid work schedule. Work remote and 2-3 days/week from Planned Parenthood Minneapolis.Job type: Non-ExemptUnion Membership: This position is represented by SEIU.Questions? Contact Jobs@ppncs.org.Job SummaryUnder the direct supervision of the Patient Services Manager and general supervision of the Patient Services Senior Manager, the Patient Services Associate I will provide the highest level of customer service, while demonstrating respect, integrity, compassion and dignity to all patients and customers. The Associate I will use a team approach and work cooperatively to ensure all calls and voicemails are answered in a timely manner. Patient Services Associate I’s spend about 85% of their time answering inbound calls and voicemails. Patient Services Associates are advocates in implementing our mission of “Advancing and protecting sexual and reproductive healthcare for all.” They may perform other related duties as assigned.Benefits And PerksWe offer a comprehensive benefits package, including: Medical, Dental & Vision Insurance with equity-based premium tiersFree, virtual primary care for all employees enrolled in a medical plan:NICE HEALTHCARE. A free, virtual primary care for entire household (in-home available for qualifying locations). Services include: 80 free labs, free x-rays, and physical tests, live, virtual physical therapy, 550+ free medications and more!HealthiestYou – Virtual Care for employees outside of NICE Healthcare’s network.Proximal Health – Helps members access high quality, cost-effective, providers for certain services and offers $1,500 tax free benefit when members choose a designated provider for eligible servicesEmployee Assistance ProgramContinued Education Reimbursement: up to $500 per year & 2 paid CEU days.Flex Spending AccountLife InsuranceEligibility for Federal Student Loan ForgivenessPaid time off: PTO starting at .05769 accrual rate per hour worked.8 hours volunteer paid time off annually.8 paid federal holidays & 2 paid floating holidays.Retirement: 403(b) with employer match, 50% for the first 6% deferred8 weeks Paid Parental LeavePet InsuranceBereavement LeaveEarned Extended LeaveFree subscription to Headspace AppTime off to vote.Employee discounts for electronics, appliances, hotels, gift cards, apparel, cars, fitness memberships, groceries, and at Office Depot, Verizon, AT&T, Dell & more.We Also OfferStart date flexibility.Minimum Qualifications3+ years fast-paced customer experienceExperience with problem-solving through effective communication in customer interactionsTechnology skills, including typing skills, the ability to navigate multiple computer programs and websites at onceCustomer ServiceYour Day-to-Day Responsibilities: Greet all callers professionallyProvide information to all callers in a non-directive, non-judgmental mannerOffer options and information based on the specific caller’s situation and needs without interjecting personal opinions or counseling callersAccurately identify the reason for each callEffectively communicate verbally and in writing (i.e. email, instant messaging)Work collaboratively with interpreters to serve callers whose preferred language is not EnglishCall Handling – Patient Interactions: Registration and Financial Interview:Comply with protocols and workflows to accurately collect demographic information for new patients and register them in the electronic medical record systemComply with protocols and workflows to verify patient/caller identities for established patients and update demographic info as appropriateAccurately assess patient eligibility for multiple funding sourcesCollect and enter in electronic medical record system and verify all required insurance informationEducate patients on basic insurance information and practicesCollect income and household size; document in electronic medical record systemQuote patients a cost for services requested and effectively communicate payment requirements and policiesAppointment Scheduling – Abortion Care ServicesSchedule abortion care appointments for clinics in Minnesota, Iowa and NebraskaMaintain a comprehensive knowledge base on and comply with abortion care laws, regulations and protocols for the four states listed above, including additional laws for minor individuals seeking servicesEducate patients on the legal requirements for their stateComplete basic medical intake and determine which procedure(s) patients are eligible forExplain procedure options to patientsFully prepare patients for their appointment by providing all relevant financial information and appointment instructionsAppointment Scheduling – Family Planning Services Schedule family planning appointments for clinics in Minnesota, South Dakota, Iowa and NebraskaMaintain a comprehensive knowledge base on and comply with family planning laws, regulations and protocols in for the four states listed above, including additional laws for minor individuals seeking servicesUse the Patient Services Knowledge Base System (KBS) to accurately schedule patients at the most appropriate health center based on:Service desiredInsurance statusEligibility for fundingPatient circumstancesFully prepare patients for their appointment by providing all relevant financial information and appointment instructionsGeneral Patient Inquiries Identify medical questions or needs and accurately route patients to appropriate medical staffReview normal sexually transmitted infection test resultsMaintain patient privacy by correctly verifying identities of third party callers and complying with all PPNCS protocols and state and federal laws when disclosing or confirming patient informationProvide comprehensive and accurate information relating to all services and options available to patients including but not limited to:Medical records processesRefillsPatient portalOnline appointment schedulingCall Handling – All Other InteractionsUse Patient Services KBS to correctly triage callers to the most appropriate administrative department or personMaintain a basic knowledge of PPNCS’ organizational structure to efficiently identify the best administrative contact for callersComply with PPNCS protocols for verifying or confirming staff identitiesProvide referral information to callers seeking services outside of PPNCS’ scopeIdentify suspicious or threatening individuals and comply with all Patient Services, PPNCS and Planned Parenthood Federation of America (PPFA) protocols and guidelines for interacting with and reporting such individualsAdditional TasksAudit and verify insurance for appointments scheduled through online platformsProcess appointment requests and patient inquiries sent through the Patient PortalMake outbound appointment confirmation callsMake outbound follow-up calls for missed appointmentsProcess returned patient statementsProcess duplicate patient chartsProcess invalid patient e-mail addressesOther projects and tasks as assigned based on needGeneral ResponsibilitiesIdentify and escalate priority issues to Patient Services Leadership teamMaintain competency with all platforms used for daily tasksPromptly and accurately report technology issuesMaintain a flexible work schedule to fill shifts based on coverage needs which will include days, afternoons, evenings, and weekendsAbout UsAt 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 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. To learn more: Our Mission.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 an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to 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 regarding public assistance. Planned Parenthood is committed to encouraging and promoting diversity as well as providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Planned Parenthood is dedicated to an equitable and inclusive work environment and encourages all interested candidates to apply regardless of initial skill set.Any job offer will be contingent upon the results of a background investigation.*This position is included in the SEIU bargaining unit, and depending on state law, requires union dues be deducted from employee paychecks in an amount up to 2.25% of gross pay.