We are seeking Bilingual Customer Service Representative (English/Spanish) to join our call center in Houston, TX. In this position, the Bilingual Customer Service Representative _ will provide confidential, quality client services including appointment setting, eligibility and fee assessment, reproductive health care and contraceptive information and associated clerical functions. Exemplifies excellent customer service to clients, visitors, volunteers and co‐workers._
- Answers telephones, makes and confirms appointments appropriately and accurately, both on the phone and in the appointment system for the Family Planning, Teen, Dysplasia and abortion providing clinics.
- Screens clients’ financial status and confirms fee information.
- Makes accurate entries into data system for medical visits and collection of fees. Ensures information is correct in both data system and paperwork including client electronic chart.
- Provides proactive, timely and direct communication in all areas of Call Center operations to Supervisor.
- Provides client information per Planned Parenthood policies and protocols.
- Provides information to callers regarding all Planned Parenthood services, including clinical research studies. Assists with client recruitment for current clinical trials. Proactively helps to "sell" Planned Parenthood services.
- Helps to maintain client records, filing systems (WHP Screening tools) data systems, client logs including abnormal follow‐up, record transfers and Electronic Medical Records (EMR).
- Performs other clerical duties as needed
- Reads, understands and implements policies, procedures and other Call Center information in a timely manner.
- Assists clients with questions intended for physicians/clinicians as needed and accurately records/assigns those questions in EMR.
- Answers inbound phone calls in upwards of over 100 calls daily
- Follow call center guidelines on phone log in and out times
- Directs inbound calls to appropriate destinations/departments/personnel
- Provides accurate information on birth control methods, sexually transmitted diseases, including HIV, pregnancy testing, abortion services and reproductive health care, in response to client questions.
- Accurately give information to women over the phone seeking abortion services regarding "A Woman’s Right to Know" and how to access the TDH website for additional information.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to communicate fluently in Spanish.
- Competitive Salary!
- Health Insurance – Medical, Dental, Vision
- Basic Life & AD&D Coverage (100% Company Paid)
- 401K Plans – Company Matching Available
- Paid Vacation, Sick Leave and Holidays!
- Flexible Spending Accounts
- Cell Phone Discount Plans
- Free Notary Service