Patient Care Coordinator (Call Center)

Manager: Call Center Manager

Supervises: N/A

FLSA Status: Part Time (22.5 hours per week), Non-Exempt (Hourly)

Salary Grade: 3

Salary Range: $19.10 – $26.73 per hour

Locations: Beverly, MA

ROLE SUMMARY
HealthQ is currently looking for a Patient Care Coordinator (Call Center) to act as the primary point of contact for patients. The call center receives all inbound patient phone calls and text messages. The Patient Care Coordinator is responsible for setting the stage for a positive and supportive experience at HealthQ.

ABILITIES

• Dedication to and have passion for reproductive health, and the achievement of reproductive justice and health equity.
• Excellent verbal and written communication and active listening skills including the ability to communicate effectively with diverse audiences.

SKILLS

• At least two (2) years of experience in customer service.
• High School Diploma or the equivalent in education and closely-related work experience.
• Bilingual in English and Spanish.

RESPONSIBILITIES
Patient Care Coordination

• Answer incoming calls and texts for three health centers promptly and politely.
• Maintain confidentiality and exercise sensitivity and a nonjudgmental manner in dealing with sexuality and sensitive issues with clients.
• Obtain and document patient and appointment information in electronic health record system.
• Utilize and adhere to phone scripts and guidelines for triaging calls/texts.
• Interact with patients/customers courteously and sensitively.
• Contact patients on upcoming schedule lists daily to reduce no shows.
• Conduct verification of insurance benefits and document insurance coverage accordingly.
• Assist patients with HMO plans in obtaining referrals.
• Act as a liaison between patients and financial assistance funds (abortion, gender affirming, etc.); notify the finance department of pledges as confirmed.

Other “nice to have” skills:

• Previous experience in health and human services.

Other important details:
This is position is not benefits eligible. The employee will still accrue 1 hour of sick time for every 30 hours worked.

This position is subject to HealthQ’s vaccine requirement, as permitted by law and subject to reasonable accommodation.

HealthQ is an equal opportunity employer. We believe that diversity of experience, perspectives, and background will lead to a better environment for our employees’ patients. We strongly encourage people of color and members of the LGBTQ community to apply!

HEALTH QUARTERS
Established in 1971, HealthQ is a non-profit organization providing sexual and reproductive health. HealthQ’s mission is to provide exceptional reproductive and sexual health care to all who need it without judgment and without barriers. With convenient locations on Massachusetts’ North Shore and Merrimack Valley, we provide birth control, abortion care, gender-affirming care, STI testing and treatment, HIV testing and referral, and other preventive health services.