Call Center Trainer jobs in Kennewick, WA

Description

Planned Parenthood is on the lookout for the next member of our exceptional Call Center team, where you’d serve as the first point of contact for our patients. This role doesn’t just involve answering phones – on our team, you work directly with patients as a key resource and guide, helping them navigate insurance and payment, troubleshooting barriers, answering questions, connecting them with the critical care and support that’s best for them, and setting the tone for a non-judgmental and supportive experience with us. People who excel in this role are compassionate, proactive, meticulous and organized, comfortable with change, and are motivated by a genuine desire to make a positive, lasting impact in the lives of our patients and community.

This is a full-time position (37.5 hours/week) working Monday-Friday with possibility of some Saturday work, and we offer a few different shift options to balance the needs of our staff with those of our patients. Current days and hours of work are scheduled during Call Center operating hours, Monday through Friday, 8:00 a.m. to 6:00 p.m. 

While this position is remote work flexible, for business reasons we are only considering candidates that reside within the Tri-Cities, WA area.

Being fully vaccinated against COVID-19 is an essential requirement of working at PPGWNI religious and medical exemptions will be considered upon request.  

Requirements

Core Responsibilities

• Provide top-of-the-line customer service to our patients and your colleagues.
• Ensure the patient’s experience is exceptional. Anticipate needs, provide accurate information, help troubleshoot barriers, answer questions, and communicate with compassion and respect.
• Schedule patients for visits over the phone and through the use of the patient portal.
• Answer basic questions about health care services, birth control, abortion, insurance, payment options, and other essential information as needed.
• Maintain patient privacy, including all HIPAA regulations as well as additional organization privacy and security practices.
• Manage communication from multiple people at a time, responding to requests quickly and effectively re-routing people to the individual or team best suited to meet their needs.  

Required Qualifications

• Bilingual in English/Spanish
• Flexible and comfortable with change.
• Customer service focused with a genuine desire to help and support others.
• Ability to empathize and understand how to navigate difficult situations.
• Demonstrated ability to balance efficiency with attention to detail.
• Strong track record of reliability.
• Team-oriented with the ability to collaborate with others to find solutions to problems.
• High-capacity – when needed, you’re able to work at a fast pace and comfortably manage a complex workload.

Bonus Qualifications

• Have used Spanish in a medical setting.  
• Previous experience in a medical setting.
• Schedule flexibility.
• Previous experience with medical records.

All full-time employees have access to perks that include:

• Generous PTO and paid holidays.
• A full benefits package – including medical and dental – with the individual employee’s insurance premiums covered 100%.
• Short and Long Term Disability, Free Basic Life, and Accidental Death and Dismemberment (AD&D).
• 401k retirement plan with up to a 5% employer match
• Additional compensation for staff who pass our internal Spanish competency test.
• Ongoing training and professional development opportunities.

Working at PPGWNI is more than a job. It is an opportunity to help ensure that all Washingtonians have access to affordable, high-quality sexual and reproductive health care and evidence-based education programming so they can lead healthy lives and fulfill their dreams. We approach our work through a reproductive justice lens, seeking to break down the barriers that prevent individuals from accessing the health care and information they need and deserve. If this sounds like somewhere you’d fit in, please apply!

What it’s Like to Work at Planned Parenthood

We understand that excellent patient care starts with staff who feel respected, cared for, and engaged in their work. With that in mind, we constantly work to ensure that staff needs are met and that we are providing a supportive workplace where everyone feels like they belong.

Who We Are and What We Do

PPGWNI is a leading health care provider, educator, and advocate, serving nearly 32,000 adults and teens throughout Central and Eastern Washington and North Idaho annually. For over 50 years, our dedicated staff have been providing every person in our community access to the comprehensive health care services, education programs, and fearless advocacy they need to be healthy and plan their futures. PPGWNI is committed to diversity, equity, and inclusion. We believe we are most impactful when people with a wide range of backgrounds, experiences, and identities come together with common purpose. We encourage candidates from all backgrounds to apply.