Planned Parenthood of the Pacific Southwest is one of the largest providers of sexual and reproductive healthcare in Southern California, operating 20 health centers throughout our three-county region. Check out our new video, "We are Planned Parenthood of the Pacific Southwest” for more information about our organization: https://bit.ly/WeArePPPSW.
Care. No Matter What.
As a Lead Contact Center Representative, you will serve as the subject matter expert to assist Call Center Representatives (CCRs) with difficult questions through quality, efficient and non-judgmental telephone customer service.
In addition, you will assist in providing daily floor support and guidance to CCRs with direction from the management team and provide on-the job training for all new hires.
The ideal candidate for this position will be skilled in training, communication and have thorough knowledge of insurance types. If you are high self-motivated and driven by our mission, apply now!
In this role, you'll get to:
- Maintain thorough knowledge and understanding of the entire PPPSW organization including all reproductive healthcare services and programs in order to answer questions and direct calls correctly and appropriately
- Take complete on-line messages that are detailed, concise, spelled accurately and utilize correct medical terminology
- Responsible for completing on-line appointment requests in a detailed, concise, and accurate manner
- Subject matter expert to assist with CCR difficult calls
- Responsible for on-the-job training for all new Contact Center representatives
- In the absence of the Contact Center -Managers, -Lead CCR will be available as a “supervisor” resource for questions from the CCRs
- Establish an effective working relationship with internal and external customers
- Provide assistance, support and/or peer coaching to team members in an effort to aid in building their skills and ability to meet call management expectations
- Notify the appropriate contact person when issues or problems arise
- Make sound decisions and demonstrate the ability to handle stressful, sensitive, and/or challenging situations appropriately
- Accept, learn from and integrate feedback from knowledgeable persons regarding effectiveness of own communications
What We're Looking For:
- High School Diploma or Equivalent Experience
- 1+ years of experience in a medical office setting
- 2+ years of experience in an office or call center environment
- 1+ years of previous PPPSW CCR experience/Medical Insurance/Healthcare Experience
- Excellent verbal and written communication skills including ability to communicate effectively with staff and patients from diverse backgrounds
- Must have thorough knowledge of insurance types or be willing to learn
- Must be flexible and have the ability to work independently and as part of a team
- Ability to maintain strict confidentiality
- Excellent computer skills with working knowledge of Microsoft Office including Outlook
- Must have willingness and ability to adapt to change including advances in technology
- Ability to enter data quickly and accurately
- Must have excellent attention to details
- Ability to schedule appointments with the correct visit type according to the scheduling guidelines
- Must be willing to work weekends and/or evening hours
- Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction.
Preferred Qualifications:
- Bilingual in English and Spanish preferred
We are the power of Planned Parenthood.
We are Planned Parenthood of the Pacific Southwest, one of the largest and most prominent affiliates of the most iconic health care organization in the world. We are recognized for the wide array of services we provide and the outstanding education we deliver.
We are a prominent and powerful team of health experts who work relentlessly to help our communities sustain their health and well-being. We adhere to the highest standards and protocols as we collaborate and care for people, without judgment.
100 years of advocating for our mission has secured our advancement, our future and our passion for practicing health care.
We are a team you can have fun with and a powerful movement you can be part of. Together we’ll take pride in shaping the future of sexual health and reproductive rights.
For those who feel that purpose is critical to their work, this is a gift.
In This Together.
Planned Parenthood of the Pacific Southwest is an Equal Opportunity Employer.
