PASS Specialist

Planned Parenthood of Greater Ohio; Akron (OH); Hybrid; USD 39,000 - 42,000; Full time

Benefits offered by this job

Paid time off

Paid parental family leave

Medical coverage (90% employer-paid)

Vision coverage

Dental coverage

Life insurance

Disability coverage

401(k) up to 4%

Holidays

Floating holidays

Bilingual differential program

Job summary

Planned Parenthood of Greater Ohio is seeking a PASS Specialist to join our team in a full-time remote capacity serving Akron-area patients. You will respond to calls and messages, assist with appointments, navigate billing questions, and coordinate follow-ups while protecting patient privacy.

The ideal candidate brings healthcare or customer service experience, strong communication, and the ability to manage multiple tasks in a fast-paced setting.

Qualifications

• High school diploma or equivalent.
• Experience in patient support, healthcare customer service, a contact center, care coordination, or a related service-focused role.
• Strong verbal and written communication skills, including the ability to handle sensitive and confidential information appropriately.
• Strong organizational and time-management skills with the ability to manage multiple priorities in a fast-paced environment.
• Comfort using computer-based systems and the ability to learn electronic health records, patient portals, scheduling tools, and billing systems.
• Cultural humility and a demonstrated commitment to reproductive freedom, health equity, and nonjudgmental patient care.
• Ability to work independently while collaborating effectively with clinical teams, administrative staff, and external partners.

Responsibilities

• Respond to inbound and outbound patient communications regarding appointments, services, billing, and care navigation.
• Screen patients for financial assistance and explain available payment and insurance options.
• Process appointment requests and maintain accurate scheduling information.
• Recognize clinical questions and route them to the appropriate medical staff.
• Help support daily Contact Center operations while protecting patient privacy and confidentiality.

Skills

Verbal communication

Written communication

Organization

Time management

Computer literacy

Confidentiality

Independence

Team collaboration

Cultural humility

Bilingual abilities

Education

High school diploma

Tools

Electronic health records

Patient portals

Scheduling systems

Billing platforms

Job description

Job DetailsLevel: EntryJob Location: Remote Associate - Akron, OH 44302Position Type: Full TimeEducation Level: Not SpecifiedSalary Range: $19.00 - $19.00 HourlyTravel Percentage: NegligibleJob Shift: AnyJob Category: Health CarePlanned Parenthood of Greater Ohio is seeking a mission-minded person to join us as a full-time (37.5 per week) PASS Specialist.

Union Status: Bargaining Unit Position

FLSA Status: Hourly, Non-exempt

About the Role

The PASS Specialist is a remote role that provides compassionate and accurate support to patients throughout their experience. This position responds to patient calls and messages, assists with appointment scheduling and billing questions, coordinates follow-up communication, and connects clinical questions with the appropriate medical team member.

The PASS Specialist also maintains accurate patient records, protects confidentiality, and follows organizational and regulatory requirements. This role works closely with clinical and administrative teams to help ensure patients receive timely information and a consistent, supportive experience.

The ideal candidate is a thoughtful and resourceful problem-solver who communicates clearly, stays organized, and is comfortable managing multiple patient needs. Experience in healthcare, customer service, patient access, or a related setting is valuable, and training on our systems and processes will be provided.

Why join our team?

Our Mission

We deliver innovative health care, education, and advocacy no matter what.

Our Core Values

• Accountable: We take responsibility for our actions and decisions
• Adaptable: We embrace change and remain flexible and resilient
• Collaborative: We work together, valuing diverse perspectives
• Kind: We treat everyone with compassion and respect
• Non-judgmental: We create a safe and inclusive environment
• Solution-oriented: We each operate as champions who look for effective solutions to challenges
• Strategic: We approach our work with a clear vision and thoughtful planning

What You’ll Do

Patient Access Support Services

• Respond to inbound and outbound patient communications regarding appointments, services, billing, and care navigation.
• Screen patients for financial assistance and explain available payment and insurance options.
• Process appointment requests and maintain accurate scheduling information.
• Recognize clinical questions and route them to the appropriate medical staff.
• Help support daily Contact Center operations while protecting patient privacy and confidentiality.

Quality, Compliance, and Reporting

• Follow organizational, legal, and regulatory requirements related to patient privacy, safety, documentation, and mandated reporting.
• Participate in required training, quality improvement activities, and internal audits.
• Track navigation and follow-up activities to support program reporting, service improvements, and organizational goals.

Team Collaboration

• Partner with clinical teams, Practice Managers, administrative staff, and community organizations to provide coordinated, patient-centered care.
• Contribute to projects that improve patient access, care coordination, and service delivery.
• Support outreach and program development efforts related to abortion access and patient assistance.
• Participate in relevant internal committees and team initiatives.
• Promote teamwork, shared accountability, and alignment with Planned Parenthood’s mission and “In This Together” values.

Qualifications and Benefits

Required Qualifications

• High school diploma or equivalent.
• Experience in patient support, healthcare customer service, a contact center, care coordination, case management, or a related service-focused role.
• Strong verbal and written communication skills, including the ability to handle sensitive and confidential information appropriately.
• Strong organizational and time-management skills with the ability to manage multiple priorities in a fast-paced environment.
• Comfort using computer-based systems and the ability to learn electronic health records, patient portals, scheduling tools, and billing systems.
• Cultural humility and a demonstrated commitment to reproductive freedom, health equity, and nonjudgmental patient care.
• Ability to work independently while collaborating effectively with clinical teams, administrative staff, and external partners.

Preferred Qualifications

• Experience using electronic health records, patient portals, scheduling systems, or healthcare billing platforms.
• Experience in reproductive healthcare, patient access, medical follow-up, or direct patient communication.
• Experience working in a high-volume contact center or patient service environment.
• Familiarity with reproductive healthcare regulations or public health reporting requirements.
• Bilingual or multilingual communication skills.

What We Offer

• Paid time off
• Paid parental family leave
• Medical coverage, with 90% employer-paid base plans for individual coverage
• Employer-paid vision coverage
• Dental coverage
• Employer-paid life insurance
• Employer-paid accidental death and dismemberment insurance
• Employer-paid short-term and long-term disability coverage
• 401(k) plan with an employer contribution of up to 4%
• Ten paid holidays each year
• Two floating holidays each year
• Financial incentive program for certified bilingual Associates*

Qualified Associates who demonstrate fluency in a needed language, including Spanish, Nepali, or Somali depending on the geographic service area, may receive a $1.00-per-hour differential following successful completion of the language assessment.

Equal Employment Opportunity

PPGOH is an equal opportunity employer. Employment decisions are based on job-related qualifications, experience, performance, and organizational needs. We do not discriminate against any applicant or Associate based on race, color, religion, sex, including pregnancy, sexual orientation, or gender identity, national origin, age, disability, genetic information, military or veteran status, or any other status protected by applicable federal, state, or local law.

We recognize that candidates may not meet every preferred qualification listed. If your skills and experience align with the role, we encourage you to apply.

Reasonable accommodations are available throughout the hiring process