Patient Access Center Associate

Planned Parenthood Southeast; Atlanta (GA); On-site; USD 23,000 - 32,000; Full time

Job summary

Planned Parenthood Southeast is hiring a Patient Access Associate in Georgia. This role supports the Patient Access Center by delivering professional, compassionate service, answering questions, educating patients, scheduling appointments, and guiding patients through financial assistance options.

Responsibilities include confirming clinic availability, providing pre-appointment instructions, and guiding patients through required notices for abortion services as mandated by state laws.

Qualifications

• High school diploma; college or other post-secondary education preferred.
• Prefer 2+ years in healthcare or customer service.
• Excellent communication and telephone skills.
• Able to use Google and Windows environments (G Suite, MS Office).

Responsibilities

• Schedule appointments per protocol for PPSE health services.
• Provide pre-appointment instructions and refer to forms on PPSE site.
• Ensure appointments align with clinic/provider availability.
• Educate patients about services and care options.
• Screen for abortion eligibility per GA/state laws and give required notices.
• Identify accessibility needs and arrange accommodations as needed.
• Assist in determining eligibility for financial assistance.

Skills

Communication skills

Phone skills

G Suite & Windows

Family planning

Healthcare experience

Education

High school diploma or equivalent

Post-secondary education preferred

Job description

JOB TITLE: Patient Access Associate

REPORTS TO: Manager of Patient Access

CLASSIFICATION: Exempt

SALARY: 20/hr

Summary

The Patient Access Associate creates a positive first impression with patients by providing professional, efficient, and caring service within the Patient Access Center. The Patient Access Associate answers patient questions, provides patient education and counseling, schedules appointments, provides pre-appointment instructions, takes messages for health centers, makes referrals, and screens patients for financial assistance.

Essential Responsibilities

• Schedule appointments as per protocol for all PPSE health services
• Provide clients with pre-appointment instructions and refer them to the PPSE website to download appropriate forms
• Ensure that appointments scheduled coincide with clinic and provider availability
• Provide patients with education and counseling regarding services and options for care
• Screen callers for eligibility to receive abortion services per state and federal laws and provide the state-required 24-hour notice (GA) and parental notice information for abortion appointments
• Determine and discuss any special accommodations needed by the client, including but not limited to an interpreter and an accessible exam table for people with disabilities, etc
• Assist the client in assessing the need for financial assistance and accessing financial assistance if the patient is eligible
• Provide information within parameters for department policies and protocols as well as state and federal law

Patient Access and Scheduling

• Schedule appointments as per protocol for all PPSE health services
• Provide clients with pre-appointment instructions and refer them to the PPSE website to download appropriate forms
• Ensure that appointments scheduled coincide with clinic and provider availability
• Provide patients with education and counseling regarding services and options for care
• Screen callers for eligibility to receive abortion services per state and federal laws and provide the state-required 24-hour notice (GA) and parental notice information for abortion appointments
• Determine and discuss any special accommodations needed by the client, including but not limited to an interpreter and an accessible exam table for people with disabilities, etc
• Assist the client in assessing the need for financial assistance and accessing financial assistance if the patient is eligible
• Provide information within parameters for department policies and protocols as well as state and federal law

Call Management

• Ensure sensitivity, professionalism, and quality on all customer calls
• Manage a high volume of calls and accurately input patient data into the NextGen system
• Appropriately screen and direct callers requiring immediate medical assistance
• Maintain a sensitive demeanor with all callers; handle complaints calmly and professionally, and refer unresolved complaints to a supervisor or Health Center Manager, in addition to recording the complaint in the appropriate forms
• Provide information about all services provided and offer referrals when appropriate

Other Key Responsibilities:

• Exercise sensitivity and a nonjudgmental manner in dealing with sexuality and sensitive issues with patients
• Assist with the daily collection of required data and calculate statistics as requested
• Complete documentation for medical records when providing any relevant clinical information
• Other duties as required

Qualifications

• High school diploma. College or other post-secondary education preferred
• Preferred: 2+ years of healthcare and/or customer service experience

Skills

• Excellent communication and telephone skills
• Proficient skills in the Google and Windows environments, including Microsoft Office and Google Suite
• Must have some prior knowledge of family planning services and/or reproductive health care
• Outstanding customer service skills

Physical Demands

• Ability to sit and answer phone calls for extended periods

Languages Spoken

• English required

Essential Characteristics

• Professional and compassionate demeanor
• Ability to provide/support the provision of objective information to women about all the options available to them (abortion, adoption, or parenting) in the event of an unintended pregnancy

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.