Patient Access Liaison Remote

Planned Parenthood Gulf Coast; San Antonio (TX); Remote; USD 10,000 - 60,000; Full time

Job summary

Join a forward-thinking organization dedicated to women's health as a Patient Access Liaison. In this remote role, you'll provide exemplary access to healthcare through various communication channels, ensuring a supportive and empathetic environment. Your responsibilities will include managing patient inquiries, scheduling appointments, and maintaining accurate records, all while adhering to HIPAA guidelines. This position offers a unique opportunity to contribute to a mission-driven organization that values diversity and inclusion, providing essential services to individuals and families. If you're passionate about making a difference in healthcare, this role is perfect for you.

Qualifications

• Experience in customer service, especially in a phone-based environment.
• Bilingual abilities in English and Spanish are advantageous.

Responsibilities

• Manage large volumes of inbound and outbound calls promptly.
• Provide accurate information about appointment scheduling.
• Document all communication in EMR accurately.

Skills

Customer Service

Empathy

Communication Skills

Problem-Solving

Bilingual (English/Spanish)

Education

High School Diploma/GED

Tools

EMR Systems

Microsoft Outlook

Job description

Salary: $16.50/hr - Remote Position

Due to operational needs, Patient Access Liaisons should reside in any of the following Texas metropolitan areas: Edinburg, El Paso, Laredo, Lubbock, or San Antonio.

Planned Parenthood Gulf Coast (PPGC) is the nation's leading women's health care provider, educator, and advocate, serving women, men, teens, and families. For over 100 years, PPGC has done more than any other organization in the United States to improve women's health and safety, prevent unintended pregnancies, and advance the right and ability of individuals and families to make informed and responsible health care decisions.

Summary

Responsible for providing patients with a full range of exemplary access to healthcare via telephone, fax, email, web portal, chat, all online support systems, and electronic medical record systems in a remote work environment, while demonstrating an “In This Together” workplace culture. Patient Access Liaisons serve as the initial contact point for various services, practicing empathy, acting with urgency and reliability, actively listening, maintaining positive attitudes, exhibiting patience and excellent phone etiquette, and actively seeking to improve patient relations.

Essential Functions

We Tend to the Team:

• Adhere to attendance requirements
• Follow guidelines for work schedule adherence, including answering inbound calls, wrapping up calls appropriately, meeting or exceeding call quality goals, and script adherence
• Make and encourage positive connections with team members, patients, and callers
• Contribute to team and organizational success in meeting goals
• Maintain a professional online/video appearance
• Work 2–3 weekends per month and evenings as needed
• Occasional travel to the corporate office for meetings or training

We Respect and Honor All People:

• Communicate respectfully and empathically across diverse cultural environments
• Understand and accept diverse perspectives, working to resolve differences
• Establish and maintain positive relationships with departments and patients
• Perform other duties as assigned, with accommodations for disabilities as appropriate

We Jump In:

• Manage large volumes of inbound and outbound calls promptly, providing accurate information about appointment scheduling, including abortion navigation, clinical research, family planning, primary care, gender-affirming care, and other services
• Provide patients with solutions and direct calls appropriately
• Confirm, reschedule, and follow up on appointments
• Document all communication in EMR accurately and consistently
• Handle tasks via email, chat, and web portal, including appointment requests, inquiries, prescription refills, fax routing, and patient work-queues
• Perform other duties as assigned

We Try and We Learn:

• Accept feedback and participate in training and skill development opportunities
• Take responsibility and accountability for performance

We Care for Our Business:

• Follow HIPAA guidelines and regulations
• Assess patient financial status and eligibility for programs
• Provide accurate fee estimates and verify Medicaid eligibility
• Maintain confidentiality at all times

We Return to Our Mission:

• Remain committed to providing high-quality care
• Prioritize reconnecting with the organization’s mission during challenges
• Resolve or escalate issues appropriately
• Deliver high-quality service to enhance patient experience

Competencies

Core competencies include computer skills, empathy, customer service, dependability, diversity, ethics, initiative, interpersonal and communication skills, professionalism, teamwork, adaptability, problem-solving, technical skills, judgment, planning, and innovation.

Qualifications

High school diploma/GED required. Experience in customer service, especially in a phone-based environment, is preferred. Bilingual abilities in English and Spanish are advantageous.

Additional Requirements

• Intermediate to advanced computer skills, including typing 30+ WPM, Outlook, and EMR experience preferred
• Physical ability to perform job duties, including prolonged computer use and occasional lifting up to 25 pounds
• Work environment is mostly office-based with moderate noise levels
• Remote work setup includes specific equipment and workspace requirements, with security and safety protocols in place

Planned Parenthood is an equal opportunity employer and does not discriminate based on race, color, national origin, ethnicity, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability, pregnancy, or other protected categories.