Caller Job Description Sample
Business Development Cold Caller (Client Associate)
The Business Development Cold Caller is responsible for contacting prospective clients to generate interest in setting appointments for one of the largest Financial Services team in the Woodlands. Must be able to deliver a clear and consistent message to develop interest with executives at various Oil and Gas Companies. The ideal candidate is a talented communicator who can balance scripted parts of the call with interpersonal skills and critical thinking.
Essential Duties and Responsibilities:
Tasked with prospecting new clients through cold calling
A script and lead list will be provided.
Perform follow up such as sending out marketing literature and scheduling appointments for Senior VP
Responsible for generating attendance for seminars via calling efforts
Work cooperatively with the business development team to present a cohesive and smooth sales process
Ability to work effectively and professionally with employees at all levels of a Corporate organization
Must have Strong Verbal and Written Communication Skills
Must have Strong Organizational and Time Management Skills
Must be a Self-Starter
Prior telemarketing experience a plus
Flexible Part-time schedule - Monday through Friday during the hours of 8 to 4:30 not to exceed 19 hours/wk
General Job Description:
The Client Associate (CA) role is a sales support position, typically providing dedicated operational and sales support to multiple Financial Advisors (FA's). Incumbents may also on a regular basis support office initiatives, in addition to the businesses of particular FA's. For established clients, the CA will often serve as the most frequent point of contact with Merrill Lynch. Fully or partially paid by the FA.
Please be advised that under current company policy, Merrill Lynch does not sponsor a visa petition or other work authorization, nor will the company provide relocation assistance, for this position.
Posting Date: 06/27/2018
Location: The Woodlands, TX, 9595 SIX PINES DR (TX6595), - United States
Full / Part-time: Part time
Hours Per Week: 19.5
Shift: 1st shift
Summer Ministry Partner Student Caller (Student)
POSITION SUMMARY: Build positive relationships with existing and potential ministry partners through telephone call interactions.
Summer Hours: 20 hours a week in the afternoon
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Initiate telephone calls to donors for the purpose of saying "thank you" for donating
Initiate telephone calls after a mailing has been sent to request or confirm participation at a home meeting, reunions or other BJU event
Initiate telephone calls to donors after an appeal has been sent to ask for their continued financial participation
Record purpose and outcome of call in InfoMan as well as call log
Follow-up by sending information via email or letter when information is requested as a result of a phone call
Other office duties as assigned
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
Must be enrolled as a student at Bob Jones University
Knowledge of modern office practices and procedures and an ability to maintain a high level of accuracy
Dependable, motivated and enthusiastic character
Excellent interpersonal and telephone communication skills
Basic knowledge of Microsoft Word and Excel
Donor Outreach Coordinator II - Platelet Caller
Under direct supervision, this position is responsible for achieving goals for recruiting current, lapsed and potential donors by phone, and scheduling them to donate at an in-center location or area blood drive; focusing primarily on platelet donors.
LOCATION: Spokane, WA.
SCHEDULE: 40 hours per week, non-exempt, Mon-Fri, day shift. Full benefits package!
DUTIES AND RESPONSIBILITIES:
Performs all assigned duties in compliance with internal SOPs and external regulations. Brings compliance issues to the attention of management.
Assures quality customer service to all customers.
Maintains good attendance and punctuality per the absence policy.
Performs all duties required of a Donor Outreach Coordinator I.
Supports multiple Blood Centers and/or recruitment for additional blood products through advanced center/product knowledge.
Serves as subject expert for less experienced staff.
Performs basic clerical duties (e.g., back up for administrative assistant, working the front desk).
Provides support to Call Floor Leader as requested.
Assists with training Donor Outreach Coordinators I who are new to the position and/or type of calling (i.e., conversion, platelet, and recognition).
Handles incoming calls from donors; may respond to donor eligibility questions.
Is responsible for specialty calling (e.g. conversion, platelet, and recognition).
Performs all other duties, at the discretion of management, as assigned.
High school graduate or GED preferred.
Six months related experience required.
Must possess the skills and abilities to successfully perform all assigned duties and responsibilities.
Must be able to maintain confidentiality.
Effective oral and written communication skills.
Must be able to work flexible shifts.
Must have good customer service and interpersonal skills.
Must be able to read and comprehend written procedures and instructions.
Our organization is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to firstname.lastname@example.org or call 1-844-220-2612 to let us know the nature of your request.
A representative will respond to accommodation requests within two business days. Please note that this email/phone number is for medical/disability accommodations only and any other inquiries will not receive a response.
For more EEO information about applicant rights click here
For information about Pay Transparency rights click here
Our organization participates in E-Verify, for more information click here
All candidates who receive a conditional written offer of employment will be required to undergo a pre-employment drug test in accordance with the Company's established guidelines.
All candidates who receive a conditional written offer of employment will be required to undergo a pre-employment drug test in accordance with the Company's established guidelines
Check Caller Expeditor
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
Marriott Hotels, Marriott International's flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first.
Because if you're happy, our guests will be happy. It's as simple as that. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy a true camaraderie with a diverse group of co-workers.
JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment™.
Communicate any assistance needed during busy periods to the Chef to ensure optimum service to guests. Ensure the quality of the food items and notify manager if a product does not meet specifications.
Set-up and break down work station. Ensure proper portion, arrangement, and food garnish to be served. Serve food in proper portions onto proper receptacle.
Ensure food storage areas are clean. Dispose of glass in the proper containers. Set up serving stations. Wash and disinfect kitchen area, tables, tools, knives, and equipment.
Follow all company and safety and security policies and procedures; report maintenance needs, accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
Speak with others using clear and professional language. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs.
Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
Commission Based, No Sales, Survey Callers
This is a truly unique work-from-home opportunity. You set your own hours.
Login to our online portal, make phone calls to home owners and ask a few survey questions then submit the form online to us. If that call results in a successful business transaction for us, you will receive between $150 and $350. Work at your own pace - do as many or as little as you want.
We simply want to see some progress. There is a potential that this position could turn in to a paid/per call position for the right person. That is our goal and should be yours as well.
This would be our preference. You will NOT be selling anything. You are simply gathering some information about their property, completing a confidential survey, and then you are done with that task.
To start, this is an independent contractor position and commission based only. This is a great opportunity to get your feet wet as a work-from-home professional virtual assistant. You will receive mentorship and coaching from one of the country's leading executive virtual assistance coaches - at no cost to you.
We provide the script and the training. You provide the service.
Must have a strong internet connection.
Must have either internet-based phone such as Skype or Ring Central or other phone to use.
We prefer those who can make the call utilizing a head-set microphone from their computer with the ability to have multiple windows open.
Can be PC or MAC user. Chrome browser is the preferred browser for this task.
Must have a quiet working atmosphere when making these calls.
Must be American-based worker and able to prove you can work in the United States.
This is a 1099-position and you will be responsible for paying your own taxes on any income made with us.
Work from any continental United States time zone.
Contact us today and set up a phone interview.
Financial Service Representative
Job Title: Financial Service Representative
Department: Financial Services
Reports To: Manager, Financial Services Department
Service a banking transaction on behalf of a credit union or bank by accessing sensitive information and completing/recording the transaction in software.
The key functions of a Financial Service Representative are: view balances and history for checking/savings and other deposit accounts as well as loan accounts, transfer funds, view and explain why funds are on hold and/or when they will be released, re-order new checks, and provide deposit and general loan rates. Typically a Financial Service Representative will answer approximately 10-12 inbound calls per hour.
Essential Duties and Responsibilities include the following (other duties may be assigned).
Provide WOW Caller Service
- The caller is providing sensitive information. We need to be patient, get excited or show empathy, but most importantly be engaged in the conversation.
Strive for High Accuracy/Quality
- This position requires an astonishing knack for details. Due to the nature of sensitive information our interactions need to be processed with high accuracy.
An extremely important piece of the process is to carefully verify a caller's identity through asking a series of questions and closely listening to the caller's responses. The verification process will typically incorporate questions only the account holder would have knowledge of.
Provide Value to Our Client – We provide world-class caller-service 24 hours a day, 7 days a week. With LSI as a business partner a credit union/bank will have more hours to meet their caller needs.
Since we are there when the financial institution is closed, this improves caller satisfaction allowing the credit union/bank to focus on the growth of their financial institution. The happy customer will likely be a repeat customer, building a longer-lasting relationship!
- The caller may be pleasantly surprised when we are able to identify an additional product(s) or service(s) the credit union/bank offers which may save them time and/or money. We need to be on the lookout for these opportunities! This is a win-win for the caller and our client!
An individual should demonstrate the following competencies (in no particular order of importance--they are all important):
- None of our competitors service a banking transaction like we do. Our motto is we treat their callers better than they do. We are a constantly changing environment always looking to improve our craft.
- We are looking for individuals that have the ability to meet our strict schedule adherence policies including having limited unscheduled absences. We schedule for hundreds of thousands of interactions a month.
We have a full-time person dedicated to making sure we have the right number of employees staffed at the right times for the right days. If employees aren't working their scheduled days/times it means their co-workers may have an increased workload since they weren't here to answer their share of the interactions. Also, if employees aren't working their scheduled hours/shifts we could have an increased number of calls abandon which decreases our revenue opportunities.
- Good communication is key. We service banking transactions for over 60 different financial institutions all with their own policies.
It's important to be able to read and accurately interpret written information; as well as relay information the caller may need based on the requested transaction. As a Service Representative, employees' are handling sensitive transactions such as transferring money or reviewing why a checking account is overdrawn which can be an emotional transaction for the caller. It's important to take the time to have a clear understanding of the situation and focus on resolving any issues in a polite and positive manner.
Critical Thinker – Possess the skills to gather and analyze the right information skillfully using your experience & problem solving skills to complement the service transaction.
- Our goal is to continuously train our staff to improve his/her skills to prepare them for additional challenges. Employees need to take initiative to participate in self-development activities and seeks to pursue training and development opportunities to strive to continuously build their knowledge and skills.
- Integrity is of utmost importance - it's about doing the right thing, all of the time. We are an employee-owned company and every individual's decisions will have an impact on the success of the company.
- While we are competitive and really yearn to assist the callers with their banking transaction, we are a team. Each of us has strengths and skills to share.
Our staff will be here to help you along the way to provide feedback, share ideas, tips and suggestions. We have a collaborative culture so it's important for you to share your ideas as well. Always remember to strive to be the best individual you can be.
The better we are as an individual's, the better the team. This provides the foundation for LSI to be a successful employee-owned company.
Time Management Skills
- Employees are eligible to earn monthly incentives in addition to their hourly wage. One of the key elements of earning incentives is productivity.
Are you determined to earn the highest annual wage you can? The most successful employee has a high sense of urgency and determination to be effective and complete a transaction efficiently. Being aware of the time spent on a call is also key to a financially healthy organization.
Education and/or Experience
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Ability to read, write and comprehend simple instructions, short correspondence, and memos. We are always looking for individuals fluent in other languages!
During the service transaction process we are frequently working with dollars and cents using addition and subtraction particularly when a caller has an inquiry regarding their checking/savings account. Occasionally we may need to use multiplication or division if the caller has an inquiry regarding a loan payoff.
Type approximately 35 net words per minute.
Our contact center is open 24 hours a day 7 days a week - more hours to serve our client's needs creates a variety of schedule options for our staff based on our business needs.
This career opportunity does not have supervisory responsibilities, but when we are looking to fill a supervisory position you bet we'll be looking at you to step-up to the challenge....99% of job postings are filled with employees from within the organization.
Physical Demands/Work Environment
While performing the duties of this position, the employee is regularly required to sit; use a keyboard, and talk to callers via a hands free head set. The noise level in the contact center is usually moderate, but at times there could be 100 employees on interactions.
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job
LSI is a drug-free environment.
Biola Fund Student Initiatives Coordinator
Biola Fund Student Initiatives Coordinator
The Biola Fund Student Initiatives Coordinator is a member of the Annual Giving team which is responsible for developing, planning and implementing a comprehensive Annual Giving program that will increase participation and financial support to Biola University through the Biola Fund. This position works in an environment dedicated to advancing the mission of Annual Giving at Biola University. The Biola Fund Student Initiatives Coordinator provides management to the Biola Connect Team (Biola's student calling program) and leadership to student philanthropic initiatives as they relate to the Biola Fund. This position plays a strategic role in the Biola Fund's effort to build a culture of stewardship and engagement among the Biola Community.
Essential Job Functions and
Hire, train, supervise, and steward roughly 30 student callers per semester (fall, spring & summer).
Ensure all student employees (supervisors and callers) are trained to the highest level on Wilson Bennet's platform and on internal communication standards. Updating and developing training materials as necessary.
Supervise calling shifts, including managing student supervisors on four week day shifts M-Th, and Saturday shifts 1-2 times a month. Be present for duration of one call shift per week–rotating throughout the month, and lead weekly supervisor meeting.
Organize Biola Connect Call schedule to maximize call center availability and student schedules. This includes assigning student supervisors.
Conduct student employee reviews, providing feedback to improve caller and supervisor performance.
Create semester fundraising goals in coordination with the Assistant Director of Annual Giving as well as bi-weekly individual caller fundraising goals in coordination with student supervisors.
Troubleshoot software complications and, working alongside Advancement Business Systems Analyst, act as liaison between Biola Connect and Wilson Bennett.
Write and design call scripts for each new constituent segment. Assign callers to segments nightly based on reviews and performance of each individual caller.
Generate pledge mailings on a bi-weekly basis.
Develop and oversee pledge fulfillment process. Ie. mailman reports, pledge mailing and reminder communications in email, mail and phone for both specified and unspecified pledges.
Work in conjunction with Advancement Services to export and import all data lists.
Provide status reports on all Phonathon segments and calling pools at weekly meetings.
Generate pledge reports and prospect selections including creation of reports that provide analysis and evaluation of program results.
Perform monthly caller evaluation.
Perform semester reports and Fiscal Year End comprehensive reports to analyze call center effectiveness.
Develop reward, acknowledgement and promotion efforts to acknowledge high achieving callers and to attract returning callers.
Continue to cultivate a positive environment for callers by orchestrating periodic evening snacks and routine Saturday breakfast/snacks for callers as well as the celebratory team dinner each semester.
Champion the development of a student philanthropy council in coordination with the Assistant Director of Annual Giving and the Alumni Department.
With the involvement of the student philanthropy council and in coordination with Assistant Director of Annual Giving and the Alumni Department, plan, implement and launch and evaluate a student stewardship program. This program will seek to educate and generate student awareness of the role philanthropy and stewardship play at Biola.
Develop relationships with both Student Alumni Association, SGA and SGA Gives to combine efforts with Biola Connect in philanthropic initiatives such as Biola's Giving Days, Tag days, donor appreciation initiatives, etc.
Demonstrates a personal commitment to the Christian faith.
Holds personal theological beliefs that are in agreement with the Biola Doctrinal Statement. Maintain a lifestyle consistent with sound Christian principles and standards of conduct promulgated by the institution.
Previous experience working with a phonathon required.
Bachelor's degree required.
Must demonstrate strong verbal and written communication skills and ability to maintain confidentiality.
Ability to articulate the purposes and goals of higher education.
Is committed to Biola and supports its goals in ministry and development.
A willingness to work evenings, and some weekends.
Demonstrates the ability and strong desire to cultivate, solicit and manage student volunteers.
Can work well in a team environment with a diverse group of individuals and is committed to helping the team succeed; shows flexibility in the workplace.
Ability to prioritize multiple tasks, manage workflow to hit key deadlines, and remain calm and professional while under stress or pressure.
Strength in utilizing Word, Excel, and other computer programs.
Preferred experience with Raiser's Edge and/or Blackbaud products
Ability to supervise team of student workers.
Excellent interpersonal skills and ability to work effectively and professionally with a wide variety of individuals at all levels.
Assistant Director of Annual Giving
Hours Per Week: 20-24
Months Per Year: 12
Earthjustice is the premier nonprofit environmental law organization. We take on the biggest, most precedent-setting cases across the country. We wield the power of law and the strength of partnership to protect people's health; to preserve magnificent places and wildlife; to advance clean energy; and to combat climate change. We partner with thousands of groups and supporters to engage the critical environmental issues of our time, and bring about positive change. We are here because the earth needs a good lawyer.
Founded in 1971, Earthjustice has a distinguished track record of achieving significant, lasting environmental protections. We achieve this by hiring people who share a passion for justice and a healthy environment. Our headquarters are in San Francisco with offices in Anchorage, Juneau, Los Angeles, Miami, Tallahassee, Honolulu, New York, Philadelphia, Denver, Seattle, Bozeman, and Washington, DC.
The Receptionist/Administrative Assistant is responsible for answering and routing incoming calls for our 130-person headquarters and regional offices and for activities and flow of the front desk. The Receptionist/Administrative Assistant will be supporting operational and administrative services in the San Francisco office. The position is essential in providing an efficiently-operated office that meets the workplace needs of the staff. The Receptionist/Administrative Assistant will report to the Office Manager. This job is located in San Francisco, CA.
Ensure that visitors, callers and staff are treated with the utmost respect and hospitality.
Maintain a clean, organized and welcoming reception area, including maintaining general business cards and other Earthjustice information.
Welcome visitors by greeting them cheerfully and facilitate their hand off to the appropriate staff person.
Serve as frontline donor relations staff, including providing customer service to donors, taking donations by phone, troubleshooting issues, executing change of addresses and enhancing the callers experience with Earthjustice before routing donor callers elsewhere.
Follow Earthjustice procedures for handling incoming callers and provide feedback to Office Manager and others as appropriate in order to enhance callers' experience.
Gather weekly and daily schedule information from HQ departments on planned visitors, events or meetings with outside guest.
In accordance with Earthjustice procedures and in keeping with excellent customer service, handle non-donor callers, such as callers who want Earthjustice to work on a case.
Review the staff list and the Board of Trustee list on a regular basis to become familiar with possible callers from our Board in order to provide excellent customer service.
Open phones and the reception area by 9:00 a.m., Monday through Friday.
Learn and handle a multi-line phone system and its software component.
Direct phone calls to the appropriate staff member or voicemail.
Understand the position of each staff person and the organization chart in order to properly direct callers.
Retrieve all voicemail messages from the general delivery mailbox and route to appropriate individuals.
Learn and operate the online DVR system and the Airphone.
Monitor security screen and allow access to staff and appropriate visitors.
Learn and implement our security procedure, including recording visitors into our visitor log, creating visitor badges for guests, and informing HR and the Office Manager of any security threats.
Monitor who is in the office and who is not.
Mail, Package, Fax and E-mail Procedures
Communicate with delivery people, manage incoming packages and direct them to the appropriate person.
Retrieve all incoming electronic faxes and forward to the appropriate person.
Retrieve incoming e-mail from the "eajus" account and forward to the appropriate person.
Handle removal from mailing list e-mails from the eajus e-mail accounts.
Assist staff with clerical needs upon request, such as assembling mailings, sorting electronic files, recording attendance information for events, or entering information in the donor database.
Fill in during vacations, sick days and other emergencies for the afternoon Receptionist.
Maintain conference room display system, charging batteries for iPads and notifying Office Assistant or Office Manager of needed maintenance or issues.
Other duties as assigned.
Administrative Assistant Essential Duties and Responsibilities (40%)
Maintain upkeep of copy rooms by cleaning up counters and reorganizing supplies.
Maintain upkeep of the kitchen by cleaning appliances, wiping the counters, starting the dishwasher, unloading the dishwasher, and emptying and cleaning the coffeemaker, coffee pots, and refrigerators.
Maintain upkeep of conference rooms by ensuring adequate supplies, maintaining equipment, removing dirty dishes, rearranging chairs, and cleaning off dry erase boards.
Learn to operate all office equipment, provide training to staff on the equipment, and oversee proper use of all equipment.
Troubleshoot office equipment and place service calls.
- Clean and organize onsite storage rooms.
Assist staff with shipping needs.
Help with large mailings as needed.
Maintain upkeep and storage of packages in the reception closet.
Assist in office moves or changes.
Adjust standing desks.
- Maintain knowledge of OSHA requirements and ensure office environment is fully compliant.
Events and Meetings
Provide logistical support for meetings and events, such as setting up conference space, handling catering orders, or gathering supplies.
Assist in organizing and implementing office events.
Support for Staff and Operations
Become lead for HQ Office Assistant's office responsibilities when the Office Assistant is out of the office.
Respond to staff questions and requests and provide assistance to all departments.
Provide support and serve as back up for Office Manager/Events and Travel Coordinator in facilitating travel for staff.
Assist IT with computer installs or moves.
Serve as back up to IT on video conferencing, projectors, and conference calls.
Provide IT support if IT staff are not available.
Some office experience desired.
Proficiency with Microsoft Office's suite of programs.
Ability to remain composed and effective under pressure.
Strong interpersonal skills and ability to work amicably with various departments and offices, while still accomplishing goals and meeting deadlines.
High quality work standards and ethics, strong attention to detail, and willingness to dedicate time and hard work to Earthjustice.
Excellent verbal and written communication skills.
Have good team spirit.
Maintain a courteous and helpful manner and a cheerful and energetic attitude.
Have patient phone etiquette as well as a warm friendly demeanor.
Be incredibly punctual and reliable.
Demonstrates an awareness and sensitivity to the needs and concerns of individuals from diverse cultures, backgrounds and orientations.
Contributes to the creation of a diverse, equitable and inclusive work culture that encourages and celebrates differences.
We offer a mission- and employee-focused work environment and a competitive compensation package, including excellent benefits. Earthjustice is an equal opportunity employer and highly values diversity.
Interested candidates should submit a resume and cover letter. Incomplete applications without cover letters will not be accepted.
Please reach out to email@example.com if you are having technical difficulties submitting your application. No phone calls, drop-ins, or hard copies.
Earthjustice is driven by a passion for justice, partnership, and excellence. Our core values lead us to seek a broad range of perspectives and backgrounds to achieve our mission and to maintain an inclusive environment where all staff are valued and respected. As an equal opportunity employer, we are committed to employment practices that ensure that employees and applicants for employment are provided with equal opportunities without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability, medical condition, veteran status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic information, or any other factor that is not related to the position.
For positions located within the City and County of San Francisco: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
For positions located within the City of Los Angeles: We will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring.
Patient Services Associate
Planned Parenthood Minnesota, North Dakota, South Dakota
Patient Services Associate – Minneapolis, MN
At Planned Parenthood Minnesota, North Dakota, South Dakota (PPMNS), we believe all people deserve the right, the freedom and the opportunity to follow their personal ambitions and choose their own path toward a healthier, more meaningful life. That's why we protect, promote and provide comprehensive and progressive sexual and reproductive health care for generations of young people and families with empathy, care and respect. We are looking for passionate, dedicated staff who are eager to make positive contributions to their community and to the Planned Parenthood mission.
Under the direct supervision of the Patient Services Assistant Manager and general supervision of the Patient Services Manager, the Patient Services Associate I provides the highest level of customer service to all patients and customers who contact Patient Services while demonstrating respect and integrity in all interactions. The Associate I uses a team approach and works cooperatively to ensure all calls are answered in a timely manner and demonstrates the highest level of service, compassion and dignity to all patients and customers. Patient Services Associate I's spend about 80% of their time answering inbound calls. This position is an advocate in implementing our mission of, "Affirming the human right to reproductive health and freedom." Perform other related duties as assigned.
Responsibilities include, but are not limited to:
Greet all callers professionally
Provide information to all callers in a non-directive, non-judgmental manner
Offer options and information based on the specific caller's situation and needs without interjecting personal opinions or counseling callers.
Accurately identify the reason for each call
Effectively communicate verbally and in writing (e-mail, instant messaging)
Learn basic Spanish phrases to communicate with Spanish speaking patient population
Work collaboratively with interpreters to serve callers whose preferred language is not English
Call Handling – Patient Interactions:
Registration & Financial Interview
Comply with protocols and workflows to accurately collect demographic information for new patients and register them in NextGen
Comply with protocols and workflows to verify patient/caller identities for established patients and update demographic info as appropriate
Accurately assess patient eligibility for multiple funding sources
Collect, enter in NextGen and verify all required insurance information
Educate patients on basic insurance information and practices
Collect income and household size; document in NextGen
Quote patients a cost for services requested and effectively communicate payment requirements and policies
Appointment Scheduling – Abortion Care Services
Schedule abortion care appointments for clinics in Minnesota, South Dakota and Montana
Maintain a comprehensive knowledge base on and comply with abortion care laws, regulations and protocols for the three states listed above, including additional laws for minor individuals seeking services
Educate patients on the legal requirements for their state
Complete basic medical intake and determine which procedure(s) patients are eligible for
Educate patients on their procedure options
Provide funding resources to patients as appropriate
Fully prepare patients for their appointment by providing all relevant financial information and appointment instructions
Appointment Scheduling – Family Planning Services
Schedule family planning appointments for clinics in Minnesota and South Dakota
Maintain a comprehensive knowledge base on and comply with family planning laws, regulations and protocols in Minnesota and South Dakota, including laws for minor individuals seeking contraceptive care in South Dakota
Use the Patient Services Knowledge Base System (KBS) to accurately schedule patients at the most appropriate clinic based on:
Eligibility for funding
Fully prepare patients for their appointment by providing all relevant financial information and appointment instructions
General Patient Inquiries
Identify medical questions or needs and accurately route patients to appropriate medical staff
Review normal sexually transmitted infection test results
Maintain patient privacy by correctly verifying identities of third party callers and complying with all PPMNS protocols and state and federal laws when disclosing or confirming patient information
Provide comprehensive and accurate information relating to all services and options available to patients including but not limited to:
Medical records processes
Online Appointment Scheduling
Call Handling – All Other Interactions
Use Patient Services KBS to correctly triage callers to the most appropriate administrative department or person
Maintain a basic knowledge of PPMNS' organizational structure to efficiently identify the best administrative contact for callers
Comply with PPMNS protocols for verifying or confirming staff identities
Provide referral information to callers seeking services outside of PPMNS' scope
Identify suspicious or threatening individuals and comply with all Patient Services, PPMNS and PPFA protocols and guidelines for interacting with and reporting such individuals
Audit and verify insurance for appointments scheduled through online platforms
Process appointment requests and patient inquiries sent through the Patient Portal
Make outbound appointment confirmation calls
Make outbound follow-up calls for missed appointments
Process returned patient statements
Process duplicate patient charts
Process invalid patient e-mail addresses
Other projects and tasks as assigned based on need
Identify and escalate priority issues to Patient Services Leadership team
Maintain competency with all platforms used for daily tasks
Promptly and accurately report technology issues
Maintain a flexible work schedule to fill shifts based on coverage needs which will include: days, afternoons, evenings and weekends
Planned Parenthood Minnesota, North Dakota, South Dakota supports people of all ages in making responsible choices and planning their futures. We are an organization committed to creating and fostering an environment that leads to engaged employees, and we believe engaged employees results in satisfied customers and exceptional experiences. When you work for Planned Parenthood you make a difference in the lives of those we serve by affirming the human right to reproductive health and freedom.
Planned Parenthood is committed to hiring and fostering a diverse and inclusive workforce that leverages the skills and talents of all employees in our organization, regardless of race, gender, national origin, age, veteran status, religion, sexual orientation, size, physical ability or socioeconomic status. We encourage diverse candidates to apply for this position. AA/EEO
Work Hours: 40 hours/week. Hours will include shifts, evenings, weekend. This position is eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, long-term disability, life insurance, PTO, extended illness leave, volunteer time off, paid holidays, and 403(b) retirement plan.
Work HoursFull-Time, 40 hours per week. Shifts include rotating evenings and weekends. Patient Services Hours 8am – 9pm, M-F 8am – 6pm, Sat 10am – 6pm, Sun This position is eligible for a comprehensive benefits package, including medical, dental, vision, flex plans, long-term disability, life insurance, PTO and 403(b) retirement plans
High school diploma or equivalent
1-2 years customer service experience
Basic computer skills
Ability to competently navigate multiple computer programs and websites at one time
Ability to practice active listening skills and to work with patients from diverse backgrounds.
Attention to detail and accuracy
Ability to maintain confidentiality
Strong organizational skills
Demonstrates adaptability, including ability to change communication style according to the needs of the audience and the situation.
Excellent customer service skills including anticipating additional needs of the customer.
Excellent teamwork skills
Experience in heath care, call center or fast paced customer facing environment
Data entry, patient database experience
Gender/Women's Studies, Public Health or Sociology major
Any job offer will be contingent upon the results of an updated background investigation.
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Planned Parenthood Minnesota, North Dakota, South Dakota
Care. No matter what.
Call Center Representative
The University of Kansas Health System is a world-class academic medical center and destination for complex care and diagnosis. We are driven by our commitment to service, to continuous improvement and to the highest degree of excellence. Every member of our team shares an unwavering commitment to put patients first. We offer a wide array of career opportunities, along with competitive pay and outstanding benefits. We invite you to join us as we continue to advance the power of academic medicine.
Position Summary/Career Interest
The Call Center Representative assists with operations of the physician, patient and switchboard call centers for the University of Kansas Health System. Call Center Representatives provide assistance to all internal and external staff and patient populations. They provide efficient and professional service to all physician and patient inquiries, paging, appointment and answering service requests.
Assists with operations of the call center for the University of Kansas Health System to establish and enhance market-driven relationships.
With the aid of the call center software and scheduling software, provides rapid and professional response to all physician and consumer inquiries and appointment requests; ensures accurate appointment scheduling according to template guidelines; communicates with departments and primary care health centers for accurate and efficient scheduling
Locates appropriate physicians/services for callers and facilitates the connection of the two; pages physicians as needed.
Collects and inputs demographic information on all new callers and updates demographic information, as appropriate, on all repeat callers.
Provides administrative assistance in the maintenance of the call center's software and hardware; performs routine back-up functions for the call center to ensure constant data integrity.
Distributes messages and calls appropriately to departments and primary care health centers.
Confirms next day appointments and updates computer to reflect confirmation.
With the aid of the all software programs (Infinity, Communicator and ONCALL), provides rapid and professional response to all internal and external callers calling into to the medical centers main phone number, Cancer Center, BMT, Orthopedic Department, internal code line, external transfer center code line and priority paging lines.
Manages triage of all incoming calls to determine caller needs and manage the callers' expectations with the highest level of customer service and efficiency by utilizing all electronic resources available.
Provides answering service function for 100 clinical and administrative departments; verifies the clinical provider profile is correct and manages the answering service dispatch appropriately based on physician profile (call, page, email, etc.).
Provides code and personal pager warehouse management and pager programming after hours, weekends and holidays.
Locates appropriate physicians/services for callers and facilitates the connection of the two.
Performs all medical related code tests on all software systems, ensuring paging hardware and software systems are functioning. Must be able to use all software systems, Infinity, Communicator and back- up paging systems.
Operation of overhead paging system: Initiates code pages for emergencies including code blue, code red, rapid response, stroke, emergent ccl, emergent cvor, code pink, severe weather, threat assessment team, disaster, vascular CCL, stat echo, active shooter, lockdown; initiates non-disaster group pages (leadership, nursing, etc) through our various software systems; ensures pages went out correctly and completes follow up documentation in software system and emergency log.
Ensures documentation is correct in system for all security and medical codes; ensures all code teams required to call back into the switchboard call in timely. If no call back is received, initiates no contact protocols and calls code team member at home and/or on cell in a timely manner; completes follow up documentation in software system and emergency log.
Identifies and manages equipment (computer, software, telephone, paging) outages and reports to supervisor on duty and/or manager via phone call or page if no supervisor on duty.
Maintains the on call schedules in the web on call system; makes changes to the schedules after hours as needed; documents changes and sends communication to hospital, UKP and university departments as needed.
Attends all quarterly operational, computer and customer service training sessions.
Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
Note: These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.
High School Diploma
Read, write and speak English
Minimum 2 years of experience in customer service, call center, health care, medical office or dispatch
Exceptional communication and phone skills
Ability to handle multiple calls and/or tasks while providing excellent customer service
Exceptional computer based skills
Excellent typing, grammar and spelling skills.
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