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Charlotte, North Carolina, United States
Hybrid
Why This Role Matters
As a Patient Access Representative at Planned Parenthood South Atlantic (PPSAT), you will play an important role in connecting patients with the health care and services they need. As one of the first points of contact for our patients, you’ll provide friendly, accurate, and compassionate customer service while helping individuals navigate appointment scheduling, insurance questions, service fees, and available health care options. This is an opportunity to make a meaningful difference every day by creating a welcoming, supportive experience for patients and helping ensure they feel informed, respected, and cared for throughout their interaction with Planned Parenthood.
What We're Looking For
We’re seeking a patient-focused, service-oriented professional who thrives in a fast-paced environment and is passionate about providing exceptional customer service to people from diverse backgrounds. The ideal candidate will have:
A commitment to providing friendly, accurate, and efficient customer service.
Strong communication and interpersonal skills, with the ability to connect with patients from diverse communities.
Experience managing a high volume of inquiries while maintaining professionalism, patience, and attention to detail.
Strong computer skills and the ability to enter information quickly and accurately.
Excellent organizational skills and the ability to manage multiple tasks in a deadline-driven environment.
The ability to communicate information clearly and sensitively, including when responding to repetitive questions or patient concerns.
What You'll Do
As a Patient Access Representative, you’ll help patients access care by answering questions, scheduling appointments, and providing accurate information about PPSAT’s services. Responsibilities include, but are not limited to:
Patient Customer Service & Communication
Respond to a high volume of incoming patient calls in a friendly, professional, and timely manner.
Provide exceptional customer service by listening to patient concerns, answering questions, and helping patients understand their options.
Build and maintain positive relationships with patients through clear, compassionate, and effective communication.
Provide information about PPSAT’s hours, services, locations, directions, fees, and referrals.
Respond to questions about reproductive health care services, including sexually transmitted infections (STIs), birth control methods, and surgical and medication abortion.
Maintain professionalism and sensitivity when handling repetitive calls, challenging conversations, or complex patient needs.
Appointment Scheduling & Patient Information
Schedule patient appointments and accurately enter patient information into Epic.
Stay up to date on clinic information, appointment templates, clinician schedules, and individual provider services.
Make appointment reminder calls one day before scheduled visits, as time and workload allow.
Ensure patients receive accurate information about appointment availability and the services offered at their selected location.
Insurance, Pricing & Financial Information
Verify insurance coverage for all appointment types.
Ask patients about their insurance status and provide accurate visit pricing information.
Prepare and provide timely Good Faith Estimates (GFEs) to self-pay patients based on their anticipated visit type.
Create tasks for the insurance team to verify coverage and obtain copay information for higher-cost services.
Help patients understand relevant financial and insurance information so they can prepare for their appointments.
Team Collaboration & Continuous Improvement
Share feedback with supervisors and management about call trends, patient needs, and other issues that may affect services, programs, or marketing efforts.
Follow through on assigned tasks, take initiative, and work collaboratively with colleagues to identify solutions.
Participate in required meetings, training sessions, and other activities that support team development and service quality.
Maintain accurate patient information and follow applicable organizational policies and procedures.
Contribute to a welcoming, inclusive, and solutions-oriented work environment.
Position Details
Employment Type: Full-time, 40 hours per week.
Schedule: Monday through Friday, 8:30 AM – 5:00 PM.
Work Arrangement: This position begins with a required three-month on-site period to support training, onboarding, and the development of role-specific skills. After three months, the position may transition to a hybrid work arrangement based on the employee’s demonstrated proficiency, performance, and comfort level working independently from home. A hybrid arrangement is not guaranteed and will be determined based on the employee’s readiness to work remotely and the needs of the department.
Qualifications
High school diploma or equivalent.
One to two years of customer service experience, preferably in a health care or social services setting.
Demonstrated ability to provide excellent customer service in a fast-paced environment.
Experience using computers and entering data quickly and accurately.
Strong verbal communication and interpersonal skills.
Ability to communicate effectively with and relate to patients from diverse communities.
Strong attention to detail when documenting information and scheduling appointments.
Ability to maintain professionalism, patience, and sensitivity when addressing patient questions and concerns.
What You'll Receive
PPSAT offers a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including:
Medical, dental, and vision insurance.
Health Reimbursement Account (HRA).
403(b) retirement plan with employer matching.
Generous paid time off.
Paid holidays.
Employee Assistance Program (EAP).
Compensation
All PAR's start at a non-negotiable $23.25 an hour and are eligible for periodic pay-increases based on tenure and skill checkoffs. PPSAT's compensation philosophy is based on equity and transparency. The PAR Tier Program intends to maintain and promote internal equity, transparency, and skill growth.