Virtual Care Associate –Remote within 5 state affiliate excluding South Dakota (Iowa, Minnesota, Nebraska, North Dakota)

Council Bluffs, Iowa
Planned Parenthood North Central States
Job Details

Description
Planned Parenthood North Central States

Virtual Care Associate Remote within 5 state affiliate excluding South Dakota (Iowa, Minnesota, Nebraska, North Dakota)

Starting salary for candidate who meets minimum requirements: $19+/hour

Experience will be compensated

Typical Schedule: Full-time 40 hours/week

About Us:

At Planned Parenthood North Central States (PPNCS), 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.

Click here to learn more: Our Mission

A Day in the Life

Under immediate supervision of the Telehealth Manager, the Virtual Care Associate performs a wide variety of functions. As the first patient contact for telehealth/virtual visits and abortion services, the Virtual Care Associate plays a critical role in shaping the experience of our patients. Virtual Care Associates are responsible for providing the highest level of customer service and patient care as well as supporting the operations of the Telehealth Department and our local clinics. Virtual Care Associates are advocates in implementing our mission To affirm the right to reproductive and sexual health and freedom for all by providing excellent care, trusted education, and fierce advocacy They may perform other related duties as assigned.

Schedule: Full-time, 40 hours/week. Telehealth is open 8am to 8pm Mondays-Fridays and 10am to 6pm on weekends. Shifts fall within that time range opening shifts start 7:45am while closing shifts go to 8:15pm. Rotating evenings & weekends. Employees can trade shifts when needed.

Responsibilities

This position will impact us with the following contributions:

• Telehealth Intake
  • Welcome all patients and register patients for virtual healthcare visits via video.
  • Ensure all patients receive unbiased patient support and assistance, assess patient questions and direct to appropriate resources.
  • Perform computer data entry, including patient identity, patient demographics, insurance information, and patient consents in the virtual telehealth platform and electronic health record.
  • Interview and screen patients, conduct patient history review, document in electronic medical record, prepare patients for visit with clinician.
  • Maintain patient medical record.
  • Collect, assess, and verify patient financial information, determine, and confirm insurance coverage. Comply with all funding source requirements.
  • Answer phones, direct calls and reach out to patients as needed.
  • Accurately inform patients of potential costs for services.
  • Prepare charge tickets for clinical staff coding. Charge post for virtual telehealth services and review charges for accuracy.
• Asynchronous Telehealth Support
  • Provide front-line customer service for patients using our text-based asynchronous telehealth platform
  • Review and verify patient insurance information and process charge posting for relevant patients
  • Respond to patient inquiries and support requests
  • Identify patients who have conflicting encounters in Telehealth or traditional healthcare and adjust patient schedules and follow up plans as necessary
  • Communicate directly with patients regarding their options for asynchronous telehealth and redirect patients who are not eligible for asynchronous healthcare to more appropriate venues
• Pre-Procedural Phone Calls
  • Conduct scheduled outbound phone calls to patients prior to their abortion appointment at a health center
  • Interview and screen patients, conduct patient history review, and document detailed patient data in electronic medical record
  • Provide factual, unbiased information to patients seeking abortion, including the difference between medical and procedural abortion
  • Inform patients in a non-directive manner about all options available to them in the event of an unintended pregnancy and make a referral for service based on the patients needs
  • Ensure that patients have been adequately prepared for their abortion appointment and answer patient questions
  • Ensure all patients receive unbiased patient support and assistance
  • Direct patients to appropriate internal and external support resources
• Administrative Duties
  • Participate in team approach to patient care working cooperatively with others to achieve productivity standards and exceptional customer service.
  • Perform duties using Microsoft Office Suite.
  • Follow all federal, state and local laws regarding mandated reporting, abortion services, healthcare services and HIPAA.
  • Perform various Telehealth Department administrative functions.
  • Committed to collaborating in a diverse organization through equitable practices and an inclusive culture
  • All staff are expected to participate in the onboarding of new employees and supporting the cross-training of established employees.
  • Other duties assigned

The Ideal Candidate Brings:

• 1-2 years customer service experience

The ideal candidate has previous experience with receptionist work in a healthcare setting

We Offer

This position is eligible for:

• A comprehensive benefits package, including:
  • Medical, Dental, Vision With equity-based premium tiers
    • NICE HEALTHCARE free, virtual primary care for entire household (in-home available for qualifying locations) Services include: 80 free labs, free x-rays, and physical tests, live, virtual physical therapy, 550+ free medications
  • Flex Spending Account
  • Life insurance
  • Eligibility for Federal Student Loan Forgiveness
  • PTO, Float holidays, Volunteer Paid Time Off, Paid Holidays
  • 403(b)
  • Eight weeks paid Parental Leave
  • One Week Paid COVID leave, if necessary
  • Pet Insurance

Please note:

We require all PPNCS employees, volunteers, interns, and fellows to have a current, up-to date, COVID vaccine (Exemptions may be provided for medical, disability (ADA) or religious reasons.)

Planned Parenthood North Central States 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 an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, sex, gender identity or gender expression, national origin, age, veteran status, marital status, religion, sexual orientation, size, disability, socioeconomic status, or status regarding public assistance. Planned Parenthood is committed to encouraging and promoting diversity as well as providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Planned Parenthood is dedicated to an equitable and inclusive work environment and encourages all interested candidates to apply regardless of initial skill set.

Any job offer will be contingent upon the results of a background investigation.

Questions? Contact for more information.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor s legal duty to furnish information. 41 CFR 60-1.35(c)