About the Role
Title: Virtual Care Associate (Bilingual-Spanish) – Remote Within Affiliate
Location: United States
Job Description:
Planned Parenthood North Central States
Iowa, Minnesota, Nebraska, North Dakota, South Dakota
Virtual Care Associate (Bilingual-Spanish) – Remote Within Affiliate
Pay: $19 per hour (experience will be compensated)
Schedule: Full-time, 40 hours per week
Shift times: Monday-Friday, varied schedule ranging from 7:45am-4:15pm, 9:45am-6:30pm, 10:45am-7:15pm, and 12:15pm-8:15pm and Sunday 12:15pm-6:15pm, rotating Weekends.
Location: Remote, Minnesota preferred.
Job type: Non-Exempt
Union Membership: This position is represented by SEIU.
Benefits and Perks:
We offer a comprehensive benefits package, including:
- Medical, Dental & Vision Insurance with equity-based premium tiers
- NICE HEALTHCARE. A 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 and more!
- Continued Education Reimbursement: for RNs (up to $1,000 per year & 2 paid CEU days), and MAs, LPNs, Ultrasound Techs, and all other employees represented by the Union (up to $500 per year & 2 paid CEU days).
- Flex Spending Account
- Life Insurance
- Eligibility for Federal Student Loan Forgiveness
- Paid time off: PTO starting at .05769 accrual rate per hour worked.
- 8 hours volunteer paid time off annually.
- 8 paid federal holidays & 2 paid floating holidays.
- Retirement: 403(b) with employer match, 50% for the first 6% deferred
- 8 weeks Paid Parental Leave
- Pet Insurance
- Bereavement Leave
- Earned Extended Leave
- Free subscription to Headspace App
- Time off to vote.
- We also offer employee discounts for electronics, appliances, hotels, gift cards, apparel, cars, fitness memberships, groceries, and at Office Depot, Verizon, AT&T, Dell & more.
We also offer:
- Start date flexibility.
- Comprehensive paid training for all health services positions.
- Travel reimbursement.
- Bilingual and/or weekend differentials when applicable
Minimum Qualifications:
- 1-2 years customer service experience
Your Day-to-Day Responsibilities:
- 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