Bilingual Call Center Representative

Whole Woman’s Health Vision

We are here to change how women experience themselves in the world; women’s healthcare is our venue.

Whole Woman’s Health Philosophy

We have a holistic approach to healthcare. We understand that women experience medical issues with their whole selves, often including their families, their religion/beliefs, their history and their dreams. We listen to women, trust women and are here to guide them through their choices.

Whole Woman’s Health Mission

We are women’s health care providers specializing in abortion. It is our mission to welcome and treat the whole woman – her head, her heart and her body. We provide education, counseling, informed consent, medical care and trust. We honor women’s hopes, dreams and intentions in all of the care that we provide.

Summary
The EmpowerLine is the contact center for all the clinics that Whole Woman’s Health manages. We believe that every customer experience should be distinctly personal. Collectively, we have thousands of phone conversations each week with people all across the country regarding the abortion care process. We foster a stable, healthy, happy, and progressive work environment. The EmpowerLine Call Center Representative is the first person a potential patient speaks to over the phone about their abortion, thus they are a very important ambassador for Whole Woman’s Health. The EmpowerLine Call Center Representative must maintain a warm, non-judgmental attitude, as they will provide guidance to callers by answering questions, scheduling appointments, providing financial counseling, and anticipating patient needs prior to arrival at the clinic. Candidates must be pro-choice. Our team welcomes committed workers with a strong work ethic and positive outlook who support diverse cultures.

Primary Responsibilities:

• Answer incoming calls from all callers before the third ring
• Convert calls into appointments by scheduling abortion care, pregnancy options counseling, and gynecology care appointments for patients
• Detailed logging of all incoming calls in the WWH software system
• Ensure adherence to state and federal compliance policies
• Answer phone calls from patients, parents, and partners regarding the abortion procedure, contraception, aftercare, and state laws applicable to abortion
• Help patients understand their benefits and financial options, including insurance, Medicaid and available funding sources
• Maintain 95% adherence to internal systems regarding how an appointment is made, the purpose of the paperwork involved, and what paperwork goes where, including those related to insurance and private funding organizations
• Maintain accuracy standards of 95% or greater by upholding Whole Woman’s Health customer service standards including, but not limited to, answering incoming phone calls by the third ring, using your name and a kind voice
• Ability to learn medical terminology and Whole Woman’s Health appointment software
• Be able to increase the patient’s comfort, and to provide non-judgmental support wherein the patient may freely express questions and concerns about her pregnancy and abortion
• Be able to ascertain how much the individual already knows about the abortion procedure, and provide an appropriate description of the abortion procedure as needed
• Allow the client the opportunity to ask questions

Experience and General Requirements

• Bilingual proficiency in English and Spanish is required
• Experience in a health care facility or working in customer service with multiple phone lines and/or call center experience required
• Moderate computer literacy skills and proficiency with MS Office
• General knowledge of reproductive systems/healthcare and medical terminology
• Strong oral communication skills, listening abilities, and problem-solving capabilities
• Ability to maintain a pleasant, courteous and helpful demeanor at all times
• Give care with dignity, respect, and empathy in a manner that is empowering and enhances her self-esteem and self-worth
• Ability to handle confidential information discreetly
• Ability to process and route calls in a timely manner
• Ability to diffuse difficult callers
• Enjoys speaking on the phone
• Commitment to work with diverse staff and clients, and give care without bias or judgment
• Highly organized, self-motivated, and able to work independently and with a team
• Strong attention to detail, with a commitment to accuracy
• Strong multi-tasking, prioritization, and time management skills; ability to meet deadlines
• Be flexible, cooperative, and adaptable

Physical Requirements

• Must possess the ability and capability to perform any task in the office.
• Must be able to lift 15 lbs or more, be able to physically move through the office unaided
• Must have excellent visual and hearing acuity.

Remote Requirements

• Must be able to cope with the reduced social interaction and contact
• Must be self-disciplined and not be distracted from working, be able to complete the expected working hours, and be able to work without direct supervision
• Must be able to arrange their family or other commitments to facilitate a suitable working regime and environment
• Must have good communication skills including written and verbal reporting
• Where necessary, must be willing and able to use new or different communications and IT equipment

Compensation/Benefits

• A competitive salary, commensurate with experience.
• All full-time staff are eligible to enroll in medical, dental, and vision insurance offerings as well as voluntary insurance offerings.
• All full-time staff earn personal time off and paid holidays.
• A corporate culture/environment that is diverse, stimulating, and comprised of passionate and dedicated people.

Please note that this is a working job description that may evolve as the needs of the company change.

Whole Woman’s Health is an Equal Opportunity Employer. We do not discriminate on the basis of actual or perceived race, creed, color, alienage or national origin, ancestry, citizenship status, religion or belief, age, marital or partnership status, family status, pregnancy and maternity, disability or handicap, sexual orientation, gender, gender identity, gender reassignment, predisposing genetic characteristic, military or veteran status, arrest record, or any other legally protected characteristic protected by applicable federal, state, or local laws.