Bilingual Call Center Representative

Vision Whole Woman’s Health transforms how people experience abortion care in this country. We stand in the light, fiercely dedicated to providing fabulous abortion care that puts patients first. Mission Whole Woman’s Health provides fabulous abortion care, free from the shame and stigma that often accompanies sexual health in this country. Our patients can count on us for medical expertise, heartfelt compassion, informed consent, and trust. We are deeply committed to growth and innovation, and we cultivate a dynamic, rigorous, learning corporate culture. Our patients’ hopes and dreams are at the center of all we do, and we hold ourselves ultimately accountable to them. 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 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 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. This is a remote position, however you must reside in one of the following states for consideration: VA, MN, NM, TX Essential Functions • Answer incoming phone calls from patients, parents, and partners regarding the abortion procedure, contraception, aftercare, and state laws applicable to abortion • Convert calls into appointments by scheduling abortion care, pregnancy options counseling, and gynecology care appointments for patients • Log all incoming calls in the WWH software system • Ensure adherence to state and federal compliance policies • Help patients understand their benefits and financial options, including insurance, Medicaid and available funding sources • Adhere 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 • Uphold 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 • Increase the patient’s comfort, and provide non-judgmental support whereby the patient may freely express questions and concerns about their pregnancy and abortion • Ascertain how much the individual already knows about the abortion procedure, and provide an appropriate description of the abortion procedure as needed Experience and General Requirements • High school diploma or GED 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 • Ability to handle confidential information discreetly • Ability to process and route calls in a timely manner • Ability to diffuse difficult callers • Ability to give care with dignity, respect, and empathy in a manner that is empowering and enhances the caller’s self-esteem and self-worth • 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, multi-tasking, prioritization, and time management skills; ability to meet deadlines • Speakers who are proficiently bilingual in Spanish and English are preferred Physical & Remote Requirements • Must possess the ability and capability to perform any task in the office. • Must have excellent visual and hearing acuity. • 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. • 401(k) plan with a 3% company match. • Flexible work hours and family support programs • Additional perks, including employee discounts, and virtual team-building activities. • A culture/environment that is diverse, stimulating, and comprised of passionate and dedicated people. • Company laptop and cell phone provided by employer. Additional Benefits for Full-Time Staff: • Eligible to enroll in medical, dental, and vision insurance offerings, as well as voluntary life and disability insurance. • Employee Assistance Program (EAP), providing confidential 24/7 support services, including mental health counseling, financial and legal consultations, work-life balance resources, and wellness programs. Also includes a Basic Term Life and AD&D Insurance with $25,000 in coverage. • Two weeks starting paid personal time off, increasing with tenure, plus seven paid holidays. 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, and we welcome applications from women, people of color, and members of the LBGTQIA+ community. 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. Apply tot his job Apply To this Job