Patient Access Representative

Planned Parenthood League of Massachusetts (PPLM) has a simple mission: Care. No Matter What. PPLM has been a leader in promoting sexual health for more than 90 years and we strongly believe that all people deserve care no matter who they are, where they live, or who they love. As the state’s leading provider of sexual and reproductive health services, we educate families and empower youth to make responsible choices. We do all this because we care passionately about helping people lead healthier lives.

With more than 600 health centers across the country, Planned Parenthood organizations serve all patients with care and compassion, with respect, and without judgment, striving to create equitable access to health care. Through health centers, programs in schools and communities, and online resources, Planned Parenthood is a trusted source of reliable education and information that allows people to make informed health decisions.

The Patient Access Representative serves as the first line of contact between external clients and PPLM. The Patient Access Representative provides excellent customer service and responds to patient needs using good judgement, a caring attitude, and accurate documentation. Patient Access Representatives handle patient check-in, check-out, and supply sales at the front desk of PPLM’s health centers.

Additionally, Patient Access Representative’s respond to inquiries from PPLM’s external health centers, schedule appointments when indicated, and perform administrative tasks to support PPLM’s health centers.

Patient Access Representatives always communicate information efficiently and effectively with a friendly and compassionate disposition. Handle detailed work with precision and accuracy while using good judgment in determining how to handle difficult patient interactions (including determining when to escalate problems to management).

• Welcomes patients, guests, and escorts into the health center as the first point of contact.
• Follows HIPAA guidelines and maintains professional confidentiality of all patient health information.
• Check-in and check-out patients for their visits while performing verification, accuracy, and eligibility of insurance and other revenue cycle functions as needed.
• Maintains presentation in waiting area and is accessible for patient, visitor, and escort questions in the waiting area.
• Processes refill requests and/or handles sales of contraceptive supplies.
• Cash handling and batch reconciliation each day
• Documents in electronic health record
• Responds to intraoffice telephone calls, portal messages, and in person questions
• Assist in onboarding training of new staff through observations, explanation, and demonstration of tasks.
• Assist colleagues in troubleshooting complex or challenging patient interactions, as able. Follow service recovery framework and escalate to managers or clinical staff as appropriate.

• Creates and sustains a healthy work environment. Respond positively to directives or requests from management team, physicians, clinicians, and nurses to ensure high quality and efficient patient care.
• Participates in PPLM’s efforts to achieve goals for productivity.
• Obeys all PPLM policies, procedures, and protocols.
• Processes medical record requests.
• Monitors upcoming appointments to ensure appointments are appropriately scheduled.

• Contact patients prior to their appointments as needed
• Other tasks and responsibilities as assigned.

• High School Diploma/GED required
• 1 to 3 years of experience preferred
• Computer experience (especially Microsoft Office Suite) required
• Previous experience working in a health care setting with electronic health records and basic understanding of health insurance preferred.
• Experience in customer service valued.
• Ability to communicate information efficiently and effectively, maintain pleasant attitude under pressure, and handle detailed work with precision and accuracy.
• Commitment to PPLM’s mission and values by working with people of different races, ethnicities, sexual and gender identities and expressions, ages, abilities, and experiences
• Commitment to addressing the impact of racism and other oppressions on sexual health
• Must be available to work assigned shifts including mornings, evenings, and weekends (Saturdays) 

What We Offer

·   Health, Dental & Vision Insurance

·   Generous paid time off including vacation time, provisions for extended sick time and 11 paid holidays

·   403(b) Retirement Plan with 3% company match

·   Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability Insurance

·   Employee Assistance Program

·   Flexible Spending Account for medical expenses and/or dependent care expenses

·   Paid Parental Leave

·   Employee Discounts 

Roles that are denoted as Hybrid require 1 day per week in the office unless the role is denoted as onsite, which requires working onsite full time or 5 days per week.

Planned Parenthood League of Massachusetts is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law.

Planned Parenthood is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.