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 Bilingual 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, full-time position for the Twin Cities area.
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
Candidate must be proficiently bilingual in both Spanish and English
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
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 while processing and routing 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
Loves to learn new things, jumps in and asks questions, participates actively in the learning process
Must possess the ability and capability to perform any task in the office.
Must be able to lift 15 lbs. or more and be able to physically move through the office unaided.
Must have excellent visual and hearing acuity.
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 and 401(k). All full-time staff earn personal time off and paid holidays. Part-time staff are eligible to enroll in the 401(k).
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.
Whole Woman's Health