Patient Services Support Specialist Minneapolis, MN - PLANNED PARENTHOOD ACTION FUND INC
Description
** Patient Services Support Specialist Minneapolis, MN**
**Job Category****:** Administrative Support Staff **Requisition Number****:** PATIE01661 Showing 1 location **Job Details**
**Description**
*Planned Parenthood North Central States*
**Patient Services Support Specialist Minneapolis, MN**
**Starting Wage: $19/hour, experience compensated**
At Planned Parenthood North Central States (PPNCS), we believe all people deserve the right, the freedom, and the opportunity to follow their personal ambitions and choose their own path toward a healthier, more meaningful life. Thats why we protect, promote, and provide comprehensive and progressive sexual and reproductive health care for generations of young people and families with empathy, care, and respect. We are looking for passionate, dedicated staff who are eager to make positive contributions to their community and to the Planned Parenthood mission.
Under the direct supervision of the director and general supervision of the manager and assistant manager, the Patient Services Support Specialist supports Patient Services operations by performing a variety of critical tasks. General support will include overseeing office supply inventory and ordering, processing certified mail requests necessary for patient access, and maintaining inventory logs of IT equipment. As a member of the Patient Services Leadership team, the Patient Services Support Specialist will also assist in the maintenance of metrics reports, internal resources (i.e. knowledge base system), appointment reports, schedules for rotating Associate team tasks, email triage, basic updates to the call manager system, and management of meeting agendas and minutes. Administrative support will be provided to the training and quality specialists on an as needed basis. The Patient Services Support Specialist will assist with the maintenance of efficiencies in processes and identify opportunities to increase effectiveness and promote excellent staff and patient experiences. Maintains flexibility in their schedule to ensure proper support and resources are available when necessary. The Patient Services Support Specialist is an advocate in implementing our mission To affirm the right to reproductive and sexual health and freedom for all by providing excellent care, trusted education, and fierce advocacy They may perform other related duties as assigned.
**Essential Functions and Responsibilities**
General support
+ Oversee inventory and ordering of office supplies
+ Process certified mail requests
+ Build and maintain schedules for rotating associate team tasks
+ Build and maintain NextGen reports
+ Publish content in the knowledge base system
+ Publish updates to department resources
+ Maintain computer and phone inventory
+ Triage email requests to the appropriate individuals
+ Manage meeting agendas and minutes
+ Maintain daily and weekly metrics reports
+ Complete basic updates for users, phone books and hours in the call manger system
Training support
+ With oversight from the Training Specialist:
+ Build and maintain new associate onboarding schedules
+ Edit/format curriculum and other training resources
Quality support
+ With oversight from the Quality Specialist:
+ Compile data and call quality data
+ Pull calls for quality review
With oversight from the director, managers, and Marketing Department, maintain and update web content on health center details pages
Complete quarterly phone tree testing
Complete special projects based on business need.
STANDARD REQUIREMENTS
Ability to change communication style according to the needs of the audience and the situation.
Excellent writing skills and attention to detail especially as it relates to internal content intended for use as a key staff resource.
Excellent teamwork, planning, and organizing skills.
Knowledgeable about and able to fully interface with telephony systems.
Moderate proficiency with Microsoft Office products.
Self-starter who independently demonstrates a desire to set and meet objectives, to find a better or more efficient way to do things, and to compete against a self-defined standard of excellence.
Supports and participates in:
+ Common teamwork; cooperates and works together with all co-workers,
+ Uses tactful, appropriate communications in sensitive and emotional situations demonstrating compassion, empathy, and dignity for all
+ Follows up as appropriate with supervisor, co-workers and patients regarding reported complaints, problems, and concerns
+ Promotes positive public image and relations of PPNCS
+ Completes requirements for acceptable attendance and timeliness to work, uniform and dress codes including personal hygiene
+ Performs other work duties as assigned.
**Work Hours**
Part-time position working 16 hours per week.
*Tentative schedule: 4 hours a day, 4 days per week*
This position is eligible for paid time off (PTO), Earned Sick and Safe Time (ESST), and participation in the 403(b) retirement plan.
**Physical Work Intensity and Work Environment**
Level 1, Sedentary Physical requirements require sitting at a desk 6-7 hours per day in front of computer terminal. Must be able to use hands for repetitive action on a daily basis. Lifting up to 20 pounds on an occasional basis and use of computer, telephone, calculator, laser printer, modem and fax on a daily basis. The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Required Qualifications**
High school diploma or GED
2 years experience in an office or contact center setting
Experience building or maintaining content intended for public consumption or use as an internal resource for staff
Experience working with confidential and sensitive information
**Knowledge, Skills, and Abilities**
Effective communication skills
Ability to maintain confidentiality
Technology skills including computer and applicable software skills
Ability to work with patients from diverse backgrounds and create a positive environment that demonstrates PPNCS commitment to diversity, equity, and inclusion
Ability to multi-task
Effective critical thinking and problem-solving skills
Attention to detail and accuracy
Planned Parenthood North Central States supports people of all ages in making responsible choices and planning their futures. We are an organization committed to creating and fostering an environment that leads to engaged employees, and we believe engaged employees results in satisfied customers and exceptional experiences. When you work for Planned Parenthood you make a difference in the lives of those we serve by affirming the human right to reproductive health and freedom.
PPNCS complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please contact Human Resources at
Planned Parenthood is committed to hiring and fostering a diverse, equitable, and inclusive workforce that effectively employs the skills and talents of all employees in our organization. All applicants will receive consideration regardless of their race, color, creed, sex, gender identity or gender expression, national origin, age, veteran status, marital status, religion, sexual orientation, size, disability, socioeconomic status, or status with regard to public assistance. We encourage diverse candidates to apply for this position. AA/EEO
*Any job offer will be contingent upon the results of a background investigation.*
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