Centralized Follow-Up Assistant Jobs

Planned Parenthood of Southern New England

Care. No Matter What.

We are Planned Parenthood of Southern New England, one of the region’s largest and most trusted providers of reproductive health care. We are recognized for the wide array of services we provide, the outstanding sexual health education we deliver, and our strong commitment to social justice. Working for Planned Parenthood is more than a job; it’s being a part of a powerful movement. Together, we’ll take pride in shaping the future of sexual health and reproductive rights for all people.

What you'll be doing:

The Centralized Follow-up Assistant is responsible for supporting the follow-up of record release requests, incoming faxes from all PPSNE health centers, daily reports, and referrals in a manner that ensures high quality care to our patients. They provide follow-up services to patients in a manner that is consistent with clinical protocol and the organization's mission and values. Works as part of the CFU team to insure follow up is done in compliance to PPFA Medical Standards and Guidelines.

Essential Functions

• Provides all information/education to patients per protocol as indicated in a thorough and professional manner. Provides education to patients per protocol as indicated. Ensures that the information and education given to the patient is current, accurate and expertly communicated
• Self-awareness as it relates to racial and other identities: Is aware of multiple group identities and their dynamics, and brings a high level of self-awareness, empathy, and humility to interpersonal interactions
• Supports the agency’s mission and all the reproductive health services offered including family planning services, women’s health screenings, testing and treatment of STI’s, birth control methods and abortion services
• Completes all responsibilities according to established protocols, policies and standard practices in the areas of customer service, quality assurance and regulatory compliance programs
• Maintains thorough knowledge and understanding of PPSNE organization in order to answer questions and direct calls correctly and appropriately
• Participates in Centralized Follow-Up department efforts to achieve established productivity goals
• Monitors/manages clinical in-boxes in Epic to ensure labs are followed up in a timely manner. Communicates with State lab/Quest/Orchard lab and health centers to investigate when results are not received. Reports and follows up with health centers when lab errors are made
• Responsible for Pills By Mail report once per week
• Works well with volunteers and interns to achieve the agency’s mission. May supervise interns and volunteers
• Ensures high quality direct patient interactions based on empathy for the sensitive issues facing our patients and an understanding of the diversity of those utilizing our services
• Authentic relationship building: Interacts effectively and builds trust with a diversity of people and have demonstrated an ability to effectively work across differences. Communicates clearly and directly, continually able to hear, reflect, and act on feedback related identity and equity with the aim to learn
• Provides quality and efficient telephone customer service to internal customers
• Supports efforts of the agency’s diversity program to provide services that are culturally and linguistically competent; takes the initiative to develop own awareness and knowledge of diversity matters
• Demonstrates understanding of and compliance with HIPAA regulation and PPSNE requirements for medical record releases. Consults with the HIPAA Privacy officer as needed
• Interested in and Committed to Racial Equity: interested in expanding your analysis and knowledge about the role that racial inequity plays in our society and are committed to building and/or deepening your commitment to racial equity in your work
• Demonstrates ongoing proficiency in EHR. Demonstrates ability to navigate and comprehend patient chart notes, lab results, contact attempts, etc. Documents in EHR accurately, appropriately, and efficiently all interactions with patients

Qualifications

• Excellent computational skills including Excel; must show competency using computer hardware, ability to operate all office equipment
• High School or Associates degree in medical technology or science or equivalent work experience preferred
• Bilingual fluency (Spanish/English) preferred but not required
• Experience working with electronic health records preferred
• Strong supporter of PPSNE mission and all of the reproductive health services offered
• Desire to work as part of an interdisciplinary team to meet the needs of health center customers
• Experience in a PPSNE health center preferred
• Proficiency in Excel required
• Ability to prioritize and organize workload; ability to follow processes and procedures from beginning to end within established timelines
• Excellent customer service skills to meet the needs of internal and external customers; ability to provide quality services to meet the individual needs of patients
• Excellent complex problem-solving skills; excellent written and oral communication skills
• Superb attention to detail; ability to handle discreet, confidential information

$15.48 - $25.81 an hour

This positions hourly rate* begins at $20.64 per hour and may increase based on full years of experience.

PPSNE is an equal employment opportunity employer 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. We are committed to building an inclusive workplace that values diversity and inclusion and reflects the diversity of our communities and patients. We strongly encourage people of color and members of the LGBTQ community to apply.

PPSNE offers a comprehensive benefit package which includes; Health, dental and vision insurance, retirement savings, paid parental leave, tuition reimbursement, generous paid time off, a flexible spending account, wellness program and more.