Virtual Care Associate - Remote within MN, IA, ND, NE, or SD

Planned Parenthood North Central States

Minnesota, Iowa, Nebraska, North Dakota, South Dakota

Virtual Care Associate - Remote within MN, IA, ND, NE, or SD

Pay: The anticipated salary range for this position is $19-$23 per hour, depending on experience and qualifications. Compensation is determined based on a variety of factors, including relevant work experience, the skills required for the role, internal equity, market competitiveness, and budget considerations. We are committed to ensuring fair and competitive pay for all employees
Schedule: Full-time, 40 hours per week

Shift times: Variable shifts Monday - Friday between 7:45am - 8:15pm. Work one weekend every four weeks, both Saturday and Sunday.

Location: Remote

Job type: Non-Exempt

Union Membership: This position is represented by SEIU.

Questions? Contact Jobs@ppncs.org.

We are unable to hire remote employees working from the following states: Alabama, California, Delaware, Indiana, Kentucky, Maryland, Michigan, Missouri, New Jersey, New Mexico, Nevada, New York, Ohio, Oklahoma, Pennsylvania, Texas, Washington, or West Virginia.

Job Summary:

Under immediate supervision of the Telehealth Manager, the Virtual Care Associate performs a wide variety of functions. As the first patient contact for telehealth/virtual visits and abortion services, the Virtual Care Associate plays a critical role in shaping the experience of our patients. Virtual Care Associates are responsible for providing the highest level of customer service and patient care as well as supporting the operations of the Telehealth Department and our local clinics. Virtual Care Associates are advocates in implementing our mission of "Advancing and protecting sexual and reproductive health care for all". They may perform other related duties as assigned.

Benefits and Perks:

We offer a comprehensive benefits package, including:

• Medical, Dental & Vision Insurance with equity-based premium tiers
• NICE HEALTHCARE. A free, virtual primary care for entire household (in-home available for qualifying locations) Services include: 80 free labs, free x-rays, and physical tests, live, virtual physical therapy, 550+ free medications and more!
• HealthiestYou - Virtual Care for employees outside of NICE Healthcare's network. (ND and SD)
• Proximal Health - Helps members access high quality, cost-effective, providers for certain services and offers $1,500 tax free benefit when members choose a designated provider for eligible services
• Employee Assistance Program
• Continued Education Reimbursement: up to $500 per year & 2 paid CEU days.
• Flex Spending Account
• Life Insurance
• Eligibility for Federal Student Loan Forgiveness
• Paid time off: PTO starting at .05769 accrual rate per hour worked.
• 8 hours volunteer paid time off annually.
• 8 paid federal holidays & 2 paid floating holidays.
• Retirement: 403(b) with employer match, 50% for the first 6% deferred
• 8 weeks Paid Parental Leave
• Pet Insurance
• Bereavement Leave
• Earned Extended Leave
• Free subscription to Headspace App
• Time off to vote.
• Employee discounts for electronics, appliances, hotels, gift cards, apparel, cars, fitness memberships, groceries, and at Office Depot, Verizon, AT&T, Dell & more.

We also offer:

• Start date flexibility.
• Travel reimbursement.

Minimum Qualifications:

• 1-2 years customer service experience

Your Day-to-Day Responsibilities:

• Telehealth Intake
  
  
  
  • Welcome all patients and register patients for virtual healthcare visits via video
  • Ensure all patients receive unbiased patient support and assistance, assess patient questions and direct to appropriate resources
  • Perform computer data entry, including patient identity, patient demographics, insurance information, and patient consents in the virtual telehealth platform and electronic health record
  • Interview and screen patients, conduct patient history review, document in electronic medical record, prepare patients for visit with clinician
  • Maintain patient medical record
  • Collect, assess, and verify patient financial information, determine and confirm insurance coverage. Comply with all funding source requirements
  • Answer phones, direct calls and reach out to patients as needed.
  • Accurately inform patients of potential costs for services
  • Prepare charge tickets for clinical staff coding. Charge post for virtual telehealth services and review charges for accuracy
  
  
  
  
• Asynchronous Telehealth Support
  
  
  
  • Provide front-line customer service for patients using our text-based asynchronous telehealth platform
  • Review and verify patient insurance information and process charge posting for relevant patients
  • Respond to patient inquiries and support requests
  • Identify patients who have conflicting encounters in Telehealth or traditional healthcare and adjust patient schedules and follow up plans as necessary
  • Communicate directly with patients regarding their options for asynchronous telehealth and redirect patients who are not eligible for asynchronous healthcare to more appropriate venues
  
  
  
  
• Pre-Procedural Phone Calls
  
  
  
  • Conduct scheduled outbound phone calls to patients prior to their abortion appointment at a health center
  • Interview and screen patients, conduct patient history review, and document detailed patient data in electronic medical record
  • Provide factual, unbiased information to patients seeking abortion, including the difference between medical and procedural abortion
  • Inform patients in a non-directive manner about all options available to them in the event of an unintended pregnancy and make a referral for service based on the patients' needs
  • Ensure that patients have been adequately prepared for their abortion appointment and answer patient questions
  • Ensure all patients receive unbiased patient support and assistance
  • Direct patients to appropriate internal and external support resources
  
  
  
  
• Administrative Duties
  
  
  
  • Participate in team approach to patient care working cooperatively with others to achieve productivity standards and exceptional customer service.
  • Perform duties using Microsoft Office Suite.
  • Follow all federal, state and local laws regarding mandated reporting, abortion services, healthcare services and HIPAA.
  • Perform various Telehealth Department administrative functions.
  • Committed to collaborating in a diverse organization through equitable practices and an inclusive culture
  • All staff are expected to participate in the onboarding of new employees and supporting the cross-training of established employees.
  • Other duties assigned
  
  
  
  

About Us:

At 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. That's why we protect, promote, and provide comprehensive and progressive sexual and reproductive health care for generations of 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. To learn more: Our Mission.

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.

Planned Parenthood is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to 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 regarding public assistance. Planned Parenthood is committed to encouraging and promoting diversity as well as providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Planned Parenthood is dedicated to an equitable and inclusive work environment and encourages all interested candidates to apply regardless of initial skill set.

*Any job offer will be contingent upon the results of a background investigation.*

This position is included in the SEIU bargaining unit, and depending on state law, requires union dues be deducted from employee paychecks in an amount up to 2.25% of gross pay.