Planned Parenthood Los Angeles is seeking an experienced Teen Call Line Specialist with excellent customer service skills to work full-time in our Downtown Los Angeles Headquarters. Responsible for providing excellent customer service to existing and new clients, with a focus on the teen population. Assist callers by practicing active listening, demonstrating empathy, scheduling appointments, transferring calls to appropriate licensed staff for prompt referrals to healthcare providers, and providing general agency or program information. This position will also include education of teens in support of the Well-Being Centers.
Over one hundred years ago, Planned Parenthood was founded on the idea that everyone should have the information and care they need to live strong, healthy lives and fulfill their dreams. Founded 57+ years ago, Planned Parenthood Los Angeles is one of the largest providers of reproductive health care services in Los Angeles County. The Planned Parenthood Los Angeles (PPLA) team works together to provide high-quality, affordable reproductive health care to women, men, and young people across Los Angeles County. At PPLA, you will discover a culture of like-minded individuals who are eager to make positive contributions to their community and to the Planned Parenthood mission.
All employees of PPLA are defined as Healthcare Workers by current Public Health Orders and are required to be fully vaccinated and boosted against COVID-19. Proof of vaccination or an approved exemption must be submitted in order to be eligible for employment consideration.
Our Ideal Candidate will have the following qualifications:
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High school diploma or equivalent required- At least one (1) year proven customer service experience, health care background preferred
- Experience in and commitment to training and educating teens
- Comfortable with and able to use teen-friendly language to quickly build rapport when talking about health education, contraception, abortion, healthy relationships, sexually transmitted infections, substance use prevention and overall wellbeing
- Effective and courteous communication skills
- Ability to work with computers and enter data quickly and accurately
- Working knowledge of Microsoft Office, especially Outlook and Internet Explorer
- Bilingual skills (English/Spanish) preferred
- Ability to work evening shifts 12pm- 8pm as needed
About the position:
- As first point of contact for PPLA clients, must be courteous and professional at all times
- Answer telephone calls efficiently and appropriately
- Be well versed on PPLA health services and answer relevant questions about PPLA health centers and health services
- Schedule patient appointments according to PPLA guidelines, using PPLA’s computer-based appointment schedule
- Be able to identify when a call needs to be transferred to licensed staff for mental health support
- Be able to collaborate as a team with licensed staff to support teens with information and referrals
- Participate in staff trainings to build and retain knowledge of birth control methods, STIs, healthy relationships and substance use prevention
- Provide callers/patients with appropriate resources as necessary
- Offer information and appropriate referrals to community services using warm handoffs when possible
- Must be able to understand and communicate information on payment for health services, including self pay, private insurance, and state benefits such as Family PACT and Medi-Cal
- Must adhere to PPLA scripts and protocols
- May fill in for PPLA agency receptionist as requested
- Must follow laws and PPLA guidelines relating to patient confidentiality as well as reproductive health of minors
- Comply with safety procedures, including emergency procedures
- Assist with safety planning and brainstorming available options
- Adhere to affiliate goals and policies on professionalism, wait time in clinics and on the system for addressing client complaints
- Participate in Health Center efforts to achieve established goals for productivity
Generous salary and benefits package includes:
- Medical, dental, and vision coverage options for you and eligible dependents
- Free basic life/AD&D policy with additional voluntary coverage options
- Short Term Disability, Critical Illness and Accident policies
- 403(b) Retirement plan with up to 3% employer match
- Medical and Dependent Flexible Spending Account plans
- Public Transportation and Commuter Pre-Tax Reimbursements
- Generous vacation, sick, and holiday benefits
- Hiring range: $26.00 - $29.00 per hour (Non-Exempt)
Compensation Philosophy and Position Hiring Range:
At Planned Parenthood Los Angeles we continuously work towards our values of Justice, Equity, Diversity, and Inclusion including with our compensation philosophy. PPLA recognizes that decisions about pay and benefits have significant impact on staff, so we are committed to ensuring all positions are rooted in a description that identifies competencies, duties, responsibilities and qualifications, and that they are compensated equitably which takes into account both internal organizational equity and market compensation data for similar roles.
Equal Employment Opportunity will be afforded to all applicants and other covered persons without regard to protected characteristics, including their perceived protected characteristic. Protected categories include: race (including traits historically associated with race, including but not limited to, hair texture and protective hair styles such as, braids, locs, and twists as examples but not exhaustive list), color, religion or religious creed (including religious belief, observation, practice, dress, and grooming practices), national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding/chestfeeding, or related medical conditions), reproductive health decision-making, gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status (including past, current or prospective service in the uniformed service), and any other characteristic protected under applicable federal, state or local law. PPLA will consider for employment qualified applicants with criminal histories in accordance with the requirements of Los Angeles Fair Chance Initiative for Hiring.
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