Contact Center Service Navigator - Los Angeles, CA

Planned Parenthood Los Angeles is seeking an experienced Contact Center Service Navigaor with excellent communication and customer service skills to work in our Downtown Los Angeles Headquarters. A Contact Center Service Navigator is a community health professional that focuses on the abortion patients need to access care on both an individual basis, and at a systems level. This position will be a resource to our Call Center Specialists with a focus on patient care and navigating our patients for abortion care and other specialty services at PPLA. This position will focus and support the Call Center with communication from external parties, administrative support focused on services to our patients to streamline access to care for abortion services for patients traveling from out of state in a seamless and timely manner. Additionally this position will answer phone calls to assist with patient care and requests to make appointments for specialty services, addressing questions, and offering service referrals as needed. Creates a positive first impression with callers by providing professional, efficient and caring service. Performs duties to ensure productivity expectations, customer service and compliance standards are maintained. Follow affiliate protocols, policies and procedures and any center-specific policies and procedures. Abides by the organization’s mission in performing job duties. Participates as a member of a team providing confidential, quality patient services, allowing patients to maintain a sense of dignity, trust and safety. Demonstrates an understanding of and commitment to quality healthcare and excellent customer service.

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 receive the seasonal influenza immunization and updated COVID-19 immunization (2024-2025 formula) OR wear a respiratory mask when in contact with patients or working in patient care areas.

• High School Diploma or equivalent required.
• Minimum two (2) years of experience in a call center, social services or case management field required or equivalent college degree.
• Experience in scheduling using an automated patient management system in a healthcare environment preferred.
• Proficient in Microsoft Office such as Microsoft Word, Excel, PowerPoint and Outlook.
• Experience with Electronic Medical Record system preferably NextGen. 
• Ability to communicate effectively with multiple audiences. 
• Ability to work independently and as a team member. 
• Ability to prioritize and manage numerous projects simultaneously. 
• Ability to manage stress with multiple competing priorities while maintaining a positive attitude and affect.
• Ability to manage details, handle a variety of tasks simultaneously and work under pressure.
• Ability to effectively use organization’s computer systems and electronic health records.
• Excellent written and verbal communication skills. 
• Accuracy and attention to detail essential. 
• Professional appearance and attitude.
• Willingness and ability to adapt to change including advances or new technology
• Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction.
• Requires an understanding of and commitment to quality healthcare and excellent customer service.
• Ability to provide effective, equitable, understandable, and respectful quality care and services that are responsive to the diverse cultural health beliefs and practices, preferred language, health literacy and other communication needs. 
• Availability to work flexible hours, including weekends and evenings as required.
• Fluency in Spanish/English preferred 
• Ability and willingness to travel within Los Angeles County.
• Reliable means of transportation for onsite and off-site work.

• Abortion patients are cared for at each of our health centers, and in part through the administrative, support, and other non-clinical services provided at all PPLA locations, and by all PPLA employees. Supporting these critical services is an essential job duty, and a fundamental responsibility of all employees and contractors.Ability to communicate effectively with multiple audiences. 
• Ability to work independently and as a team member. 
• Ability to prioritize and manage numerous projects simultaneously. 
• Ability to manage stress with multiple competing priorities while maintaining a positive attitude and affect.
• Ability to manage details, handle a variety of tasks simultaneously and work under pressure.
• Ability to effectively use organization’s computer systems and electronic health records.
• Excellent written and verbal communication skills. 
• Accuracy and attention to detail essential. 
• Professional appearance and attitude.
• Willingness and ability to adapt to change including advances or new technology
• Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction.
• Requires an understanding of and commitment to quality healthcare and excellent customer service.
• Ability to provide effective, equitable, understandable, and respectful quality care and services that are responsive to the diverse cultural health beliefs and practices, preferred language, health literacy and other communication needs. 
• Availability to work flexible hours, including weekends and evenings as required.
• Fluency in Spanish/English preferred 
• Ability and willingness to travel within Los Angeles County.
• Reliable means of transportation for onsite and off-site work.
• If using a personal vehicle to drive for work purposes, a valid CA driver license and current auto insurance in compliance with the minimum requirements of CA vehicle code are required.

• 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 $29.00 - $35.00 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.