Phone Flex Specialist

Job Description

Job Description

About Allegheny Reproductive Health Center

Allegheny Reproductive Health Center (ARHC) has provided compassionate reproductive healthcare for 50 years. This includes abortion services, gender-affirming care, and gynecological care. We serve diverse patients with respect and confidentiality.

General Summary:

The Phone Flex Specialist is ARHC's frontline patient liaison, blending phone support with adaptable administrative duties. This role prioritizes compassionate and operational flexibility in our reproductive healthcare environment.

Core Responsibilities & Time Allocation

1. Primary Patient Communication (85%)

• Phone Support (60%): Serve as first point of contact, providing clear information about services including abortion services, gender-affirming services and general gynecological care.
• Digital Support (25%): Respond to patient inquires via online chat, email and text with accuracy and sensitivity.
  

2. Administrative Coordination (10%)

• Maintain and update patient records in EMR system.
• Keep current with clinic protocols and service updates.
• Coordinate patient financial assistance for procedural and practical support.

3. Team Support & Flexibility (5%)

• Provide backup coverage for other roles once cross-trained.
• Participate in staff trainings.

Any other duties as assigned by the supervisor.

Skills/Qualifications:

1. Excellent communication and interpersonal skills.
2. Detail-oriented with good organizational skills.
3. Strong problem-solving and de-escalation skills.
4. Current CPR certification or willingness to earn CPR certification.
5. Must maintain a calm and personable demeanor. Must be courteous, non-judgmental, but directive and firm toward patients.
6. Ability to maintain calm, commanding demeanor in times of medical emergency or other difficult situations.
7. Ability to work with and interact with individuals from all socio-economic, ethnic, sexually oriented, and religious backgrounds.
8. Ability to be self-motivated, as well as take instruction and guidance from others.
9. Ability to work under conditions of stress with minimal supervision and direction.
   
10. Understand the importance of confidentiality in reproductive healthcare
11. Compassion for people seeking all aspects of reproductive care. Including but not limited to, abortion, gender affirming care, gynecological care etc.

Bonus Skills/Qualifications:

1. 1+ year in healthcare or patient support
2. Familiarity with Athena or similar EMR systems
3. Training or work experience in abortion care, reproductive health.
4. Bilingual abilities are welcomed

Working Conditions:

Employees will interact with a variety of people of various ages, experience and points of reference. Patients may be experiencing emotional stress which may result in ambivalent behavior. Employees may also expect to encounter individuals who are strongly anti-abortion and may verbally harass or possibly threaten employees and/or patients. Possible exposure to contaminated specimens and other conditions associated with a health center environment.