Job Description

About HealthQ: Established in 1971, HealthQ is a non-profit organization providing sexual and reproductive health. HealthQ's mission is to provide exceptional reproductive and sexual health care to all who need it without judgment and without barriers. With convenient locations on Massachusetts’ North Shore and Merrimack Valley, we provide birth control, abortion care, gender-affirming care, STI testing and treatment, HIV testing and referral, and other preventive health services.

Role Summary: HealthQ is seeking a temporary (estimated 6-month contract), part-time, Patient Care Coordinator to join our Call Center team. The Patient Care Coordinator (PCC) acts as the primary point of contact for patients via phone call and text message and is responsible for setting the stage for a positive, non-judgmental, and supportive experience with our organization. The PCC participates in a team approach to provide quality patient experiences, maintain operational efficiency, initiate revenue cycle management processes, and meet client needs by answering calls, scheduling appointments, problem-solving, offering referral and financial resources, and triaging questions to appropriate parties. This position requires an understanding of and commitment to quality healthcare and excellence in customer service.

Responsibilities:

• Answer incoming calls and texts for three health centers promptly and politely.
• Communicate effectively and sensitively to patients from a wide range of backgrounds and ages. 
• Maintain confidentiality and exercise sensitivity and a nonjudgmental manner in dealing with sexuality and sensitive issues with clients.
• Obtain and document patient and appointment information in electronic health record system.
• Utilize and adhere to phone scripts and guidelines for triaging calls/texts.
• Contact patients on upcoming schedule lists daily to prevent no shows and confirm visit instructions.
• For patients using insurance, conduct verification of insurance benefits and document insurance coverage accordingly.
• Assist patients with HMO plans in obtaining referrals. Record insurance referrals and authorizations as received. 
• For patients not using insurance, generate good faith estimates for cost of service.
• Act as a liaison between patients and financial assistance funds (abortion, gender affirming, etc.); notify the finance department of pledges as confirmed.

Skills:

• At least two (2) years of experience in customer service.
• High School Diploma or the equivalent in education and closely related work experience.
• Bi-lingual in English and Spanish, preferred.

Abilities:

• Dedication to and have passion for reproductive health, and the achievement of reproductive justice and health equity.
• Excellent verbal and written communication and active listening skills including the ability to communicate effectively with diverse audiences.

Other important details:

This position is 22.5 hours per week. The schedule is Monday & Tuesday from 11:30 am - 7:30 pm and Thursday from 9:00 am – 5:00 pm. We are looking for someone to start in this role as soon as possible and stay on the team through the end of January 2026.

HealthQ is an equal opportunity employer. We believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and patients. We strongly encourage people of color and members of the LGBTQ+ community to apply!

Compensation details: 19.67-23.6 Hourly Wage

PI9a54335a629d-37476-38007450

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