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  •   Call Center Agent, Full Time, Beverly, MA

    Open Position

    Call Center Agent
    Job Type: Full-time (5 Days / Week)

    Position Summary

    Participates in team approach to increase patient numbers and maintain efficiency by answering calls, scheduling appointments, problem solving and triaging questions to appropriate parties. Requires an understanding of and commitment to quality healthcare and excellence in customer service.

    Essential Duties / Responsibilities

    Call Center Agent – Act as the primary point of contact for patients via telephone, setting the stage for a positive and supportive experience with our organization.

    • Answer incoming calls for three sites promptly and politely, and triage appropriately
    • Review call center data for three sites weekly, and report performance against set targets and any performance issues to Regional Manager
    • Call Lawrence, Haverhill, and Beverly patients on No Show Prevention call list (under Appointments) daily to prevent no shows
    • Based on information from no show prevention calls, make recommendations for decreasing no shows across three sites
    • Verify insurance coverage
    • Call abortion patients to confirm visit instructions;
    • Obtain and enter accurate data during the registration process
    • Utilize and adhere to phone scripts and guidelines for triaging calls
    • 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.

    Front Desk - Facilitate patient contact process and initiate appropriate greeting and appointment preparations.

    • Greet patients in a courteous, respectful, caring manner
    • Ensure patients receive required forms
    • Inform patients about availability of fee for service discounts based on income; and MA Department of Public Health coverage in specific situations
    • Assist patient to complete the Application for Discounted Care
    • Create accurate case policies in Athena
    • Enter complete and accurate information in Athena
    • Collect copays, unpaid balance amounts, and set up payment plans;
    • Follow all procedures outlined in Front Desk Manual without errors
    • Assist with photocopying, mailing, banking and other clerical duties.

    Qualifications

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily as well as perform multiple duties simultaneously. Additionally, the individual must relate well to patients as well as professional and non-professional staff. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Travel is necessary in performance of duties.

    Education and Experience

    • Bi-lingual (Spanish) Required
    • Minimum of High School Degree with 2 years’ experience in health or human services required.
    • Strong organizational and interpersonal skills and ability to work independently required. Ability to work in a computerized office environment required, including skill in E-mail and word processing software applications. Demonstrated skill with electronic health record (EHR) and MS office preferred.
    • Must be able to relate well to diverse comminutes and individuals.
    • Ability to go from site to site when needed.

    Benefits

    Health Quarters offers a comprehensive benefit package which includes; Health, dental and vision insurance, retirement savings, a generous vacation package, flexible spending accounts, and many additional benefits.

    Health Quarters

    Established in 1971, Health Quarters is a non-profit reproductive and sexual health care organization focused on serving low-income communities. Our dedicated, experienced, professional team specializes in providing the best patient-centered, reproductive and sexual health care, delivered with compassion and sincere care. With convenient locations on Massachusetts’ North Shore and Merrimack Valley, we provide birth control, medical and aspiration abortion, STD testing and treatment, HIV testing and referral, and other preventive health services.

    Winner of the 2018 LGBTQ Healthcare Equality Award for the fourth year in a row, we strive to:

    • Provide quality, compassionate healthcare regardless of race, sexual orientation, gender identity, or economic status;
    • Remain committed to reproductive justice;
    • Provide comprehensive and accurate information and education to all patients;
    • Create a diverse, supportive work environment that fosters and empowers excellence.

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is frequently exposed to infection. The employee encounters inadequate lighting, fumes or airborne particles on a rare to occasional basis. The noise level in the environment is moderate.

    See Below For Career Form / Complete Workplace Anti-Discrimination & Equal Employment Opportunity Policies.


  •   Staff Accountant, Part Time, Beverly, MA

    Open Position

    Staff Accountant
    Job Type: Part-time (22.5 Hours / Week)

    Position Summary

    HealthQuarters is looking to add a part time (22.5 hours/wk) Staff Accountant to its team. Under the guidance of the Director of Finance and Revenue, this position will be in a supportive role for a wide variety of accounting, finance, and administrative tasks critical to the organization. The ideal candidate will have a strong accounting and finance background.

    Essential Duties / Responsibilities

    • Enter approved budgets into Quick Books and run budget vs actual reports monthly.
    • Create journal entries in Quick Books.
    • Prepare Accounts Payable reports to show clients, code invoices, enter into Bill.
    • Com.
    • Prepare monthly bank reconciliations.
    • Track bank balances daily to help clients manage cash flow.
    • Prepare DPH cost and unit contract invoices and brief narrative.
    • Prepare monthly bills for the state contracts, and enter monthly receipts.
    • Maintain inventory of all capital assets.
    • Maintain forms and all grant application financial materials.
    • Assure that financial chart audits and insurance audits are done to review integrity of billing, family planning encounter reports and transmission system.
    • Determine allocation of payroll bi-weekly based on approved allocation method; review bi-weekly time sheets, verify supervisor approvals and time off hour usage.
    • Process bi-weekly payroll; create reports from payroll system for Finance Director.
    • Supply Director of Finance with Family Planning Encounter Report Data.
    • Assist with submission of FPAR data monthly reports; monitor sub recipient invoicing and follow up on late invoices.
    • Assist with preparation of audit work papers.

    Qualifications

    • Associates or Bachelor’s degree in Finance
    • One-three years’ experience in Finance, Accounting and Payroll
    • Ability to work in a computerized office environment, including skill in E-mail, word-processing, Excel, Quick Books, and Payroll software application.
    • Attention to detail, strong organizational, interpersonal and telephone reception skills required.

    Benefits

    Health Quarters offers a comprehensive benefit package which includes; Health, dental and vision insurance, retirement savings, a generous vacation package, flexible spending accounts, and many additional benefits.

    Health Quarters

    Established in 1971, Health Quarters is a non-profit reproductive and sexual health care organization focused on serving low-income communities. Our dedicated, experienced, professional team specializes in providing the best patient-centered, reproductive and sexual health care, delivered with compassion and sincere care. With convenient locations on Massachusetts’ North Shore and Merrimack Valley, we provide birth control, medical and aspiration abortion, STD testing and treatment, HIV testing and referral, and other preventive health services.

    Winner of the 2018 LGBTQ Healthcare Equality Award for the fourth year in a row, we strive to:

    • Provide quality, compassionate healthcare regardless of race, sexual orientation, gender identity, or economic status;
    • Remain committed to reproductive justice;
    • Provide comprehensive and accurate information and education to all patients;
    • Create a diverse, supportive work environment that fosters and empowers excellence.

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is frequently exposed to infection. The employee encounters inadequate lighting, fumes or airborne particles on a rare to occasional basis. The noise level in the environment is moderate.

    See Below For Career Form / Complete Workplace Anti-Discrimination & Equal Employment Opportunity Policies.


  •   Senior Operations Manager, Full Time, Beverly, MA

    Open Position

    Senior Operations Manager
    Job Type: Full-time (5 Days / Week)

    Position Summary

    The Senior Operations Manager is accountable for the efficient operation of all HQ Health Centers to achieve and maintain a profitable medical practice, high quality patient care, and standardized operations at all times. The Senior Operations Manager is accountable for health center operational outcomes and achievement of strategic business goals, in the areas of patient experience, patient access, revenue-cycle, financial performance goals and compliance with regulatory and accreditation requirements. She/he works in collaboration with the Executive and Medical Director to plan, implement and lead quality and process improvement strategies to achieve efficient use of staff, productivity, visit volume, call optimization, schedule utilization and throughput toward achievement of a high-quality patient experience. She/he works with state and federal agencies to manage and comply with grant guidelines, reporting, and requirements.

    Essential Duties / Responsibilities

    • Plan, organize, direct and evaluate operations to ensure the provision of exceptional and appropriate care for three to four health center sites.
    • Using a data-driven approach, analyze volume, productivity, new patient, patient retention and other service data; utilize quality indicators; and, in collaboration with Executive Director, identify and review marketplace data in order to identify opportunities for new services and evaluate both ROI and mission impact.
    • Recommend and implement strategies and direction for new business development and marketing.
    • Develop clear and consistent reporting of health center progress toward operational goals and objectives.
    • Regularly report results and plans to management and staff.
    • Supervise Regional Manager and/or staff to develop center-specific operational goals, metrics and measurements; report results.
    • Work collaboratively with Human Resources to ensure non-licensed and licensed staff are consistently oriented, trained and coached to provide excellent patient care and customer service consistent with medical standards and guidelines.
    • Responsible for ensuring an excellent patient experience from initial point of contact to check-out and follow-up.
    • Addresses and resolves patient complaints and grievances in a timely manner.
    • Maintain ownership of and updates operational policies and procedures as needed.
    • Maintain oversight over operational aspects of the electronic medical record system and adjunct technologies.

    Qualifications

    • BA/BS required. Relevant experience is highly valued.
    • At least 5 years successful management experience in a health care setting.
    • Certified Medical Practice Executive (CMPE) certification desirable.
    • Expectation to accommodate working on some Saturdays and evenings.
    • Travel to all HQ locations required (Haverhill, Lawrence, Beverly, MA).
    • Demonstrated skills in planning, organizing, and coordination of health service operations, and leading complex team-based operations.
    • Excellent leadership skills, which ensure the ability to communicate goals, clarify tasks, and build effective teams and partnerships.
    • Commitment to and experience in positions focused on customer service and satisfaction.
    • Extensive knowledge and experience with budgeting and revenue cycle management.
    • Basic knowledge of quality improvement tools and processes.
    • Demonstrated ability to work with people of different races, ethnicities, sexual and gender identities and expressions, ages, abilities and experiences.
    • Commitment to addressing the impact of racism and other oppressions on sexual health.
    • A commitment to HQ’s vision, mission and values.

    Benefits

    Health Quarters offers a comprehensive benefit package which includes; Health, dental and vision insurance, retirement savings, a generous vacation package, flexible spending accounts, and many additional benefits.

    Health Quarters

    Established in 1971, Health Quarters is a non-profit reproductive and sexual health care organization focused on serving low-income communities. Our dedicated, experienced, professional team specializes in providing the best patient-centered, reproductive and sexual health care, delivered with compassion and sincere care. With convenient locations on Massachusetts’ North Shore and Merrimack Valley, we provide birth control, medical and aspiration abortion, STD testing and treatment, HIV testing and referral, and other preventive health services.

    Winner of the 2018 LGBTQ Healthcare Equality Award for the fourth year in a row, we strive to:

    • Provide quality, compassionate healthcare regardless of race, sexual orientation, gender identity, or economic status;
    • Remain committed to reproductive justice;
    • Provide comprehensive and accurate information and education to all patients;
    • Create a diverse, supportive work environment that fosters and empowers excellence.

    See Below For Career Form / Complete Workplace Anti-Discrimination & Equal Employment Opportunity Policies.


Workplace Anti-Discrimination & Equal Employment Opportunity Policy

It is the policy of Health Quarters to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, creed, color, national origin, sex, sexual orientation, gender identity, age, ancestry, physical or mental disability, and medical condition including medical characteristics, marital status or any other classification protected by applicable local, state or federal laws. This policy prohibits unlawful discrimination based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, working conditions, compensation, promotion, benefits, scheduling, training, discipline and termination

HQ considers all applicants without regard to race, national origin, gender identity, age, disability, genetics, physical or mental handicap, veteran or national guard status, religion, ancestry, genetic information, sexual orientation, or any other category protected by federal, state or local law. Equal access to programs, services and employment is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Click Below For Our HQ Employee Referral Bonus Program

HQ-Employee-Referral-Bonus-Program

Affiliations

american academy of family physicians
association of reproductive health professionals
national family planning
lgbtq healthcare equality
national abortion federation
abortion care network