PASS Specialist

Job Details: Level: Entry, Job Location: Remote Associate - Akron, OH, Position Type: Full Time, Education Level: Not Specified, Salary Range: $19.00 - $19.00Hourly, Travel Percentage: Negligible, Job Shift: Any, Job Category: Health Care, Planned Parenthood of Greater Ohio is seeking a mission-minded person to join us as a full-time (37.5 per week) PASS Specialist.

Union Status: Bargaining Unit Position                                           

FLSA Status: Hourly, Non-exempt 

About the Role

The PASS Specialist is a remote role that provides compassionate and accurate support to patients throughout their experience. This position responds to patient calls and messages, assists with appointment scheduling and billing questions, coordinates follow-up communication, and connects clinical questions with the appropriate medical team member.

The PASS Specialist also maintains accurate patient records, protects confidentiality, and follows organizational and regulatory requirements. This role works closely with clinical and administrative teams to help ensure patients receive timely information and a consistent, supportive experience.

The ideal candidate is a thoughtful and resourceful problem-solver who communicates clearly, stays organized, and is comfortable managing multiple patient needs. Experience in healthcare, customer service, patient access, or a related setting is valuable, and training on our systems and processes will be provided.

Why join our team?

Our Mission

We deliver innovative health care, education, and advocacy no matter what.

Our Core Values

Accountable: We take responsibility for our actions and decisions 
Adaptable: We embrace change and remain flexible and resilient 
Collaborative: We work together, valuing diverse perspectives 
Kind: We treat everyone with compassion and respect 
Non-judgmental: We create a safe and inclusive environment 
Solution-oriented: We each operate as champions who look for effective solutions to challenges 
Strategic: We approach our work with a clear vision and thoughtful planning

What You'll Do

In this role, you will help patients navigate reproductive healthcare services, follow-up needs, and other barriers to accessing care. You will work closely with patients, clinical teams, and community partners to help ensure patients receive timely, coordinated, and respectful support.

Patient Access Support Services

Respond to inbound and outbound patient communications regarding appointments, services, billing, and care navigation.
Screen patients for financial assistance and explain available payment and insurance options.
Process appointment requests and maintain accurate scheduling information.
Recognize clinical questions and route them to the appropriate medical staff.
Help support daily Contact Center operations while protecting patient privacy and confidentiality.

Quality, Compliance, and Reporting

Follow organizational, legal, and regulatory requirements related to patient privacy, safety, documentation, and mandated reporting.
Participate in required training, quality improvement activities, and internal audits.
Track navigation and follow-up activities to support program reporting, service improvements, and organizational goals.

Team Collaboration

Partner with clinical teams, Practice Managers, administrative staff, and community organizations to provide coordinated, patient-centered care.
Contribute to projects that improve patient access, care coordination, and service delivery.
Support outreach and program development efforts related to abortion access and patient assistance.
Participate in relevant internal committees and team initiatives.
Promote teamwork, shared accountability, and alignment with Planned Parenthood’s mission and “In This Together” values. 

Qualifications and Benefits: Required Qualifications

High school diploma or equivalent.
Experience in patient support, healthcare customer service, a contact center, care coordination, case management, or a related service-focused role.
Strong verbal and written communication skills, including the ability to handle sensitive and confidential information appropriately.
Strong organizational and time-management skills with the ability to manage multiple priorities in a fast-paced environment.
Comfort using computer-based systems and the ability to learn electronic health records, patient portals, scheduling tools, and billing systems.
Cultural humility and a demonstrated commitment to reproductive freedom, health equity, and nonjudgmental patient care.
Ability to work independently while collaborating effectively with clinical teams, administrative staff, and external partners.

Preferred Qualifications

Experience using electronic health records, patient portals, scheduling systems, or healthcare billing platforms.
Experience in reproductive healthcare, patient access, medical follow-up, or direct patient communication.
Experience working in a high-volume contact center or patient service environment.
Familiarity with reproductive healthcare regulations or public health reporting requirements.
Bilingual or multilingual communication skills.
What We Offer

Paid time off
Paid parental family leave
Medical coverage, with 90% employer-paid base plans for individual coverage
Employer-paid vision coverage
Dental coverage
Employer-paid life insurance
Employer-paid accidental death and dismemberment insurance
Employer-paid short-term and long-term disability coverage
401(k) plan with an employer contribution of up to 4%
Ten paid holidays each year
Two floating holidays each year
Financial incentive program for certified bilingual Associates*

Qualified Associates who demonstrate fluency in a needed language, including Spanish, Nepali, or Somali depending on the geographic service area, may receive a $1.00-per-hour differential following successful completion of the language assessment.

Equal Employment Opportunity
PPGOH is an equal opportunity employer. Employment decisions are based on job-related qualifications, experience, performance, and organizational needs. We do not discriminate against any applicant or Associate based on race, color, religion, sex, including pregnancy, sexual orientation, or gender identity, national origin, age, disability, genetic information, 

military or veteran status, or any other status protected by applicable federal, state, or local law.

We recognize that candidates may not meet every preferred qualification listed. If your skills and experience align with the role, we encourage you to apply.

Reasonable accommodations are available throughout the hiring process