Bilingual Call Center Associate (Part-Time)

Ppmd; Baltimore (MD); Hybrid; USD 22,000 - 25,000; Part time

Job summary

Planned Parenthood of Maryland (PPM) is seeking a part-time Call Center Associate to provide high-quality telephone support, verify insurance, schedule visits, and explain payment options. Under supervision of the Call Center Manager, the CSA will handle high call volumes across sites, maintain Epic entries, and deliver compassionate customer service in English and Spanish.

Hybrid role with two weeks of onsite training, one week orientation, and at least one in-office day per month.

Qualifications

• High school diploma or equivalent required.
• English and Spanish fluency required.
• Experience with insurance verification and patient financial counseling preferred.
• Experience using Epic is highly preferred.

Responsibilities

• Answer phones for multiple sites in a timely, friendly manner.
• Verify insurance and collect financial responsibilities at scheduling.
• Schedule appointments in Epic and document patient information.
• Provide clear information and support to patients, escalating issues as needed.

Skills

Customer service

Phone handling

English fluency

Spanish fluency

Insurance verification

Financial counseling

Data entry

Communication skills

Education

High school diploma or equivalent

Tools

Epic system

Job description

Planned Parenthood of Maryland (PPM) is a not-for-profit family planning agency that provides high-quality, affordable reproductive health care for women, men, and teens. Our mission is to enable all Marylanders to have access to a wide range of high-quality, affordable reproductive health care services. We help individuals make informed decisions about their reproductive health, family planning options, and sexuality.

Why Join us?

As a Call Center Associate (CSA) with PPM, you will be a part of a passionate team that plays a vital role in the lives of others! And joining PPM, means joining a culturally diverse team that includes some of the best nurses, doctors, clinic managers and business office staff – if you want your career to be a part of a passionate and diverse group - we are looking for you!

Job Description:

Under the direct supervision of the Call Center Manager, the Call Center Associate (CSA) is responsible for providing high quality telephone contact and assistance for clients regarding Planned Parenthood of Maryland (PPM) services, payment options, insurances, hours, locations, and other inquiries. The focus is on outstanding client satisfaction while maintaining or exceeding PPM productivity and customer service standards.

This position is a Hybrid role: 2-week onsite training, 1-week onsite orientation, and at least 1 day per month in office.

Part-time: 3 days per week from 8:30am-5:00pm (scheduled days: Monday, Wednesday & Thursday)

Pay Rate: $16-$18 per hour

• All duties and responsibilities are performed in a professional and customer service-oriented manner in compliance with PPM's Manual of Medical Standards and Guidelines, PPM policies and procedures, and State and Federal regulatory requirements.
• Demonstrate proficiency in use of telephone system and insurance verification processes.
• Answer phones for multiple sites in a timely, consistent, customer-friendly manner, responding to client requests and inquiries.
• Manage high volume of calls daily and prioritize any required follow-though.
• Respond to callers' basic questions and resolve issues using agency resources in accordance with PPM protocol.
• Transfer calls to appropriate staff and/or departments as well as take messages as indicated by protocol.
• Schedule appointments in Epic system according to PPM protocol and demonstrate knowledge of PPM protocols and services to provide basic assessment for the purpose of scheduling visits.
• Collect insurance information as appropriate, and ensure patients are aware of estimated financial responsibility at the time of scheduling. Responsible for the timely verification and authorization of insurance for patients by phone or online.
• Resolves any issues with coverage and escalates complicated issues to a supervisor.
• Clearly documents benefit information in Epic and communicates this information to health center staff.
• Provides accurate financial counseling for patients regarding their estimated cost of services before the patient arrives for their appointment. Instruct clients on all information/documents that are needed to be brought to their appointment. Respond effectively and appropriately to patients with difficult situations that require further attention in accordance with PPM protocol.
• Perform data entry into Epic for patient demographic information, fee assessment, insurance/pharmacy information and visit information as appropriate.
• Work as part of medical services team to meet established productivity standards for patient numbers, quality, and customer service. Meet productivity standards specific to call center.
• Assist in identifying issues and trends and make recommendations to help improve overall customer service experience. Participate in training sessions, including computer-assisted learning, as required.
• Demonstrates PPM customer service standards.
• Demonstrates social perceptiveness and being service-oriented.
• Demonstrates a cooperative and courteous attitude.
• Demonstrates excellent writtenand verbal and phone communication skills.
• High school diploma or equivalent required.
• One year of work experience in an out-patient clinical setting or a healthcare setting performing back or front office medical assistant duties required.
• Ability to read, write, and speak English fluently required.
• Ability to read, write, and speak Spanish fluently required.
• Experience working in Epic is highly preferred.

Equal Opportunity Statement:

Planned Parenthood of Maryland is an Equal Opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion (creed), gender, gender expression, sexual orientation, national origin (ancestry), disability, genetic information, pregnancy, military status, or any other protected characteristics outlined by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring placement, promotion, termination, layoff, recall, transfer, leaves or absence, compensation, and training.

Applicants must pass Criminal Background Screening and the Right to Work in the United States.

PPM Requires COVID-19 Vaccination as part of Employment.