Empathetic Bilingual Call Center Agent (Remote Healthcare)

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

Benefits offered by this job

Medical, Dental, Vision insurance

PTO and paid holidays

Employee Assistance Program (EAP)

401(k) with employer match

Flexible Spending Account (FSA)

Job summary

Planned Parenthood of Maryland is seeking a bilingual (English/Spanish) Call Center Associate to guide patients through scheduling, insurance verification, and financial counseling with warmth and clarity.

This full-time role starts with on-site training in Baltimore, then shifts to primarily remote work with occasional in-office days. Typical hours are Mon–Fri 8am–5pm, with some Saturdays, reporting to the Call Center Manager.

Qualifications

• High School Diploma or GED required.
• Minimum of 1 year of experience in outpatient clinical/healthcare front or back office.
• Bilingual fluency in reading, writing, and speaking English and Spanish is required.
• Strong social perceptiveness, telephone etiquette, and customer-service attitude.
• Comfort handling high call volumes, navigating computer systems, and prioritizing follow-ups in a fast-paced setting.
• Epic EMR/EPM software experience is highly preferred.

Responsibilities

• Answer inbound calls for multiple health centers, scheduling appointments in the Epic EMR system.
• Verify insurance, provide financial counseling, and give transparent cost estimates.
• Enter patient demographics and coverage details accurately in Epic.
• Provide empathetic support and route complex inquiries per protocol.
• Collaborate with health center teams to meet call center productivity standards.

Skills

Bilingual English/Spanish

Customer service

Phone etiquette

Communication skills

Problem solving

Education

High School Diploma or GED

Tools

Epic EMR

Job description

Planned Parenthood of Maryland is seeking a bilingual (English/Spanish) Call Center Associate to guide patients through scheduling, insurance verification, and financial counseling with warmth and clarity.

This full-time role starts with on-site training in Baltimore, then shifts to primarily remote work with occasional in-office days. Typical hours are Mon–Fri 8am–5pm, with some Saturdays, reporting to the Call Center Manager.