Call Center Associate; -Bilingual

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.

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 to be a part of a passionate and diverse group – we are looking for you!

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-weeks onsite training, 1-week onsite orientation, and at least 1 day per month in office.

Full-time hours: M-F and some Saturdays (8:00am-5:30pm)

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 written and 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…