Planned Parenthood of Maryland Inc. ยท 1 week ago
Bi-Lingual Call Center Associate (Full-Time $16-$18/hr)
330 N. Howard Street, Baltimore, MD 21201
Full-time
Hybrid
Entry Level
$16/hr - $18/hr
1+ years expPlanned Parenthood of Maryland (PPM) is a not-for-profit family planning agency that provides high-quality, affordable reproductive health care. The Call Center Associate (CSA) will be responsible for providing telephone assistance for clients regarding PPM services, ensuring outstanding client satisfaction while adhering to productivity and customer service standards.
Hospital & Health Care
No H1B
Responsibilities
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
Qualification
Required
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
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-through
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
Resolve any issues with coverage and escalate complicated issues to a supervisor
Clearly document benefit information in Epic and communicate this information to health center staff
Provide 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
Preferred
Experience working in Epic is highly preferred
Benefits
Medical, Dental, and Vision insurance.
Flexible Spending Account.
Life, AD&D Insurance.
Short-Term and Long-Term Disability.
Paid Time Off (PTO) and Paid Holidays.
Employee Assistance Program.
401(k) Retirement Plan.
Company
Planned Parenthood of Maryland Inc.
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.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Carlos Plazas
Chief Operations Officer
Kyle Bukowski, MD, FACOG
Chief Medical Officer
Company data provided by crunchbase