Bilingual Call Center Associate at ppmd in 330 N. Howard Street, Baltimore, MD 21201

Job description

• Ready to be the empathetic voice connecting community members to high-quality, compassionate reproductive healthcare? Planned Parenthood of Maryland (PPM) is seeking a fluent bilingual (English/Spanish), customer-focused Call Center Associate to join our Client Services team. As the primary point of contact for callers across Maryland, you will help patients navigate appointment scheduling, financial counseling, and insurance verification with warmth, clarity, and respect. If you thrive in a fast-paced environment and want to use your bilingual communication skills for a vital mission, we want you on our team!
• This position begins with 1-2 weeks of on-site training and orientation in our Baltimore office. After that, you would work primarily remotely, coming into the office one day a month, or more if needed. The hours for this full-time position are Monday-Friday 8am-5pm, plus some Saturdays.

Responsibilities

• Reporting directly to the Call Center Manager, you will provide essential telephone assistance for clients inquiring about PPM’s clinical services, payment options, insurance coverage, health center hours, and locations. You will manage a high volume of daily inbound calls, schedule visits across multiple health centers, and ensure every client feels supported before stepping foot in our clinics.
• Guide Patients & Schedule Visits: Answer inbound calls for multiple health centers in a timely, customer-friendly manner, performing initial visit assessments and scheduling appointments in our Epic EMR system.
• Conduct Insurance Verification & Financial Counseling: Collect insurance details, perform timely online or telephone coverage authorizations, resolve billing questions, and provide transparent cost estimates so patients know what to expect prior to their visit.
• Ensure Data Accuracy in Epic: Accurately enter and document patient demographics, insurance coverage details, pharmacy preferences, and fee assessments in Epic.
• Deliver Compassionate Problem-Solving: Respond to basic client questions, route complex inquiries or medical messages according to protocol, and provide empathetic support for callers navigating difficult situations.
• Collaborate for Service Excellence: Partner with health center teams and business office staff to meet call center productivity standards and elevate the overall patient experience.

Requirements

• High School Diploma or GED required.
• Minimum of 1 year of experience working in an outpatient clinical setting or healthcare environment performing front or back office medical assistant/administrative duties.
• Bilingual Fluency: Full fluency in reading, writing, and speaking both English and Spanish is required.
• Strong social perceptiveness, telephone etiquette, and a cooperative, customer-service-oriented attitude.
• Comfort managing high call volumes, navigating computer systems, and prioritizing follow-up tasks in a fast-paced setting.
• Highly Preferred: Working knowledge and hands-on experience with Epic EMR/EPM software.

Skills

Required

• Strong social perceptiveness
• telephone etiquette
• Comfort managing high call volumes
• prioritizing follow-up tasks
• Epic EMR/EPM software
• computer systems

Benefits

• Competitive Hourly Compensation: $16 – $18 per hour
• Comprehensive Coverage: Medical, Dental, and Vision insurance.
• Work-Life Harmony: Generous Paid Time Off (PTO), Paid Holidays, and an Employee Assistance Program (EAP).
• Future Security: 401(k) Retirement Plan with Employer Match and Flexible Spending Account (FSA).
• Note: This position is subject to CBA governed terms and conditions via our partner SEIU 1199.
• $16 - $18 an hour
• Note: This position is subject to CBA governed terms and conditions via our partner SEIU 1199.