Call Center Associate (Part-Time: $16-$18/hr) Bilingual Preferred

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.

Overview of Job Duties

• 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
• 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
• Absorb and respond to feedback from patients and colleagues to improve overall customer service experience
• Participate in training sessions, including computer-assisted learning, as required

Education and Experience

• 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 highly preferred
• 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.