Bilingual Call Center Associate

Planned Parenthood of Maryland • Baltimore, MD

5d • Hybrid

About The Position

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. 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.

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.
• 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.
• Applicants must pass Criminal Background Screening and the Right to Work in the United States.
• PPM Requires COVID-19 Vaccination as part of Employment.

Nice To Haves

• Working knowledge and hands-on experience with Epic EMR/EPM software.

Responsibilities

• Provide essential telephone assistance for clients inquiring about PPM’s clinical services, payment options, insurance coverage, health center hours, and locations.
• Manage a high volume of daily inbound calls.
• Schedule visits across multiple health centers.
• Ensure every client feels supported before stepping foot in our clinics.
• 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.
• Collect insurance details, perform timely online or telephone coverage authorizations, resolve billing questions, and provide transparent cost estimates.
• Accurately enter and document patient demographics, insurance coverage details, pharmacy preferences, and fee assessments in Epic.
• Respond to basic client questions, route complex inquiries or medical messages according to protocol, and provide empathetic support for callers navigating difficult situations.
• Partner with health center teams and business office staff to meet call center productivity standards and elevate the overall patient experience.

Benefits

• Medical, Dental, and Vision insurance.
• Generous Paid Time Off (PTO).
• Paid Holidays.
• Employee Assistance Program (EAP).
• 401(k) Retirement Plan with Employer Match.
• Flexible Spending Account (FSA).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED