Planned Parenthood of Maryland Inc. · 21 hours ago
Call Center Manager - Bilingual Spanish/English preferred
330 N. Howard Street, Baltimore, MD 21201
Full-time
Onsite
Mid, Senior Level
$50K/yr - $60K/yr
2+ 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 Manager is responsible for the daily center operations to enhance and standardize the telephone customer service experience, leading a team to ensure exceptional service and efficient scheduling.
Hospital & Health Care
No H1B
Responsibilities
Lead a team that always interacts with callers in an exceptionally courteous and empathetic manner
Provides general information to patients via telephone and act as liaison between clients and clinics
Adheres to affiliate goals and policies on professionalism, wait time in-clinic and on the phone, and the system for addressing client complaints
Lead a team that schedules appointments for all services offered by PPM
Describes services to callers and determine type of appointment needed
Schedules appointments using computerized patient information system in a manner which facilitates efficient patient flow
Collects required demographic, medical and payment information at time of scheduling
Accurately enters insurance information
Make outgoing appointment confirmation or rescheduling calls as needed
Lead a team that verifies insurance for clinic clients prior to the appointment
Makes outbound calls to inform clients of costs or lack of coverage
Lead call center efforts to achieve established goals for productivity
Monitor key indicators, including call volumes, wait times, disconnects and other call center monitoring activities as needed
Ensures data accuracy
Hold all call center staff accountable to specific measurable customer service standards (e.g. through annual performance monitoring and implementing corrective action plans when customer service expectations are not being met.)
Maintain strict patient confidentiality as required by PPM policy and Federal HIPAA regulation
Comply with OSHA regulations, and PPM policy and procedure
Create and update training modules as well present to small or large groups
Responsible for conducting new hire trainings within the call center as well as refresher trainings for the team
Assist with emergency situations according to PPM standards and /guidelines
Participate in health center efforts to achieve established goals for productivity
Participate in health center/affiliate efforts to achieve established revenue cycle goals
Recruits, selects, hires and trains new call center staff and prepare them to respond to customer questions and complaints
Evaluate individual performance reviews and overall team effectiveness
Compile data for patient services statistics and surveillance reports
Attend in-services, staff meetings, and staff development activities as required
Other duties as assigned
Qualification
Required
Bachelor's degree with 2 years in a call center management OR high school diploma with 4 years of progressive experience in call center management
Experience leading a work team through organizational or business change, or formal training in change management
Excellent customer service and communication skills
An outgoing, professional, positive attitude with proven ability to create and maintain highly functioning work teams and develop strong alliances with people at all levels of an organization and community
Proficient in Microsoft Office
Applicants must pass Criminal Background Screening and the Right to Work in the United States
PPM Requires COVID-19 Vaccination as part of Employment
Preferred
Healthcare or non-profit experience
Fluency in Spanish and English and specialized training in medical interpretation or willingness to receive training immediately after employment
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
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