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Bilingual Client Service Associate (English/Spanish) - Baltimore Job ID: DD20123011-90127 Employer Name: PPM - Planned Parenthood of Maryland, Inc.Description:Are you looking for great opportunity to work in an exciting and fast-paced business? Are you fluent in both Spanish and English? Planned Parenthood of Maryland is interested in learning about you. PPM operates a bilingual in-bound call center in Baltimore city, and we are currently looking for qualified bilingual customer service or call center representatives interested in working with us. We do not currently have an opening however we are a growing organization with frequent opportunities within this department.PPM is a thriving Planned Parenthood affiliate with a healthy financial standing and the capacity for expansion of our clinical services as well as our geographic reach. Our mission is to enable all Marylanders to have access to a wide range of high quality, affordable reproductive health care services. By providing medical services, education, training and advocacy, PPM seeks to help individuals make informed decisions about their reproductive health, family planning options, and sexuality.*Please read this posting fully before submitting your profile for consideration*Under the general direction of the Director of Operational Support, the Bilingual Client Service Associate performs the administrative and clinical tasks necessary for efficient call center operations. This position supports both English and Spanish speaking patients, to ensure high-quality patient services through patient education and counseling, effective clinical support, and efficient patient flow. When necessary, the Bilingual Client Services Associate will provide interpretation services for Spanish-speaking clients.We are looking for an experienced, competent person to help accomplish our goals. Experience working in a customer or patient service environment experience is required. Candidates must have demonstrable fluency in speaking, reading and writing both English and Spanish. In-bound call center experience and training are strongly preferred. PPM has a comprehensive and competitive compensation/benefits program to include employer matched 401K, Health, Dental, FSA, employer paid short and long term disability, voluntary life insurance, convenient hours, and a generous time off package. PPM is an equal opportunity employer that accepts Veterans and applicants with Disabled status (EOE/V/D).ESSENTIAL RESPONSIBILITIES:Customer Service: Interact with callers in an exceptionally courteous and empathetic manner at all times. Provide general information to patients via telephone and act as liaison between clients and clinics. Adhere to affiliate goals and policies on professionalism, wait time in-clinic and on the phone, and the system for addressing client complaints.Scheduling: Schedule appointments for all services offered by PPM. Describe services to callers and determine type of appointment needed. Schedule appointments using computerized patient information system in a manner which facilitates efficient patient flow. Collect required demographic, medical and payment information at time of scheduling. Accurately enter insurance information. Make outgoing appointment confirmation or rescheduling calls as needed.Billing Support: Verify insurance for clinic clients prior to the appointment. Make outbound calls to inform clients of costs or lack of coverage.Maintain strict patient confidentiality as required by PPM policy and Federal HIPAA regulation. Comply with OSHA regulations, and PPM policy and procedure.Provide interpretation services as needed for family planning and surgical services patients, in-person and over the phone. Assist with translation of PPM documents, forms and website pages.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.Other duties as assigned.Education/Experience: Any combination of education and experience providing the required skills and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:Possession of a high school diploma or equivalent; andFluency in Spanish and English;Ability to read and write at an eighth grade level.Patient Service or Customer Service experience;Experience working with Computers. Proficiency in use of Microsoft Office (Excel, Word, Outlook).CPR certification or willingness to obtain immediately after employment.Specialized training in medical interpretation or willingness to receive training immediately after employment.Requirements:Travel 0 - 25%Expertise Call Center, Language skills other than EnglishEducation High SchoolJob Type Full TimeLocation MDYears of Experience 0-1 yearsPreferred Language English
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