Planned Parenthood of Maryland
Call Center Manager - Bilingual Spanish/English preferred
Planned Parenthood of Maryland, Baltimore, Maryland, United States, 21276
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. Our mission is to enable all Marylanders to have access to a wide range of high‑quality, affordable reproductive health care services. We help individuals make informed decisions about their reproductive health, family planning options, and sexuality.
We are seeking a
Call Center Manager
to join our team. The Call Center Manager is responsible for the daily center operations to enhance and standardize the telephone customer service experience.
Why Join us? As a Call Center Manager with PPM, you will be a part of a passionate team that plays a vital role in the lives of others! Joining PPM means joining a culturally diverse team that includes some of the best nurses, doctors, and clinic managers. You will collaborate with colleagues and our communities to advocate and sustain the vision and values of PPM.
Responsibilities
Lead a team that interacts with callers in a courteous and empathetic manner, providing general information to patients and acting as a liaison between clients and clinics.
Schedule appointments for all services offered, describing services to callers, and determining the type of appointment needed. Use the computerized patient information system to facilitate efficient patient flow, collect required demographic, medical, and payment information, accurately enter insurance details, and make outgoing appointment confirmation or rescheduling calls as needed.
Verify insurance for clinic clients prior to the appointment and make outbound calls to inform clients of costs or lack of coverage.
Lead call center efforts to achieve established productivity goals, monitoring key indicators such as call volumes, wait times, disconnects, and ensuring data accuracy.
Hold all call center staff accountable to specific measurable customer service standards through annual performance monitoring and corrective action plans when expectations are not met.
Maintain strict patient confidentiality as required by PPM policy and Federal HIPAA regulation, and comply with OSHA regulations and PPM policy and procedure.
Develop and update training modules, present to small or large groups, and conduct new hire and refresher trainings for the team.
Assist with emergency situations according to PPM standards and guidelines.
Participate in health center/affiliate efforts to achieve established revenue cycle goals.
Recruit, select, hire, and train new call center staff, preparing 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.
Complete other duties as assigned.
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.
Education and Experience
Bachelor’s degree with 2 years in call center management OR high school diploma with 4 years of progressive experience in call center management required.
Healthcare or non‑profit experience preferred.
Experience leading a work team through organizational or business change, or formal training in change management required.
Excellent customer service and communication skills.
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.
Fluency in Spanish and English and specialized training in medical interpretation or willingness to receive training immediately after employment highly preferred.
Proficient in Microsoft Office.
$50,000 - $60,000 a year
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.
Applicants must pass Criminal Background Screening and the Right to Work in the United States.
PPM Requires COVID‑19 Vaccination as part of Employment.
Planned Parenthood of Maryland Participates with E‑Verify.
#J-18808-Ljbffr
We are seeking a
Call Center Manager
to join our team. The Call Center Manager is responsible for the daily center operations to enhance and standardize the telephone customer service experience.
Why Join us? As a Call Center Manager with PPM, you will be a part of a passionate team that plays a vital role in the lives of others! Joining PPM means joining a culturally diverse team that includes some of the best nurses, doctors, and clinic managers. You will collaborate with colleagues and our communities to advocate and sustain the vision and values of PPM.
Responsibilities
Lead a team that interacts with callers in a courteous and empathetic manner, providing general information to patients and acting as a liaison between clients and clinics.
Schedule appointments for all services offered, describing services to callers, and determining the type of appointment needed. Use the computerized patient information system to facilitate efficient patient flow, collect required demographic, medical, and payment information, accurately enter insurance details, and make outgoing appointment confirmation or rescheduling calls as needed.
Verify insurance for clinic clients prior to the appointment and make outbound calls to inform clients of costs or lack of coverage.
Lead call center efforts to achieve established productivity goals, monitoring key indicators such as call volumes, wait times, disconnects, and ensuring data accuracy.
Hold all call center staff accountable to specific measurable customer service standards through annual performance monitoring and corrective action plans when expectations are not met.
Maintain strict patient confidentiality as required by PPM policy and Federal HIPAA regulation, and comply with OSHA regulations and PPM policy and procedure.
Develop and update training modules, present to small or large groups, and conduct new hire and refresher trainings for the team.
Assist with emergency situations according to PPM standards and guidelines.
Participate in health center/affiliate efforts to achieve established revenue cycle goals.
Recruit, select, hire, and train new call center staff, preparing 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.
Complete other duties as assigned.
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.
Education and Experience
Bachelor’s degree with 2 years in call center management OR high school diploma with 4 years of progressive experience in call center management required.
Healthcare or non‑profit experience preferred.
Experience leading a work team through organizational or business change, or formal training in change management required.
Excellent customer service and communication skills.
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.
Fluency in Spanish and English and specialized training in medical interpretation or willingness to receive training immediately after employment highly preferred.
Proficient in Microsoft Office.
$50,000 - $60,000 a year
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.
Applicants must pass Criminal Background Screening and the Right to Work in the United States.
PPM Requires COVID‑19 Vaccination as part of Employment.
Planned Parenthood of Maryland Participates with E‑Verify.
#J-18808-Ljbffr