Call Center Manager - Bilingual Spanish

Overview

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 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.

If you are organized, reliable, and a results-driven professional, who has a practical mind to solve problems on the spot, partnered with an ability to see the “big picture” and make improvements, we are looking for you!

• Customer Service
  :
  Lead a team that always interacts with callers in an exceptionally courteous and empathetic manner. 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
  :
  Lead a team that schedules appointments for all services offered by PPM. Describe services to callers and determine the type of appointment needed. Schedule appointments using computerized patient information system in a manner that 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
  :
  Lead a team that verifies insurance for clinic clients prior to the appointment. Make outbound calls to inform clients of costs or lack of coverage.
• Lead call center efforts
  :
  Achieve established goals for productivity. Monitor key indicators, including call volumes, wait times, disconnects and other call center monitoring activities as needed. Ensure 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.
• Employee training
  :
  Create and update training modules as well as 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
  : 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.

• 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.

• 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 required.
• Healthcare or non-profit experience preferred.
• Experience leading a work team through organizational…