Bilingual Call Center Associate

Planned Parenthood Federation of America

. Provide telephone assistance to clients inquiring about clinical services, payment options, insurance coverage, health center hours, and locations .

Posted 9/23/2026full-timeBaltimore • Maryland • United StatesJuniorMid-Level💰 $16 - $18 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing high call volumes and providing empathetic support in a healthcare environment, with proficiency in Epic EMR for patient documentation and appointment scheduling. Bilingual in English and Spanish, ensuring effective communication with diverse client populations.

Highest-signal resume keywords

Epic EMR ExperienceBilingual in English and SpanishCustomer Service OrientationHigh Call Volume ManagementOutpatient Clinical Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Patient DocumentationAppointment SchedulingInsurance VerificationBilling ResolutionData Entry

Soft Skills

EmpathySocial PerceptivenessTelephone EtiquetteCooperation

Tools & Technologies

Epic EMR/EPM Software

Certifications & Qualifications

High School Diploma or GEDCOVID-19 VaccinationCriminal Background Screening

Industry Keywords

Healthcare EnvironmentOutpatient Clinical SettingCall Center ProductivityPatient Experience

About the role

Key responsibilities & impact

Provide telephone assistance to clients inquiring about clinical services, payment options, insurance coverage, health center hours, and locations
Manage a high volume of inbound calls
Perform initial visit assessments and schedule appointments across multiple health centers in Epic EMR
Collect insurance details and perform online or telephone coverage authorizations
Resolve billing questions and provide cost estimates
Accurately enter and document patient demographics, insurance coverage, pharmacy preferences, and fee assessments in Epic
Respond to basic client questions and route complex inquiries or medical messages according to protocol
Provide empathetic support to callers
Collaborate with health center teams and business office staff to meet call center productivity standards and improve the patient experience
Report directly to the Call Center Manager

Requirements

What you’ll need

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 required
Strong social perceptiveness and telephone etiquette
Cooperative, customer-service-oriented attitude
Ability to manage high call volumes, navigate computer systems, and prioritize follow-up tasks in a fast-paced setting
Highly preferred: Working knowledge and hands-on experience with Epic EMR/EPM software
Must pass Criminal Background Screening
Right to Work in the United States required
COVID-19 vaccination required as part of employment

Benefits

Comp & perks

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)
Primarily remote work after 1–2 weeks of on-site training and orientation
Subject to CBA governed terms and conditions via partner SEIU 1199