Call Center Operator / Specialty Concierge - Healthcare

Mercy Medical Center•Baltimore, MD

15h

About The Position

Join Our Team at Mercy Medical Center – Now Hiring a Call Center Operator / Specialty Concierge for our downtown Baltimore location! Mercy Medical Center is honored to be recognized by Newsweek as one of America's Most Trustworthy Companies for three consecutive years (2023–2025) and as one of America's Greatest Workplaces for Women in 2025. Additionally, we are proud to be a multi-time recipient of Forbes' America's Best Midsize Employers award, most recently in 2025. As a hospital founded by the Sisters of Mercy, we offer a supportive and empowering environment where dedicated medical professionals thrive. If you're passionate about making a meaningful impact through your work and contributing to a mission of compassionate care, we invite you to apply today and join our Mercy family. The Call Center Operator / Specialty Concierge's primary purpose is to serve as a scheduling liaison for patients between MFC primary care providers and SPPS specialists. Excellent customer service and ability to accurately schedule patient appointments per specialty office protocols are required. The Speciality Concierge will be the initial point of contact for patients and this interaction will function as a key component to the overall patient experience. Responsibilities include scheduling office appointments and procedures as well as taking accurate phone messages, making reminder calls to patients per office protocol, taking accurate Rx refill requests and sending them through Epic to provider pools, insure referrals are in the system for upcoming appointments, flag offices for patients coming with high balances. The Concierge also responsible for sending out new patient packets, scanning documents, working workqueues (WQs), recommending workflow efficiencies to improve the patient experience. Provide patients with information on physicians, directions to locations and educational materials. Answer patients or physicians questions. Interviews callers to obtain full understanding of what information is being requested. Provide high quality customer service on every call. Promote teamwork and call center success. Responsible for satisfying the customer and maintaining the image of Mercy Medical Center. This position requires a self-directed individual with comprehensive knowledge of insurance requirements, customer service skills, problem solving and the ability to multi-task.

Requirements

Must possess a high school diploma or GED
3 years of medical office or medical call center experience strongly preferred.
Previous EPIC experience preferred
This position requires a self-directed individual with comprehensive knowledge of insurance requirements, customer service skills, problem solving and the ability to multi-task.

Responsibilities

Serve as a scheduling liaison for patients between MFC primary care providers and SPPS specialists.
Accurately schedule patient appointments per specialty office protocols.
Be the initial point of contact for patients.
Schedule office appointments and procedures.
Take accurate phone messages.
Make reminder calls to patients per office protocol.
Take accurate Rx refill requests and sending them through Epic to provider pools.
Insure referrals are in the system for upcoming appointments.
Flag offices for patients coming with high balances.
Send out new patient packets.
Scan documents.
Work workqueues (WQs).
Recommend workflow efficiencies to improve the patient experience.
Provide patients with information on physicians, directions to locations and educational materials.
Answer patients or physicians questions.
Interview callers to obtain full understanding of what information is being requested.
Provide high quality customer service on every call.
Promote teamwork and call center success.
Responsible for satisfying the customer and maintaining the image of Mercy Medical Center.

Benefits

Benefits Eligibility is based on your scheduled FTE status and Job Category
Competitive health, prescription, vision and dental benefits & wellness credit for eligible employees
403(b) retirement plan with generous company match and “catch up” provision
Paid Time Off (PTO) & company paid holidays
Reimbursement for tuition, books and fees
Mental Health resources and other employee related wellness opportunities through our Employee Assistance Program
Employer paid Short & Long Term Disability benefits for eligible employees
Voluntary Benefits
Discounts on auto & home insurance and Verizon plans
Mercy’s Rewards & Recognition Program rewarding employees for going above and beyond in living Mercy’s Mission and Values