Call Center Operator - Primary Care

Mercy Medical Center • Glen Burnie, MD

3h • Onsite

About The Position

Mercy Medical Center is hiring a Call Center Operator / Practice Communications Coordinator to support Mercy Personal Physicians at Glen Burnie. The position is the initial point of contact for patients and plays an important role in their overall experience. It also answers calls for the Mercy Personal Physicians offices in Ellicott City and Glen Burnie; the onsite workplace is at the Glen Burnie location.

The role involves scheduling appointments and procedures, documenting phone messages and prescription refill requests, making reminder calls, and sending refill requests through Epic to provider pools. The coordinator also checks that referrals are in the system for upcoming appointments, flags offices about patients with high balances, sends new-patient packets, scans documents, works workqueues, and recommends workflow improvements. The position provides information about physicians, locations, and educational materials, answers patient and physician questions, and interviews callers to understand their requests. Success requires customer-service skills, problem-solving, multitasking, self-direction, and comprehensive knowledge of insurance requirements.

Requirements

• High school diploma or GED.
• A minimum of one year of experience, preferably in a medical office setting.
• Self-directed approach, comprehensive knowledge of insurance requirements, customer-service skills, problem-solving ability, and ability to multitask.

Nice To Haves

• Epic experience.

Responsibilities

• Serve as the initial point of contact for patients and contribute to the overall patient experience.
• Schedule office appointments and procedures.
• Take accurate phone messages and make patient reminder calls according to office protocol.
• Accurately take prescription refill requests and send them through Epic to provider pools.
• Ensure referrals are in the system for upcoming appointments.
• Flag offices when patients have high balances.
• Send new-patient packets, scan documents, and work workqueues.
• Recommend workflow efficiencies to improve the patient experience.
• Provide information about physicians, directions to locations, and educational materials.
• Answer patients’ and physicians’ questions and interview callers to understand the information they need.
• Provide high-quality customer service on every call, promote teamwork and call center success, and help maintain Mercy Medical Center’s image.

Benefits

• Competitive health, prescription, vision, and dental benefits, plus a wellness credit for eligible employees.
• 403(b) retirement plan with company match and a catch-up provision.
• Paid time off and company-paid holidays.
• Reimbursement for tuition, books, and fees.
• Mental health resources and other employee wellness opportunities through the Employee Assistance Program.
• Employer-paid short- and long-term disability benefits for eligible employees.
• Voluntary benefits.
• Discounts on auto and home insurance and Verizon plans.
• Rewards and recognition program for employees who go above and beyond in living Mercy’s mission and values.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED