Call Center Operator - Healthcare

Mercy Medical Center•Baltimore, MD

About The Position

Join Our Team at Mercy Medical Center – Now Hiring a Call Center Operator! 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 (Practice Communications Coordinator) will be the initial point of contact for all patients and this interaction will function as a key component to the overall patient experience. Responsibilities include: 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. Scheduling office appointments and procedures 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 Ensure referrals are in the system for upcoming appointments Flag offices for patients coming with high balances 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 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

High School Diploma or GED
A minimum of one year experience preferably in a medical office setting

Responsibilities

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.
Scheduling office appointments and procedures
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
Ensure referrals are in the system for upcoming appointments
Flag offices for patients coming with high balances
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

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