Call Center Operator - Healthcare

Mercy Medical Center • Baltimore, MD

12h • $18 - $27 • Hybrid

About The Position

Mercy Medical Center is 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, it is 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, Mercy Medical Center offers a supportive and empowering environment. The Call Center Operator (Practice Communications Coordinator) will serve as the initial point of contact for all patients, and this interaction is a key component of the overall patient experience. The position is Monday-Friday Dayshift, with a Hybrid Rotation offered upon successful completion of a 6-month introductory period.

Requirements

• Must possess a high school diploma or GED
• This position requires a self-directed individual with comprehensive knowledge of insurance requirements, customer service skills, problem solving and the ability to multi-task.

Nice To Haves

• Prefer a minimum 1 year of experience in a similar role within a Medical Office Environment
• Prefer a Bachelors degree in management, healthcare administration

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

• 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
• Tuition reimbursement
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees