Lead Call Center Operator

Mercy Medical Center • Baltimore, MD

15h

About The Position

Join Our Team at Mercy Medical Center – Now Hiring a Lead Call Center Operator servicing Mercy Family Care, our Adult and Pediatrics Clinic!
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 Lead Call Center Operator answers multi-line phone system and accurately and professionally directs and assists callers, schedules appointments and takes accurate and thorough messages for the appropriate provider following office protocols. The Lead Phone Operator also has a supervisory role when the Call Center Operations Manager is not able to attend to the immediate needs of any phone operator.

Requirements

• Must possess a high school diploma or GED.
• One year of medical office experience required.
• Previous experience in a call center preferred.
• Must be computer literate.
• Must have good organizational skills and the ability to handle multiple tasks and communicate well with personnel, visitors, customer, patients and the general public.
• Must have excellent customer service skills and appropriately respond to all different types of patient needs.
• Knowledge of medical terminology is preferred.

Nice To Haves

• Previous Peds. experince preferred.
• Knowledge of medical terminology is preferred.

Responsibilities

• answers multi-line phone system and accurately and professionally directs and assists callers
• schedules appointments
• takes accurate and thorough messages for the appropriate provider following office protocols
• has a supervisory role when the Call Center Operations Manager is not able to attend to the immediate needs of any phone operator

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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees