Scheduling Concierge - Primary Care

Mercy Medical Center • Baltimore, MD

11h • Onsite

About The Position

Join Our Team at Mercy Medical Center – Now Hiring a Scheduling Concierge / Call Center Operator at Mercy's downtown 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.

Requirements

• High school diploma or GED
• 3 years of medical office or medical call center experience strongly preferred.
• Previous EPIC experience preferred
• Comprehensive knowledge of insurance requirements
• Customer service skills
• Problem-solving abilities
• 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.
• Act as the initial point of contact for patients, contributing to the overall patient experience.
• Schedule office appointments and procedures.
• Take accurate phone messages.
• Make reminder calls to patients per office protocol.
• Take accurate Rx refill requests and send them through Epic to provider pools.
• Ensure 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 patient or physician questions.
• Interview callers to obtain a full understanding of their information needs.
• Provide high-quality customer service on every call.
• Promote teamwork and call center success.
• Satisfy the customer and maintain the image of Mercy Medical Center.

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