Call Center Operator – Healthcare

Overview

Mercy Medical Center, recognized by Newsweek as one of America’s Most Trustworthy Companies for 3 consecutive years and America’s Greatest Workplaces for Women in 2025, as well as one of America’s Best Midsize employers for 2 consecutive years by Forbes, is hiring a Call Center Operator / Practice Communications Coordinator! Come join our family of dedicated medical professionals! Military veterans are also encouraged to apply!

Responsibilities

The Call Center Operator / Practice Communications Coordinator is primarily responsible for answering incoming calls to the Centralized Communication Center in a polite, professional, and efficient manner. The 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 scheduling office appointments and procedures as well as 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, insure referrals are in the system for upcoming appointments, flag offices for patients coming with high balances. The Coordinator is also responsible for sending out new patient packets, scanning documents, working WQs, recommending workflow efficiencies to improve the patient experience. As a call center operator you will also answer patients or physicians questions and interview callers to obtain full understanding of what information is being requested. High quality customer service is expected on every call. Promote teamwork and call center success. Responsible for satisfying the customer and maintaining the image of Mercy Medical Center. This position requires a self-directed individual with comprehensive knowledge of insurance requirements, customer service skills, problem solving and the ability to multi-task.

Qualifications

EDUCATION AND WORK EXPERIENCE

• Education and Work Experience:
  • High School Diploma or GED
  • A minimum of one year experience preferably in a medical office setting

Min

USD $17.83/Hr.

Max

USD $26.75/Hr.

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
• 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

EEO Statement

Mercy Health Services is sponsored by the Sisters of Mercy. We are an Equal Opportunity Employer (EEO) recruiting talent for Mercy Health Services, which serves the greater Baltimore Metro and surrounding Maryland areas.

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