Call Center Operator - Healthcare at Mercy Medical Center

Overlea, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Jul, 26

Salary

0.0

Posted On

04 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Appointment scheduling, Phone etiquette, Data entry, Insurance verification, Problem solving, Multi-tasking, Medical terminology, Epic EHR, Communication, Teamwork, Documentation, Workflow management

Industry

Hospitals and Health Care

Description

Summary Join Our Team at Mercy Medical Center – Now Hiring a Call Center Operator for our Overlea 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. Responsibilities 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 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 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.

Responsibilities

The Call Center Operator serves as the primary point of contact for patients, managing appointment scheduling, procedure coordination, and phone inquiries. They are responsible for maintaining high-quality customer service, processing prescription refills, and ensuring accurate documentation within the electronic health record system.