Summary

The Call Center Operator is primarily responsible for answering incoming calls to the practice 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, and sending prep information for upcoming procedures.

The Practice Communications Coordinator is also responsible for sending out new patient packets, scanning documents, working 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. 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.

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

EDUCATION AND WORK EXPERIENCE

• Education and Work Experience :
• High School Diploma or GED
• Required : 1-2 Years experience in healthcare setting

SPECIFIC REQUIREMENTS

• Knowledge, Skills and Abilities :
• Microsoft Word, Power Point, Excel
• Microsoft Outlook
• Epic experience preferred.
• Computer proficiency and technical aptitude with the ability to utilize one or more of the following :
• Must be able to read, write, and speak the English language in an understandable manner.
• Must be able to work independently and possess the ability to make independent decisions when circumstances warrant such action.
• Must possess the ability to effectively communicate and deal tactfully with other personnel, visitors, patients, physicians, customers, and the general public.
• Must be flexible, have personal integrity, and the ability to function effectively as a team with other employees.
• Must be able to follow written and oral instructions.
• Other Requirements :
• Computer skills, customer service, organization, paying attention to detail, accurate in data entry, ability to work as a team member, answer multiple phone lines (multi task with a pleasant manner), and get along with other co-workers.
• Certificate of completion of medical terminology course preferred or proven expertise in medical terminology.
• Must be able to type a minimum of 40 wpm, with 55 wpm preferred.

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.

Last updated : 2024-05-04