What are the responsibilities and job description for the Call Center Operator - Healthcare position at Mercy Medical Center, Baltimore, MD?
Summary
Join Our Team at Mercy Medical Center – Now Hiring a Call Center Operator!
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.
Postion is Monday-Friday Dayshift, 8am-4:30pm. Hybrid Rotation offered upon successful completion of 6mo. Introductory Period.
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:
Requirements
Education and Work Experience:
Benefits Eligibility is based on your scheduled FTE status and Job Category
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.
Join Our Team at Mercy Medical Center – Now Hiring a Call Center Operator!
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.
Postion is Monday-Friday Dayshift, 8am-4:30pm. Hybrid Rotation offered upon successful completion of 6mo. Introductory Period.
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
Requirements
Education and Work Experience:
- High School Diploma or GED
- A minimum of one year experience preferably in a medical office setting
- Call Center experience a plus
- Previous GYN experience preferred
- EPIC experience preferred
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
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.