Call Center Operator - Healthcare

Mercy Medical Center, Inc.; Baltimore (MD); On-site; USD 25,000 - 37,000; Full time

Job summary

Mercy Medical Center in Baltimore is seeking a Call Center Operator / Practice Communications Coordinator to be the first point of contact for patients in the Centralized Communication Center, handling calls with courtesy and accuracy.

Responsibilities include scheduling appointments, taking messages, processing Rx refill requests in Epic, ensuring referrals are in the system, and guiding patients with directions and educational materials while maintaining Mercy's service standards.

Qualifications

• High school diploma or GED required.
• Minimum 1 year of experience in a medical office environment.
• Minimum 1 year of experience in a call center.

Responsibilities

• Answer incoming calls in a polite, professional manner as first contact in Centralized Communication Center.
• Schedule office appointments and procedures; take accurate messages and process Rx refill requests in Epic.
• Ensure referrals are in the system and flag high balances; assist with new patient packets and document scanning.

Skills

Call center experience

Medical office experience

Customer service

Education

High school diploma or GED

Job description

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.

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 Patient Access 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:

• Must possess a high school diploma or GED
• Prefer a minimum 1 year of experience in a similar role within a Medical Office Environment
• Prefer a minimum 1 year of experience in a call center

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.