Call Center Operator - Healthcare

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

Benefits offered by this job

Health benefits

403(b) retirement plan

PTO and holidays

Tuition reimbursement

Mental health resources

Disability benefits

Voluntary benefits

Discounts on services

Job summary

Mercy Medical Center is seeking a Call Center Operator / Practice Communications Coordinator to support patient scheduling and referrals within the Institute for Digestive Health and Liver Disease. This role focuses on delivering a seamless, courteous patient experience across multiple subspecialties.

Responsibilities include managing referral queues, coordinating appointments, and providing patients with information about physicians and locations.

Qualifications

• High school diploma or GED required.
• Prefer 1 year of experience in a medical office or call center.
• Strong communication and patient-service focus.

Responsibilities

• Manage GI referral work queue and coordinate patient appointments.
• Contact patients to schedule appointments across GI/Colorectal subspecialties.
• Enter demographic information accurately and flag referrals for upcoming visits.
• Send new patient packets and remind patients of e-check-in protocals.
• Provide patients with physician, location, and educational materials.
• Interviews callers to understand needs and deliver high-quality customer service.
• Suggest workflow improvements to enhance patient experience.
• Uphold Mercy Medical Center’s professional image and teamwork.

Skills

Customer service

Phone etiquette

Professional communication

Education

High school diploma or GED

Job description

Summary

Join Our Team at Mercy Medical Center – Now Hiring a Call Center Operator / Practice Communications Coordinator!

Summary

Join Our Team at Mercy Medical Center – Now Hiring a Call Center Operator / Practice Communications Coordinator!
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.

The Practice Communications Coordinator (Referrals) is responsible for overseeing the GI referral work queue and coordinating patient appointments with all providers in the Institute for Digestive Health and Liver Disease. This role acts as a key point of contact for patients, helping to ensure a seamless, efficient, and positive experience.

Responsibilities

• Manage and work the GI referral work queue to ensure timely review and processing of all referrals
• Contact patients to coordinate appointments with across the GI/Colorectal subspecialties
• Schedule office appointments accurately including entering all demographic information, including ensuring referrals are properly entered and flagged for upcoming visits.
• Send new patient packets, remind patients regarding e-check-in protocals, scan documents, and maintain organized electronic records.
• Provide patients with information on physicians, locations, and educational materials.
• Interview callers to fully understand the information requested and deliver high-quality customer service on every interaction.
• Recommend workflow improvements to enhance the patient experience.
• Promote teamwork, call center efficiency, and uphold the professional image of Mercy Medical Center.

Requirements

EDUCATION AND WORK EXPERIENCE

• 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 call center experience

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.