Call Center Operator - Healthcare

Mercy Medical Center, Baltimore, MD; Baltimore (MD); Remote; USD 39,000 - 66,000; Full time

Job summary

Mercy Medical Center is seeking a Practice Communication Coordinator to manage incoming calls and enhance patient interactions. This role requires excellent customer service skills, along with the ability to navigate EPIC Systems. Candidates should exhibit problem-solving abilities and a professional demeanor while ensuring a positive experience for patients. This is a fully remote position with required onsite training.

Benefits

Competitive health, prescription, vision, and dental benefits

403(b) retirement plan with generous company match

Paid Time Off (PTO) & company paid holidays

Tuition reimbursement

Employer paid Short & Long Term Disability benefits

Discounts on auto & home insurance

Qualifications

• High school diploma or GED required.
• 1 year of experience in a medical office environment preferred.
• Experience with EPIC Systems preferred.

Responsibilities

• Answer incoming calls in a polite and efficient manner.
• Schedule appointments and handle Rx refill requests.
• Provide high-quality customer service and maintain patient information.

Skills

Customer Service

Problem Solving

Multi-tasking

Education

High School Diploma or GED

Bachelor's Degree in Management or Healthcare Administration

Tools

EPIC Systems

Job description

2 days ago Be among the first 25 applicants

Summary

This is a fully remote position with required onsite training. The Practice Communication 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 per office protocol, taking accurate Rx refill requests and sending them through Epic to provider pools, and ensuring referrals are in the system for upcoming appointments. Provide patients with information on physicians, directions to locations, and educational materials. Answer patients or physicians questions. Interview 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.

Summary

This is a fully remote position with required onsite training. The Practice Communication 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 per office protocol, taking accurate Rx refill requests and sending them through Epic to provider pools, and ensuring referrals are in the system for upcoming appointments. Provide patients with information on physicians, directions to locations, and educational materials. Answer patients or physicians questions. Interview 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 Bachelors degree in management, healthcare administration
• Prefer prior experience using EPIC Systems
  
  
  

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Hospitals and Health Care

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