Call Center Operator - Healthcare

Mercy Medical Center, Inc.; Baltimore, Northern (MD, KY); Hybrid; USD 25,000 - 37,000; Full time

Benefits offered by this job

Health benefits

Paid time off & holidays

Tuition reimbursement

Disability insurance

Employee assistance program

Discounts on plans

Job summary

Mercy Medical Center, Inc. in Baltimore is seeking a Call Center Operator to support Orthopedics by handling patient calls, scheduling appointments, and processing messages with accuracy.

The role requires excellent customer service, familiarity with insurance basics, and the ability to multi-task in a fast-paced hospital environment. It offers competitive benefits and opportunities to contribute to a mission of compassionate care.

Qualifications

• 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

Responsibilities

• Answer incoming calls in a polite, professional manner and serve as the first contact for patients.
• Schedule office appointments and procedures and take accurate messages.
• Process Rx refill requests and route them through Epic to provider pools.
• Verify referrals and assist with patient education and directions.
• Support workflow improvements to enhance the patient experience

Skills

Customer service

Call center experience

Education

High School Diploma or GED

Job description

Summary

Join Our Team at Mercy Medical Center - Now Hiring a Call Center Operator to support Orthopedics!

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 join our Mercy family.

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.