Call Center Operator - Healthcare

Stella Maris; Glen Burnie (MD); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading healthcare provider is seeking a Call Center Operator / Practice Communications Coordinator for their Ellicott City & Glen Burnie locations. This role is crucial for patient engagement, involving appointment scheduling, customer service, and managing communication workflows. Ideal candidates will possess strong organizational skills and medical office experience to enhance the patient experience.

Benefits

Competitive health, prescription, vision, and dental benefits

403(b) retirement plan with generous company match

Paid Time Off (PTO) and company-paid holidays

Tuition reimbursement

Mental health resources and wellness programs

Employer-paid Short & Long Term Disability benefits

Discounts on auto & home insurance and Verizon plans

Qualifications

• Minimum of one year experience, preferably in a medical office setting.

Responsibilities

• Scheduling appointments and procedures.
• Taking accurate phone messages and making reminder calls.
• Processing Rx refill requests through Epic.

Skills

Customer service

Problem-solving

Multitasking

Education

High School Diploma or GED

Job description

Summary

This position supports our Ellicott City & Glen Burnie Locations, on-site at Mercy Personal Physicians in Glen Burnie.

The Call Center Operator / Practice Communications Coordinator is the initial point of contact for all patients and plays a key role in the overall patient experience. Responsibilities include scheduling appointments and procedures, taking accurate phone messages, making reminder calls, processing Rx refill requests through Epic, ensuring referrals are in the system, and flagging high-balance patients. The role also involves sending out new patient packets, scanning documents, managing workqueues, and recommending workflow improvements to enhance patient service. Providing patients with information about physicians, directions, educational materials, and answering questions from patients or physicians are also essential duties. The coordinator must interview callers to understand their needs and deliver high-quality customer service, promoting teamwork and the success of the call center. The position requires a self-directed individual with comprehensive knowledge of insurance requirements, excellent customer service skills, problem-solving abilities, and multitasking skills.

Requirements

Education and Work Experience:

• High School Diploma or GED
• Minimum of one year experience, preferably in a medical office setting

Benefits

Benefits eligibility is based on your scheduled FTE status and job category.

• Competitive health, prescription, vision, and dental benefits, along with wellness credits for eligible employees
• 403(b) retirement plan with generous company match and catch-up contributions
• Paid Time Off (PTO) and company-paid holidays
• Tuition reimbursement
• Mental health resources and wellness programs through the Employee Assistance Program
• Employer-paid Short & Long Term Disability benefits for eligible employees
• Voluntary benefits
• Discounts on auto & home insurance and Verizon plans
• Rewards & Recognition Program for employees living Mercy’s Mission and Values

EEO Statement

Mercy Health Services, sponsored by the Sisters of Mercy, is an Equal Opportunity Employer (EEO) serving the greater Baltimore Metro and surrounding Maryland areas.