Call Center Operator - Primary Care

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

Benefits offered by this job

Health benefits

403(b) retirement plan

Paid Time Off and holidays

Tuition reimbursement

Disability benefits

Employee discounts

Rewards & recognition program

Job summary

Mercy Medical Center is hiring a Call Center Operator / Practice Communications Coordinator to be the first point of contact for patients. The onsite role supports Mercy Personal Physicians at Glen Burnie, with responsibilities including scheduling, message taking, Rx requests, and referral management.

Qualifications include a High School Diploma or GED and at least one year of experience in a medical office setting; EPIC experience is preferred.

Qualifications

• High School Diploma or GED.
• A minimum of one year experience preferably in a medical office setting.
• EPIC experience preferred.

Responsibilities

• Schedule office appointments and procedures.
• Take accurate phone messages and Rx refill requests.
• Send Rx refill requests through Epic to provider pools.
• Ensure referrals are in the system for upcoming appointments.
• Flag offices for patients with high balances.
• Provide information on physicians and directions to locations.
• Deliver excellent customer service on every call.

Skills

Customer service

Communication skills

Multi-tasking

Education

High School Diploma or GED

Tools

EPIC

Job description

Join Our Team at Mercy Medical Center – Now Hiring a Call Center Operator to support Mercy Personal Physicians at Glen Burnie!

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 apply today and join our Mercy family.

Responsibilities

The Call Center Operator / Practice Communications 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 Practice Commnications Coordinator is also responsible for sending out new patient packets, scanning documents, working workqueues (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 MedicalCenter. This position requires a self-directed individual with comprehensive knowledge of insurance requirements, customer service skills, problem solving and the ability to multi-task.

• Position answers for both the Mercy Personal Physicians at Ellicott City and Glen Burnie. Onsite workplace is located at Mercy Personal Physicians at GLEN BURNIE***

Education and Work Experience

• High School Diploma or GED
• A minimum of one year experience preferably in a medical office setting
• EPIC experience preferred

Min

USD $17.83/Hr.

Max

USD $26.75/Hr.

Salary Information

Compensation decisions are made in alignment with internal equity, role scope, and market data to ensure fair and consistent pay practices. Most new hires are typically placed within the lower to mid-portion of the range; offers above that level are reserved for candidates with advanced or highly specialized qualifications.

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
• Reimbursement for tuition, books and fees
• 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.