Cardiology Call Center Lead - Elevating Patient Experience

Mercy Medical Center, Baltimore, MD; Baltimore (MD); On-site; USD 28,000 - 46,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

PTO & holidays

Tuition reimbursement

Mental health resources

Disability coverage

Voluntary benefits

Discounts on insurance

Rewards program

Job summary

Mercy Medical Center in Baltimore, MD invites applications for a Lead Call Center Operator in our Cardiology Call Center. This role serves as the first point of contact for patients, shaping the overall patient experience and representing Mercy's commitment to compassionate care.

Responsibilities include delivering high-quality customer service on every call, scheduling appointments, taking accurate messages, processing Rx refill requests in Epic, and ensuring referrals are in the system.

Qualifications

• Must possess a high school diploma or GED.
• One year of medical office experience preferred.
• Previous experience in a call center preferred.
• Must be computer literate.
• Must have good organizational skills and the ability to handle multiple tasks and communicate well with personnel, visitors, customers, patients and the general public.
• Must have excellent customer service skills and appropriately respond to all different types of patient needs.
• Knowledge of medical terminology is preferred.

Responsibilities

• 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.
• Scheduling office appointments and procedures
• 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
• Ensure referrals are in the system for upcoming appointments
• Flag offices for patients coming with high balances
• 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

Education

High school diploma or GED

Tools

Epic

Job description

Mercy Medical Center in Baltimore, MD invites applications for a Lead Call Center Operator in our Cardiology Call Center. This role serves as the first point of contact for patients, shaping the overall patient experience and representing Mercy's commitment to compassionate care.

Responsibilities include delivering high-quality customer service on every call, scheduling appointments, taking accurate messages, processing Rx refill requests in Epic, and ensuring referrals are in the system.