LEAD CALL CENTER OPERATOR

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

Summary

Join Our Team at Mercy Medical Center – Now Hiring a Lead Call Center Operator for our Cardiology Call Center!

Summary

Join Our Team at Mercy Medical Center – Now Hiring a Lead Call Center Operator for our Cardiology Call Center!
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 Lead Call Center Operator 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:

• 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

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

• Education and Work Experience:
• 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, customer, 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.

Min

USD $20.32/Hr.

Max

USD $33.53/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.