Lead Cardiology Call Center Operator — Elevate Patient Experience

Mercy Medical Center, Inc.; Baltimore, Northern (MD, KY); Hybrid; USD 28,000 - 46,000; Full time

Benefits offered by this job

Health benefits

401(k) retirement plan with company; 3

Paid Time Off (PTO) & holidays

Tuition reimbursement

Mental Health resources

Disability benefits

Discounts on insurance and plans

Rewards & Recognition Program

Job summary

Mercy Medical Center is hiring a Lead Call Center Operator for the Cardiology Call Center to be the first point of contact for patients. You will deliver high-quality service, schedule appointments, relay messages, and manage referrals and Rx requests in Epic.

This role requires strong customer service, multitasking, and knowledge of insurance requirements, with opportunities to contribute to workflow improvements and patient education.

Qualifications

• Must have a high school diploma or GED.
• One year of medical office experience preferred.
• Previous experience in a call center preferred.
• Must be computer literate.
• Excellent customer service and communication skills required.
• Knowledge of medical terminology preferred.

Responsibilities

• Provide high quality customer service on every call.
• Promote teamwork and call center success.
• Schedule office appointments and procedures.
• Take accurate phone messages and Rx refill requests.
• Send Rx requests through Epic to provider pools.
• Ensure referrals are in the system for upcoming appointments.
• Flag offices for patients with high balances and send new patient packets.
• Scan documents and manage workqueues.
• Recommend workflow efficiencies to improve the patient experience.
• Provide patients with physician information, directions and materials.

Skills

Customer service

Communication skills

Multi-tasking

Medical terminology

Computer literacy

Education

High school diploma or GED

Tools

Epic

Job description

Mercy Medical Center is hiring a Lead Call Center Operator for the Cardiology Call Center to be the first point of contact for patients. You will deliver high-quality service, schedule appointments, relay messages, and manage referrals and Rx requests in Epic.

This role requires strong customer service, multitasking, and knowledge of insurance requirements, with opportunities to contribute to workflow improvements and patient education.