PRACT COMMUNICATION COORD

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

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

PTO & holidays

403(b) retirement plan

Tuition reimbursement

Wellness resources

Job summary

Mercy Medical Center, Baltimore, MD is seeking a Practice Communications/Patient Access Coordinator to handle centralized phone communications, schedule appointments, and manage messages and Rx requests. The role supports a positive patient experience and requires strong communication, multitasking, and problem-solving skills.

The candidate will use Epic to process refill requests, manage referrals, and assist with patient education and directions.

Qualifications

• Must possess a high school diploma or GED
• Prefer a minimum 1 year of experience in a similar role within a Medical Office Environment
• Prefer a minimum 1 year of call center experience

Responsibilities

• Answer incoming calls in a polite, professional manner and schedule patient appointments and procedures
• Take accurate phone messages and process Rx refill requests through Epic
• Ensure referrals are in the system and flag high-balance offices for follow-up
• Provide patients with physician information, directions, and educational materials and promote teamwork

Skills

Customer service

Communication skills

Multitasking

Teamwork

Problem solving

Education

High school diploma or GED

Tools

Microsoft Word

PowerPoint

Excel

Microsoft Outlook

Meditech

Epic

Performance Manager/NetLearning

Job description

Summary

The Practice Communications Coordinator is primarily responsible for answering incoming calls to the Centralized Communication Center in a polite, professional, and efficient manner. The 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 Patient Access Coordinator is also responsible for sending out new patient packets, scanning documents, working 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 Medical Center. This position requires a self-directed individual with comprehensive knowledge of insurance requirements, customer service skills, problem solving and the ability to multi-task.

Responsibilities

License Requirements

N/A

• Certification Requirements: N/A
• Age Specific Care Provided For: Adolescents Adults Geriatrics
• Knowledge, Skills and Abilities: Computer proficiency and technical aptitude with the ability to utilize one or more of the following:
• Microsoft Word, Power Point, Excel
• Microsoft Outlook
• Meditech (if applicable to position)
• Epic (if applicable to position)
• Performance Manager/NetLearning Must be able to read, write, and speak the English language in an understandable manner. Must be able to work independently and possess the ability to make independent decisions when circumstances warrant such action. Must possess the ability to effectively communicate and deal tactfully with other personnel, visitors, patients, physicians, customers, and the general public. Must be flexible, have personal integrity, and the ability to function effectively as a team with other employees. Must be able to follow written and oral instructions.
• Other Requirements: Must demonstrate outstanding interpersonal skills via telephone Uses time efficiently. Works effectively with available resources to meet deadlines and enhance performance. Works and communicates effectively with all members of clinic staff. Demonstrates flexibility in an effort to meet demands and goals of clinic. Demonstrates knowledge of the clinic operations and related policies.

Requirements

EDUCATION AND WORK EXPERIENCE

• Education and Work Experience:
• Must possess a high school diploma or GED
• Prefer a minimum 1 year of experience in a similar role within a Medical Office Environment
• Prefer a minimum 1 year of call center experience

Specific Requirements

• License Requirements:
  • N/A
• Certification Requirements:
  • N/A
• Age Specific Care Provided For:
  • Adolescents
  • Adults
  • Geriatrics
• Knowledge, Skills and Abilities:
  • Microsoft Word, Power Point, Excel
  • Microsoft Outlook
  • Meditech (if applicable to position)
  • Epic (if applicable to position)
  • Performance Manager/NetLearning
  • Computer proficiency and technical aptitude with the ability to utilize one or more of the following:
  • Must be able to read, write, and speak the English language in an understandable manner.
  • Must be able to work independently and possess the ability to make independent decisions when circumstances warrant such action.
  • Must possess the ability to effectively communicate and deal tactfully with other personnel, visitors, patients, physicians, customers, and the general public.
  • Must be flexible, have personal integrity, and the ability to function effectively as a team with other employees.
  • Must be able to follow written and oral instructions.
  • Other Requirements:
    • Must demonstrate outstanding interpersonal skills via telephone
    • Uses time efficiently.
    • Works effectively with available resources to meet deadlines and enhance performance.
    • Works and communicates effectively with all members of clinic staff.
    • Demonstrates flexibility in an effort to meet demands and goals of clinic.
    • Demonstrates knowledge of the clinic operations and related policies.

Min

USD $17.83/Hr.

Max

USD $26.75/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.