Scheduling Concierge

Mercy Medical Center, Baltimore, MD; Baltimore (MD); On-site; USD 30,000 - 50,000; Full time

Benefits offered by this job

Health, vision, dental benefits

401(k) retirement plan with company 30

Paid time off and holidays

Tuition reimbursement

Job summary

Mercy Medical Center in Baltimore seeks a Scheduling Concierge / Call Center Operator to be the first contact for patients, schedule appointments and procedures, and coordinate messages and refills.

You will use EPIC, assist with new patient packets, manage workqueues, and provide clear directions and information on physicians. The role emphasizes patient service, accuracy, and teamwork in a busy hospital setting.

Qualifications

• High School Diploma or GED required.
• Minimum of one year experience in a medical office setting.
• EPIC experience preferred.

Responsibilities

• Schedule office appointments and procedures.
• Take accurate phone messages and send RX refill requests through Epic.
• Manage referrals and flag high-balance accounts.
• Send out new patient packets and scan documents.
• Provide information on physicians, directions, and educational materials.
• Deliver high-quality customer service on every call.

Skills

Customer service

Phone support

Communication skills

Education

High School Diploma or GED

Tools

Epic EPIC

Job description

Scheduling Concierge / Call Center Operator

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.

Responsibilities

The Scheduling Concierge / 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 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 Scheduling Concierge / Call Center Operator 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.

Requirements

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

Compensation

• Minimum: USD $21.98/Hr.
• Maximum: USD $36.27/Hr.

Benefits

• 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.