Call Center Operator - Healthcare

Call Center OperatorJoin Our Team at Mercy Medical Center – Now Hiring a Call Center Operator to support Urology!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.ResponsibilitiesThe Call Center Operator (Practice Communications 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:Provide high quality customer service on every callPromote teamwork and call center successResponsible for satisfying the customer and maintaining the image of Mercy Medical Center.Scheduling office appointments and proceduresTaking accurate phone messagesMaking reminder calls to patients per office protocolTaking accurate Rx refill requests and sending them through Epic to provider poolsEnsure referrals are in the system for upcoming appointmentsFlag offices for patients coming with high balancesSending out new patient packetsScanning documentsWorking workqueues (WQs)Recommending workflow efficiencies to improve the patient experienceProvide patients with information on physicians, directions to locations and educational materialsAnswer patients or physicians questionsInterviews callers to obtain full understanding of what information is being requestedThis position requires a self-directed individual with comprehensive knowledge of insurance requirements, customer service skills, problem solving and the ability to multi-task.RequirementsEducation and Work Experience:High School Diploma or GEDA minimum of one year experience preferably in a medical office settingCall Center experience a plusEPIC experience preferredMin USD $17.83/Hr.Max USD $26.75/Hr.Compensation decisions are made in alignment with internal equity, role scope, and market data to ensure fair and consistent pay practices. Most new hires are typically placed within the lower to mid-portion of the range; offers above that level are reserved for candidates with advanced or highly specialized qualifications.Benefits Eligibility is based on your scheduled FTE status and Job CategoryCompetitive health, prescription, vision and dental benefits & wellness credit for eligible employees403(b) retirement plan with generous company match and "catch up" provisionPaid Time Off (PTO) & company paid holidaysReimbursement for tuition, books and feesMental Health resources and other employee related wellness opportunities through our Employee Assistance ProgramEmployer paid Short & Long Term Disability benefits for eligible employeesVoluntary BenefitsDiscounts on auto & home insurance and Verizon plansMercy's Rewards & Recognition Program rewarding employees for going above and beyond in living Mercy's Mission and ValuesMercy 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.