Call Center Operator - Healthcare

Summary

Join Our Team at Mercy Medical Center – Now Hiring a Call Center Operator for our downtown Baltimore location! Mercy Medical Center is honored to be recognized by Newsweek as one of America's Most Trustworthy Companies for three consecutive years (2023–2025), as one of America's Greatest Workplaces for Women in 2025, and as 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.

• 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
• Schedule office appointments and procedures
• Take accurate phone messages
• Make reminder calls to patients per office protocol
• Take accurate Rx refill requests and send them through Epic to provider pools
• Ensure referrals are in the system for upcoming appointments
• Flag offices for patients coming with high balances
• Send out new patient packets
• Scan documents
• Work work queues (WQs)
• Recommend workflow efficiencies to improve the patient experience
• Provide patients with information on physicians, directions to locations and educational materials
• Answer patients' or physicians' questions
• Interview callers to obtain a full understanding of what information is being requested

Education and

Work Experience:

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

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
• 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

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.