Mercy Medical Center, Baltimore, MD is hiring: Call Center Operator in Baltimore

Overview

Join to apply for the Call Center Operator role at Mercy Medical Center, Baltimore, MD.

Mercy Medical Center is recognized by Newsweek as one of America’s Most Trustworthy Companies for 2023–2025 and as one of America’s Greatest Workplaces for Women in 2025. We are also a multi-time Forbes’ America’s Best Midsize Employers recipient, most recently in 2025. This hospital, founded by the Sisters of Mercy, offers a supportive environment where dedicated medical professionals thrive. If you’re passionate about making a meaningful impact through compassionate care, apply today and join our Mercy family.

Responsibilities

• Be the initial point of contact for all patients to support the patient experience.
• Provide high quality customer service on every call and promote teamwork and call center success.
• Maintain the image of Mercy Medical Center by satisfying the customer.
• Schedule office appointments and procedures; take accurate phone messages; make reminder calls per office protocol.
• Handle Rx refill requests and send through Epic to provider pools; ensure referrals are in the system for upcoming appointments.
• Flag offices for patients with high balances; send out new patient packets; scan documents; manage work queues.
• Recommend workflow improvements to enhance the patient experience.
• Provide information on physicians, directions, and educational materials; answer questions from patients or physicians.
• Interviews callers to obtain full understanding of information requested.
• Work independently with knowledge of insurance requirements and strong customer service and problem-solving skills; ability to multi-task.

Qualifications

• Education: High School Diploma or GED.
• Experience: A minimum of one year in a Medical Office is preferred; EPIC experience is a plus.
• Ability to read, write, and speak English clearly; able to work independently and make independent decisions as needed.
• Effective communication and the ability to interact tactfully with staff, patients, physicians, and the public.
• Flexible, with integrity, and able to function as part of a team; follow written and oral instructions.

Benefits

• Competitive health, prescription, vision, and dental benefits with wellness credits.
• 403(b) retirement plan with company match and catch-up provision.
• Paid Time Off (PTO) and company holidays; tuition reimbursement.
• Mental health resources and employee wellness programs via the Employee Assistance Program.
• Employer-paid Short & Long Term Disability benefits; voluntary benefits; discounts on auto & home insurance and Verizon plans.
• Mercy’s Rewards & Recognition Program for exceptional service.

EEO Statement

Mercy Health Services is sponsored by the Sisters of Mercy and is an Equal Opportunity Employer (EEO) recruiting talent for Mercy Health Services, serving the greater Baltimore Metro and surrounding Maryland areas.