Mercy Medical Center, Baltimore, MD
Call Center Operator - Healthcare
Mercy Medical Center, Baltimore, MD, Overlea, Maryland, United States
Call Center Operator - Healthcare
Mercy Medical Center – Overlea location, Baltimore, MD
Summary 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.
We are a multi‑time recipient of Forbes’ America’s Best Midsize Employers award, most recently in 2025.
Founded by the Sisters of Mercy, we offer a supportive, empowering environment where medical professionals thrive.
If you are passionate about making a meaningful impact in compassionate care, we invite you to join our Mercy family.
Responsibilities
Provide high‑quality customer service on every call
Promote teamwork and support call‑center success
Satisfy customers while maintaining Mercy Medical Center’s image
Schedule office appointments and procedures
Take accurate phone messages
Make reminder calls to patients per office protocol
Handle 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
Manage work queues (WQs)
Recommend workflow efficiencies to improve the patient experience
Provide patients with information on physicians, directions, and educational materials
Answer patient or physician questions
Interview callers to obtain full understanding of requested information
Requirements
High School Diploma or GED
Minimum of one year experience, preferably in a medical office setting
Self‑directed, comprehensive knowledge of insurance requirements, customer‑service skills, problem‑solving, and ability to multi‑task
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 wellness opportunities through our Employee Assistance Program
Employer‑paid short‑ and long‑term disability benefits for eligible employees
Voluntary benefits
Discounts on auto & home insurance and Verizon plans
Mercy’s Rewards & Recognition Program rewarding employees who exceed 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.
Seniority Level Entry level
Employment Type Full‑time
Job Function Management and Manufacturing
Industries Hospitals and Health Care
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Summary 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.
We are a multi‑time recipient of Forbes’ America’s Best Midsize Employers award, most recently in 2025.
Founded by the Sisters of Mercy, we offer a supportive, empowering environment where medical professionals thrive.
If you are passionate about making a meaningful impact in compassionate care, we invite you to join our Mercy family.
Responsibilities
Provide high‑quality customer service on every call
Promote teamwork and support call‑center success
Satisfy customers while maintaining Mercy Medical Center’s image
Schedule office appointments and procedures
Take accurate phone messages
Make reminder calls to patients per office protocol
Handle 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
Manage work queues (WQs)
Recommend workflow efficiencies to improve the patient experience
Provide patients with information on physicians, directions, and educational materials
Answer patient or physician questions
Interview callers to obtain full understanding of requested information
Requirements
High School Diploma or GED
Minimum of one year experience, preferably in a medical office setting
Self‑directed, comprehensive knowledge of insurance requirements, customer‑service skills, problem‑solving, and ability to multi‑task
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 wellness opportunities through our Employee Assistance Program
Employer‑paid short‑ and long‑term disability benefits for eligible employees
Voluntary benefits
Discounts on auto & home insurance and Verizon plans
Mercy’s Rewards & Recognition Program rewarding employees who exceed 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.
Seniority Level Entry level
Employment Type Full‑time
Job Function Management and Manufacturing
Industries Hospitals and Health Care
#J-18808-Ljbffr