Call Center Operator - Healthcare

Responsibilities

• 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
• Scheduling office appointments and procedures
• 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
• Ensuring referrals are in the system for upcoming appointments
• Flagging offices for patients coming with high balances
• Sending out new patient packets
• Scanning documents
• Working workqueues (WQs)
• Recommending workflow efficiencies to improve the patient experience
• Answering patients or physicians’ questions
• Interviewing callers to obtain full understanding of what information is being requested

Requirements

• Education and Work Experience: Must possess a high school diploma or GED. Prefer a minimum 1 year of experience in a similar role within a Medical Office Environment
• Compensation: Self-directed individual with comprehensive knowledge of insurance requirements, customer service skills, problem solving and the ability to multi-task

Salary Information: 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: 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, Tuition reimbursement, Mental Health resources and other employee related wellness opportunities through our Employee Assistance Program, Employer paid Short & Long Term Disability benefits for eligible employees, 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.