Call Center Operator - Healthcare

About the role

Join Our Team at Mercy Medical Center – Now Hiring a Call Center Operator to support Orthopedics! 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.

Responsibilities

• Answer incoming calls to the Centralized Communication Center in a polite, professional, and efficient manner.
• Serve as the initial point of contact for all patients; this interaction functions as a key component to the overall patient experience.
• 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 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 full understanding of what information is being requested.
• 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.
• Requires a self-directed individual with comprehensive knowledge of insurance requirements, customer service skills, problem solving and the ability to multi‑task.

Requirements

• Must possess a high school diploma or GED.
• Prefer a minimum 1 year of experience in a similar role within a Medical Office Environment.
• Prefer a minimum 1 year of experience in a call center.

Pay

Min USD $17.83/Hr. Max USD $26.75/Hr.

Benefits

• Benefits eligibility is based on your scheduled FTE status and Job Category.
• Competitive health, prescription, vision and dental benefits & wellness credit for eligible employees.