LEAD CALL CENTER OPERATOR

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.

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
• Ensure referrals are in the system for upcoming appointments
• Flag 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
• 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

This position 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
• One year of medical office experience preferred
• Previous experience in a call center preferred
• Must be computer literate
• Must have good organizational skills and the ability to handle multiple tasks
• Must communicate well with personnel, visitors, customers, patients, and the general public
• Must have excellent customer service skills and appropriately respond to all different types of patient needs
• Knowledge of medical terminology is preferred

Pay

Minimum USD $20.32/Hr. Maximum USD $33.53/Hr.

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
• 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