Call Center Operator - Healthcare

Call Center Operator - Healthcare

Mercy Medical Center – Overlea location, Baltimore, MD

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.

• 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

• 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

• 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

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.

Entry level

Full‑time

Management and Manufacturing

Hospitals and Health Care