What are the responsibilities and job description for the Call Center Operator - Healthcare position at Mercy Medical Center, Baltimore, MD?
Summary
This is a fully remote position with required onsite training. The Practice Communication Coordinator is primarily responsible for answering incoming calls to the Centralized Communication Center in a polite, professional, and efficient manner. The coordinator will be the initial point of contact for all patients and this interaction will function as a key component to the overall patient experience. Responsibilities include scheduling office appointments and procedures as well as taking accurate phone messages per office protocol, taking accurate Rx refill requests and sending them through Epic to provider pools, and ensuring referrals are in the system for upcoming appointments. 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. 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
Education and Work Experience:
Benefits Eligibility is based on your scheduled FTE status and Job Category
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.
This is a fully remote position with required onsite training. The Practice Communication Coordinator is primarily responsible for answering incoming calls to the Centralized Communication Center in a polite, professional, and efficient manner. The coordinator will be the initial point of contact for all patients and this interaction will function as a key component to the overall patient experience. Responsibilities include scheduling office appointments and procedures as well as taking accurate phone messages per office protocol, taking accurate Rx refill requests and sending them through Epic to provider pools, and ensuring referrals are in the system for upcoming appointments. 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. 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
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
- Prefer a Bachelors degree in management, healthcare administration
- Prefer prior experience using EPIC Systems
Benefits Eligibility is based on your scheduled FTE status and Job Category
- 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
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.
