Call Center Operator - Healthcare

Join Our Team at Mercy Medical Center – Now Hiring a Call Center Operator / Practice Communications Coordinator!

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.

The Practice Communications Coordinator (Referrals) is responsible for overseeing the GI referral work queue and coordinating patient appointments with all providers in the Institute for Digestive Health and Liver Disease. This role acts as a key point of contact for patients, helping to ensure a seamless, efficient, and positive experience.

• Manage and work the GI referral work queue to ensure timely review and processing of all referrals

• Contact patients to coordinate appointments with across the GI/Colorectal subspecialties

• Schedule office appointments accurately including entering all demographic information, including ensuring referrals are properly entered and flagged for upcoming visits.

• Send new patient packets, remind patients regarding e-check-in protocals, scan documents, and maintain organized electronic records.

• Provide patients with information on physicians, locations, and educational materials.

• Interview callers to fully understand the information requested and deliver high-quality customer service on every interaction.

• Recommend workflow improvements to enhance the patient experience.

• Promote teamwork, call center efficiency, and uphold the professional image of Mercy Medical Center.

EDUCATION AND WORK EXPERIENCE

• 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 minimum 1 year of call center experience

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.