Lead Call Center Operator- Healthcare

Overview

The Lead Phone Operator answers multi-line phone system and accurately and professionally directs and assists callers, schedules appointments and takes accurate and thorough messages for the appropriate provider following office protocols. The Lead Phone Operator also has a supervisory role when the Call Center Supervisor is not able to attend to the immediate needs of any phone operator.

This position will be LEAD Call Center support for Mercy Personal Physicians at Reisterstown. On-Site workplace is 321 N. Calvert Street, Baltimore MD 21202.

Responsibilities

This position leads/oversees the Practice Communications Coordinator role- 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, making reminder calls to patients per office protocol, taking accurate Rx refill requests and sending them through Epic to provider pools, insure referrals are in the system for upcoming appointments, flag offices for patients coming with high balances. The Practice Commnications Coordinator is also responsible for 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. Interviews 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 MedicalCenter. This position requires a self-directed individual with comprehensive knowledge of insurance requirements, customer service skills, problem solving and the ability to multi-task.

This position will be LEAD Call Center support for Mercy Personal Physicians at Reisterstown. On-Site workplace is 321 N. Calvert Street, Baltimore MD 21202.

Qualifications

Education and Work Experience:

• Must possess a high school diploma or GED.
• One year of medical office experience required.
• Previous experience in a call center preferred.
• Must be computer literate.
• Must have good organizational skills and the ability to handle multiple tasks and communicate well with personnel, visitors, customer, 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.

Min

USD $20.32/Hr.

Max

USD $33.53/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
• 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

EEO Statement

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.

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