Lead Call Center Operator- GI Services

Summary

Join Our Team at Mercy Medical Center – Now Hiring 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. 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.

Responsibilities

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.

Requirements

-Must possess a high school diploma or GED. -One year of medical office experience required -Previous experience in a call center required -Previous EPIC experience 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 required

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.

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.

-Must possess a high school diploma or GED. -One year of medical office experience required -Previous experience in a call center required -Previous EPIC experience 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 required