Support Services Representative - Mercy Medical Center

Responsibilities:

The Support Services Representative is primarily responsible for answering incoming calls to the Centralized Communication Center in a polite, professional, and efficient manner. The representative will be the initial point of contact for all callers and this interaction will function as a key component to the overall patient experience. Responsibilities include answering all incoming calls and follow proper procedures as well as taking accurate phone messages, making calls to staff assigned to request area for assistance and document all interactions per office protocol, taking accurate messages and relaying them to the appropriate staff for assistance, ensure all department staff absence or tardy calls are relayed to the appropriate department leadership and documented, flag requests that are priority and follow-up with the request while documenting all steps. The Support Service Representative is also responsible for checking the call center’s voicemail and following up on all request, scanning documents, working work queues (WQs), recommending workflow efficiencies to improve the patient/staff experience. Provide callers with information on previous department calls, department leadership and follow-up on requests. Answer callers’ questions. 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 documentation procedures, customer service skills, problem solving and the ability to multi-task.

Qualifications:

• Must possess a high school diploma or GED
• Prefer a minimum 1 year of experience in a similar role within a Centralized Communication Center
• Able to answer greater than 300 calls per day
• Able to type and talk
• Able to type more than 30 wpm

Min:USD $17.83/Hr.Max:USD $26.75/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.