Call Center Representative-Hospital location

Presbyterian Healthcare Services; Albuquerque (NM); On-site; USD 23,000 - 38,000; Full time

Job summary

Presbyterian Healthcare Services in Albuquerque, NM is hiring a Call Center Representative at Presbyterian Hospital. This full-time, 24/7 role serves as the central communication hub, routing routine to emergent patient and member requests to the appropriate departments.

You will triage calls, collaborate with clinical and non-clinical staff, and log information into complex database and nurse call systems while delivering exceptional customer service.

Qualifications

• High school/GED diploma.
• 1 year office/business experience.
• Call Center experience preferred.

Responsibilities

• Respond to routine and emergent customer calls; triage requests and determine action.
• Transfer information promptly to appropriate personnel and clinical staff.
• Enter information into complex database systems and nurse call system.
• Collaborate with departments to ensure proper resolution and service quality.
• Provide exceptional customer service throughout interactions.

Skills

Customer service

Communication skills

Multitasking

Education

High school diploma or GED

Tools

Call center software

Job description

Location Address:1100 Central Ave SE Albuquerque, NM 87106-4930Compensation Pay Range:Minimum Offer $16.79 Maximum Offer $27.67 Now Hiring: Call Center Representative-Hospital locationSummary:Build your Career. Make a Difference. Presbyterian is hiring a skilled Call Center Representative to join our team. Type of Opportunity: Full time Job Exempt: No Job is based: Presbyterian Hospital Work Shift: Varied Days and Hours (United States of America)Responsibilities:Job DescriptionNow hiring Call Center Representative-Hospital locationServes as a 24/7 central communication center ensuring all routine, moderate, complex and emergent customer requests are answered and routed to the appropriate department in a timely manner. Responds immediately to critical patient care code calls by announcing information to clinical personnel via hospital communication systems. Answer calls routed into the centralized nurse call system with the ability to recognize both expressed and implied customer needs, summarize and relay information to the appropriate clinical staff. Monitor CDS alarm panels and dispatch safety personnel to emergent/ non-emergent calls according to established policies. Answer, track and transfer calls received through main switchboard. Collaborate with clinical and non-clinical staff to identify and mitigate problems as they occur. Acts as a liaison for patients, members, and multiple departments within the Central Delivery System. Provide exceptional customer service during every interactionSome key responsibilities include:As applicable to all Contact Centers throughout PHS EnterpriseNote: Customer = member or patient. Partner = provider or practitioner office, broker or employer. A customer or partner is anyone you may come into contact with either by telephone, email, E-Business or in-person contacts.Respond to routine and emergent customer calls, triage requests, and determine appropriate action to immediately respond to critical patient care calls. Accurately communicate customers need through timely transfer of information to appropriate personnel and clinical staff, including entry of information into complex database systems and or nurse call system. Follow through with appropriate departments or vendors to ensure proper resolution and opportunities.Monitor CDS alarm system that are connected to the organization. Includes operating several computer programs relating to dispatch and alarm systems by following established emergency procedures as assigned by department to maintain clear and concise communication with appropriate teams and clinical staff.Respond to incoming calls routed through skill-based technology to meet quality standards and performance measurements Available to take calls at the scheduled time, and spends the appropriate amount of time taking calls throughout their shift to resolve contacts on initial encounters.Develop and maintain positive customer relationships, delivering exceptional customer service that meets/exceeds expectations in all customer contacts/ service functions. Promote customer satisfaction/loyalty through quality contact and timeliness of responses.Qualifications:High school/GED diploma1 year office/business experienceCall Center experience preferred.All benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.WellnessPresbyterian's Employee Wellness rewards program is designed to provide you with engaging opportunities to enhance your health and activate your well-being. Earn gift cards and more by taking an active role in our personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.Why work at Presbyterian?As an organization, we are committed to improving the health of our communities. From hosting growers' markets to partnering with local communities, Presbyterian is taking active steps to improve the health of New Mexicans.About Presbyterian Healthcare ServicesPresbyterian exists to improve the health of patients, members, and the communities we serve. We are locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, we are the state's largest private employer with nearly 14,000 employees - including more than 1600 providers and nearly 4,700 nurses.Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and Commercial health plans.AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.We're Determined to Support New Mexico's Well-Being | Presbyterian Healthcare Services