Call Center Representative-Patient Services

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Disability insurance (short/long term)

Life insurance

Wellness program

Job summary

Presbyterian Healthcare Services seeks a Call Center Representative-Patient Services for a work-from-home role available to New Mexico residents. Responsibilities include scheduling appointments, referrals, messaging, and maintaining patient demographics while delivering service excellence across multiple channels.

Qualifications include a high school diploma or GED, and 1 year of office experience; Call Center experience is preferred.

Qualifications

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

Responsibilities

• Provide customer service for patients, scheduling appointments, referrals, messaging, and maintaining demographics.
• Respond to inquiries via telephone, Pres Online, E-Business, chat, and in person.
• Maintain patient demographics in required databases and ensure data accuracy.
• Document interactions and coordinate with internal teams as needed.

Education

High school diploma or GED

Tools

Microsoft Word

Excel

Job description

Location Address:9521 San Mateo NE Albuquerque, NM 87113-2237Compensation Pay Range:Minimum Offer $16.79 Maximum Offer $27.67 Now Hiring: Call Center Representative-Patient ServicesSummary:Please note. This role is a work at home role available for New Mexico residents only at this time.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: Reverend Hugh Cooper Administrative Center Work Shift: Days (United States of America)Responsibilities:Responsible for providing customer service for patients in regard to scheduling appointments, referrals, messaging, and maintaining patient demographics. Ensure callers receive service excellence when responding to telephone, written, Pres Online, E-Business, chat, and in person inquiriesSome key responsibilities include:Responsible for providing customer service for patients in regard to the triage of patients, scheduling appointments, referrals, messaging, and maintaining patient demographics.Respond to incoming calls routed through skill-based technology to meet quality standards and performance measurements. Is ready to take calls at the scheduled time, and spends the appropriate amount of time taking calls throughout their shift to resolve contacts on initial encounter. Conducts outbound calls as required and meets established quality/quantity guidelines supporting PHS/PHP/PMG initiatives and/or programs.Develop and maintain positive customer or partner relationships. Acts as member/patient advocate in dealing with practitioners, employer groups, and brokers. Maintains prescribed standards of quality in all research, customer and partner contacts/service functions and promotes customer satisfaction/loyalty through quality contact and timeliness of responses, achieves quality audit results as required.Assists in the development of documentation of process and procedures into functional process improvements to enhance overall level of service to our customers and partners. Uses the Improvement model, identifies patterns in call inquiries/grievances, conducts root cause analysis in resubmitted and adjusted claims and reports to management team.Researches inquiries/special projects as requested and responds to customer, partner or other PHS/PHP business units to ensure accuracy of benefit interpretation with results of research and resolution and within required timelines. Responses to customer or partners to be done using Microsoft Word, Excel or similar databases when appropriate. Uses available documentation such as D.A.R.T., Provider Manual, Pres Online, and Policies and Procedures to analyze and provide accurate and consistent information and benefit interpretation.Participates as an effective and active team member both individually and in a team environment. Participates in a value-added manner as a team member to internal teams as well as other process improvement teams (i.e. QCC) and initiatives.Record all calls, mail, email, faxes, walk-in encounters, etc. in appropriate databases to provide meaningful, accurate data for analysis and reporting.Assist in coordinating (when necessary) meetings with customers or partners for training, contracting, and reporting.Perform other functions as required.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