PMG Patient Services Representative

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Disability insurance

Life insurance

Job summary

Presbyterian Healthcare Services is seeking a PMG Patient Services Representative to provide exceptional customer service for patients scheduling appointments, referrals, and inquiries across multiple channels. The role emphasizes accuracy in maintaining demographics, timely responses, and adherence to quality standards.

Based at Presbyterian facilities, you will engage with callers and in-person visitors during weekday hours.

Qualifications

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

Responsibilities

• Provide customer service for patients regarding scheduling appointments, referrals, messaging, and maintaining patient demographics.
• Respond to incoming calls using skill-based routing to meet quality standards and performance metrics; take calls at scheduled times and resolve contacts on first encounter.
• Develop and maintain positive customer/partner relationships; advocate for patients with practitioners; maintain quality in all contacts and audits.

Skills

Call Center experience

Office experience

Education

High school/GED diploma

Job description

Location Address:

2400 Unser Blvd SERio Rancho, NM 87124

Compensation Pay Range:

Minimum Offer $16.79Maximum Offer $27.67Now Hiring: PMG Patient Services Representative

Summary:

Responsible for providing customer service for patients regarding 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 inquiries.Type of Opportunity: Full timeJob Exempt: NoJob is based: Presbyterian Rust Medical CenterWork Shift: Weekday Schedule Monday-Friday (United States of America)

Responsibilities:

• Responsible for providing customer service for patients regarding 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. Ready to take calls at the scheduled time and spend 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 PMG initiatives and/or programs.
• Develop and maintain positive customer or partner relationships. Acts as member/patient advocate in dealing with practitioners. 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.
• Responses to customers 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 diploma
• 1 year office/business experience
• Call 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.

Wellness

Presbyterian'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 Services

Presbyterian 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