Scheduling Customer Service Representative

0090 Presbyterian System Services; United States; Vor Ort; USD 23.000 - 36.000; Vollzeit

Benefits dieser Stelle

Wellness rewards program

Comprehensive benefits package

Zusammenfassung

Presbyterian Espanola Hospital is hiring a Scheduling Customer Service Representative to manage patient scheduling, referrals, messaging, and demographic data. You will respond with service excellence across phone, Pres Online, E-Business, chat, and in person inquiries.

The role is full-time, daytime shifts in Espanola, NM, requiring strong communication and organizational skills to ensure timely, accurate information and a high level of patient satisfaction.

Qualifikationen

• High school diploma plus 1–3 years office/business experience; call center or enrollment experience preferred.
• Excellent in-person and telephone communication with patients, employer groups, brokers and staff.
• Strong written communication, business writing and presentation skills.
• Excellent organization; able to create, sort and analyze reports and processes.
• Knowledge of reimbursement methods and risk sharing programs is helpful.
• Familiar with CRM and EPIC; comfortable with enterprise databases.
• Team player who can work under pressure and maintain quality standards.
• Ability to type at least 30 wpm with 90% accuracy.

Aufgaben

• Provide customer service for patients regarding scheduling, referrals, messaging and demographics.
• Respond to calls routed through skill-based tech to meet quality standards.
• Be ready to take calls at scheduled times and manage them to resolve on first contact.
• Make outbound calls as required and support program initiatives.
• Develop and maintain positive relationships with customers and partners.
• Advocate for patients with practitioners, employer groups, and brokers.
• Maintain quality standards and timely responses; support audit needs.
• Document processes and improvements to enhance service levels.
• Use available resources to analyze inquiries and provide accurate benefit interpretations.
• Record all interactions in databases to enable analysis and reporting.
• Coordinate training, contracting, and reporting meetings when needed.
• Manage encounter processes including scheduling, registration, payments and reconciliations.

Kenntnisse

Customer service

Scheduling

Call center

Communication

Data entry

Ausbildung

High school diploma

Tools

CRM

EPIC

Excel

Access

Jobbeschreibung

Location and Compensation

Location Address: 1010 Spruce Street Espanola, NM 87532-2724

Compensation Pay Range: Minimum Offer $16.42 Maximum Offer $26.10

Now Hiring: Scheduling Customer Service Representative

Summary

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 inquiries.

Type of Opportunity: Full time Job Exempt: No Job is based: Presbyterian Espanola Hospital Work Shift: Days (United States of America)

Responsibilities

• 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.
• Coordinates the encounter or episode process for the customer/patient including scheduling, registration, co-pay collection, financial arrangements, charge posting, and reconciliation of monies collected.

Qualifications

• High school diploma plus one to three years office/business experience, call center experience preferred and/or claims processing experience preferably in managed care with possible enrollment experience
• Demonstrated ability to communicate effectively in person and via telephone with members, employer groups, brokers, physicians, physician office staff.
• Written communication skills as well as business writing and presentation skills are required.
• Requires strong organizational skills, ability to create, sort and analyze reports (Excel, Access, etc) and system processes.
• A thorough knowledge of reimbursement methodologies i.e. DRG, Relative Value Systems, Per Diem, Fee schedule, Capitation, etc and some knowledge of risk sharing programs helpful.
• Some knowledge of CRM and EPIC as well as any other databases that may be used PHS Enterprise wide.
• Demonstrated ability to function effectively as a team member.
• Requires ability to retain plan details and basic medical terminology.
• Must be able to work cooperatively with other employees and function under pressure.
• Demonstrated ability to sustain quality standards.
• Ability to type 30 wpm with 90% accuracy.

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 Here, we’re committed to a different way to make a difference. Presbyterian's story is really the story of the remarkable people who have chosen to work here. Starting with Reverend Cooper who began our journey in 1908, the hard work of thousands of physicians, nurses, employees, board members, and volunteers brought Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system, serving more than one in three New Mexicans. We are part of New Mexico's history and committed to its future. That is why we will continue to work just as hard and care just as deeply to serve New Mexico for years to come.