Scheduling Customer Service Representative

phsorg; United States; On-site; USD 23,000 - 36,000; Part time

Job summary

Presbyterian Espanola Hospital is seeking a Scheduling Customer Service Representative to assist patients with care coordination, appointment scheduling, and referrals while delivering timely, compassionate service across phone, chat, and in-person interactions.

The role emphasizes accuracy in demographics, strong communication, and teamwork within a fast-paced healthcare setting, with a PRN day shift in Espanola, NM.

Qualifications

• High school diploma or equivalent required.
• 1–3 years of office, customer service, or healthcare experience required.
• Call center, claims processing, managed care, and/or enrollment experience preferred.

Responsibilities

• Deliver exceptional customer service by assisting patients with care coordination, including scheduling, referrals, messaging, and demographic data maintenance.
• Respond to inquiries via a skill-based routing system while meeting quality and productivity standards; conduct outbound calls as needed.
• Build and maintain positive relationships with patients, providers, and partners to enhance the patient experience.
• Contribute to process improvements by documenting workflows and identifying trends in patient inquiries.

Skills

Verbal communication

Written communication

Microsoft Excel

CRM systems

Epic

Organizational skills

Problem-solving

Data analysis

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM systems

Job description

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

Provide exceptional customer service and support throughout the patient experience by coordinating appointment scheduling, processing referrals, managing patient communications, and maintaining accurate demographic information. Serve as a key point of contact for patients by delivering timely, professional, and compassionate assistance through telephone, written correspondence, Pres Online, E-Business, chat, and in-person interactions. Ensure every patient receives service excellence while fostering a positive and welcoming healthcare experience.

Type of Opportunity

PRN

Job Exempt

No

Job is based

Presbyterian Espanola Hospital

Work Shift

Days (United States of America)

Responsibilities

• Deliver exceptional customer service by assisting patients with care coordination, including patient triage, appointment scheduling, referrals, patient messaging, and maintenance of accurate demographic information.
• Respond to incoming inquiries through a skill-based call routing system while meeting established quality, productivity, and performance standards. Consistently provide timely, effective resolution during the initial contact whenever possible. Conduct outbound calls as needed to support organizational programs, initiatives, and patient care objectives.
• Build and maintain positive relationships with patients, providers, and business partners. Act as a patient advocate by collaborating with healthcare practitioners and other stakeholders to address concerns, resolve issues, and enhance the overall patient experience. Promote customer loyalty through responsive service, accuracy, and professionalism.
• Contribute to continuous process improvement efforts by assisting in the development and documentation of workflows, procedures, and best practices. Identify trends in patient inquiries and concerns, perform root cause analysis, and provide recommendations to improve service delivery and operational efficiency.
• Research and resolve patient, provider, and organizational inquiries with accuracy and attention to detail. Utilize available resources, including policies, procedures, provider manuals, knowledge databases, and internal systems, to ensure consistent interpretation of benefits, services, and processes. Communicate findings and resolutions within established service-level expectations.
• Prepare and maintain professional correspondence, reports, and documentation using Microsoft Office applications and other applicable systems.
• Serve as an engaged and collaborative team member, participating in department initiatives, quality improvement projects, and cross-functional teams that support organizational goals and enhance the customer experience.
• Accurately document all patient interactions, including phone calls, emails, written correspondence, faxes, chat communications, and walk-in encounters, ensuring complete and reliable data for reporting, analysis, and follow-up activities.
• Coordinate meetings and communications with patients, providers, customers, and business partners for training, education, reporting, and other operational needs as required.
• Manage the patient encounter from start to finish, including scheduling, registration, collection of copayments, financial counseling and arrangements, charge posting, and reconciliation of collected funds to ensure a seamless and positive patient experience.

Ideal Candidate

The successful candidate is a customer-focused professional with strong communication, problem-solving, and organizational skills who thrives in a fast-paced healthcare environment and is passionate about providing an exceptional patient experience.

Qualifications

Education & Experience

High school diploma or equivalent required.

One (1) to three (3) years of office, business, customer service, or healthcare experience required.

Call center, claims processing, managed care, and/or enrollment experience preferred.

Knowledge, Skills, & Abilities

• Strong verbal and written communication skills with the ability to effectively interact with members, patients, employer groups, brokers, physicians, and physician office staff.
• Proficiency in Microsoft Office applications, including Excel, Access, and other reporting tools, with the ability to create, organize, and analyze data and reports.
• Working knowledge of CRM systems, Epic, and other healthcare databases preferred.
• Understanding of healthcare reimbursement methodologies, including DRG, Relative Value Systems (RVS), Per Diem, Fee Schedules, and Capitation preferred. Knowledge of risk-sharing programs is a plus.
• Knowledge of medical terminology and the ability to learn, retain, and accurately communicate health plan benefits, policies, and procedures.
• Strong organizational, analytical, and problem-solving skills with exceptional attention