Scheduling Customer Service Representative

0090 Presbyterian System Services; United States; On-site; USD 23,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Short-term disability

Long-term disability

Group term life insurance

Wellness program

Job summary

Presbyterian Espanola Hospital is hiring a Scheduling Customer Service Representative to coordinate appointments, process referrals, and maintain patient data. You will handle inquiries via phone, chat, and in person, delivering compassionate service and helping patients navigate their care journey.

The role emphasizes accurate data management, effective communication, and collaboration with providers to improve the patient experience. Full-time daytime schedule in Espanola, NM.

Qualifications

• Education: High school diploma or equivalent.
• 1–3 years in office, business, customer service, or healthcare.
• Call center, claims processing, managed care, and/or enrollment experience preferred.
• Strong verbal and written communication; able to interact with diverse stakeholders.
• Proficiency with Microsoft Office; Excel/Access and reporting tools.

Responsibilities

• Coordinate appointment scheduling, referrals, patient messaging, and demographic information.
• Respond to inquiries via call routing system while meeting quality and productivity standards.
• Provide timely, effective resolution at first contact when possible.
• Conduct outbound calls to support programs and patient care objectives.
• Build positive relationships with patients, providers, and partners.
• Act as patient advocate by collaborating with healthcare practitioners to address concerns.

Skills

Verbal communication

Written communication

Microsoft Office

CRM systems

Epic knowledge

Healthcare terminology

Data analysis

Multitasking

Team collaboration

Problem-solving

Education

High school diploma or equivalent

Tools

Microsoft Excel

Access

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

Full time

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.

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 to detail.
• Ability to manage multiple priorities, meet deadlines, and maintain high-quality standards in a fast-paced environment.
• Demonstrated ability to work independently and collaboratively as a productive team member.
• Ability to remain professional, customer-focused, and effective under pressure.
• Typing proficiency of at least 30 words per minute 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.

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