Call Center Representative-Patient Services

Presbyterian Healthcare Services

2d • $17 - $28 • Remote

About The Position

Presbyterian Healthcare Services is hiring a full-time Call Center Representative for its Patient Services team. This is a work-at-home role available only to New Mexico residents. The role provides customer service to patients and members through telephone, written, online, email, chat, and in-person interactions, including triage, appointment scheduling, referrals, messaging, and maintaining patient demographics.

The representative responds to incoming calls using skill-based routing, conducts outbound calls as needed, researches inquiries and special projects, and provides accurate and timely information and benefit interpretation. The role also documents customer contacts, supports process improvements, identifies inquiry patterns and root causes, and contributes to team initiatives. The position is based at the Reverend Hugh Cooper Administrative Center and works day shifts.

Requirements

• High school diploma or GED.
• One year of office or business experience.

Nice To Haves

• Call center experience preferred.

Responsibilities

• Provide customer service related to patient triage, appointment scheduling, referrals, messaging, and maintaining patient demographics.
• Respond to incoming calls routed through skill-based technology, meet quality and performance standards, and resolve contacts on the initial encounter when possible.
• Conduct outbound calls as required and meet established quality and quantity guidelines supporting organizational initiatives and programs.
• Develop and maintain positive customer and partner relationships, advocate for members and patients, and promote satisfaction and loyalty through quality service and timely responses.
• Support documentation of processes and procedures and identify functional process improvements.
• Identify patterns in call inquiries and grievances, conduct root-cause analysis in resubmitted and adjusted claims, and report findings to management.
• Research inquiries and special projects, and provide accurate benefit interpretations and resolutions within required timelines.
• Use available documentation, including D.A.R.T., the Provider Manual, Pres Online, and policies and procedures, to analyze inquiries and provide consistent information.
• Participate as an active team member and contribute to internal and process-improvement teams and initiatives.
• Record calls, mail, email, faxes, walk-in encounters, and other contacts in appropriate databases for analysis and reporting.
• Assist with coordinating meetings with customers or partners for training, contracting, and reporting.
• Perform other functions as required.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Long-term disability insurance
• Group term life insurance
• Optional voluntary benefits
• Employee Wellness rewards program, with opportunities to earn gift cards through wellness activities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED