PMG Patient Services Representative

Presbyterian Healthcare Services • Rio Rancho, NM

3d • $17 - $28 • Onsite

About The Position

The PMG Patient Services Representative provides customer service to patients regarding triage, appointment scheduling, referrals, messaging, and maintaining patient demographics. The representative responds to inquiries by telephone, in writing, through Pres Online, E-Business, chat, and in person, with a focus on service excellence and timely, accurate information. The position is based at Presbyterian Rust Medical Center in Rio Rancho, New Mexico, and follows a Monday–Friday weekday schedule.

The representative handles incoming and outbound calls, documents patient and partner contacts, supports PMG initiatives, and helps identify opportunities to improve service processes. The role also involves advocating for patients, interpreting available guidance and benefit information, maintaining productive relationships, and contributing to individual and team objectives.

Requirements

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

Nice To Haves

• Call center experience preferred.

Responsibilities

• Provide customer service for patient triage, appointment scheduling, referrals, messaging, and demographic maintenance.
• Respond to incoming calls routed through skill-based technology and meet quality and performance standards; be ready to take calls at scheduled times and work to resolve contacts on the initial encounter.
• Conduct outbound calls as required and meet established quality and quantity guidelines in support of PMG initiatives and programs.
• Develop and maintain positive customer and partner relationships, advocate for members and patients when dealing with practitioners, and promote satisfaction and loyalty through quality service and timely responses.
• Maintain prescribed quality standards for research, customer and partner contacts, and service functions; achieve required quality audit results.
• Help document processes and procedures and identify functional improvements to enhance service; use the Improvement model to identify patterns in call inquiries and grievances.
• Use Microsoft Word, Excel, or similar databases when appropriate, and consult available documentation such as D.A.R.T., the Provider Manual, Pres Online, and policies and procedures to provide accurate, consistent information and benefit interpretation.
• Participate actively and effectively as an individual and team member, including contributing to internal teams, process-improvement teams such as QCC, and other initiatives.
• Record calls, mail, email, faxes, walk-in encounters, and other contacts in appropriate databases for accurate analysis and reporting.
• Assist with coordinating meetings with customers or partners for training, contracting, and reporting when necessary.
• Perform other functions as required.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Long-term disability insurance
• Group term life insurance
• Other optional voluntary benefits
• Employee wellness rewards program, including 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