PMG Patient Services Representative

Presbyterian System Services • Rio Rancho, NM

2d • Onsite

About The Position

The Patient Services Representative provides customer service to patients regarding triage, appointment scheduling, referrals, messaging, and patient demographic maintenance. The role responds to inquiries by telephone, written communication, Pres Online, E-Business, chat, and in person, aiming to provide service excellence and resolve contacts on the initial encounter. Based at Presbyterian Rust Medical Center in Rio Rancho, New Mexico, this is a full-time, non-exempt position with a weekday Monday–Friday schedule.

The representative handles inbound and outbound contacts, maintains service quality and performance standards, advocates for members and patients in dealings with practitioners, and uses available documentation and systems to provide accurate information and benefit interpretation. The role also records contacts for analysis and reporting, supports process improvements and team initiatives, and helps coordinate meetings with customers or partners as needed.

Requirements

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

Nice To Haves

• Call center experience preferred.

Responsibilities

• Provide customer service regarding patient triage, appointment scheduling, referrals, messaging, and demographic maintenance.
• Respond to incoming calls routed through skill-based technology and meet quality standards and performance measurements.
• Be ready to take calls at scheduled times and spend appropriate time handling calls throughout the shift, resolving contacts on the initial encounter.
• Conduct outbound calls as required and meet established quality and quantity guidelines supporting PMG initiatives or programs.
• Develop and maintain positive customer and partner relationships.
• Act as a member and patient advocate when dealing with practitioners.
• Maintain prescribed quality standards in research and customer and partner service contacts, promote satisfaction and loyalty, and meet required quality audit results.
• Assist with documenting processes and procedures and developing functional process improvements to enhance service.
• Use the Improvement model to identify patterns in call inquiries and grievances.
• Respond to customers or partners using Microsoft Word, Excel, or similar databases when appropriate.
• Use available documentation, including D.A.R.T., Provider Manual, Pres Online, and Policies and Procedures, to provide accurate and consistent information and benefit interpretation.
• Participate effectively and actively as an individual and team member, including in internal teams, process improvement teams such as QCC, and other initiatives.
• Record calls, mail, email, faxes, and walk-in encounters in appropriate databases for meaningful, accurate analysis and reporting.
• Assist in 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
• 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