PMG Patient Services Representative I

Presbyterian Healthcare Services • Rio Rancho, NM

1d • Onsite

About The Position

Presbyterian is hiring a skilled PMG Patient Services Representative I responsible for providing customer service for patients regarding scheduling appointments, referrals, messaging, and maintaining patient demographics. The role ensures callers receive service excellence when responding to telephone, written, Pres Online, E-Business, chat, and in-person inquiries. Presbyterian Healthcare Services exists to improve the health of patients, members, and the communities they serve. It is a locally owned, not-for-profit healthcare system comprising nine hospitals, a statewide health plan, and a growing multi-specialty medical group. Founded in New Mexico in 1908, Presbyterian is the state's largest private employer with nearly 14,000 employees, including over 1600 providers and nearly 4,700 nurses. Their health plan serves more than 580,000 members statewide, offering Medicare Advantage, Medicaid (Centennial Care), and Commercial health plans. Presbyterian is committed to improving the health of New Mexicans and has grown from a tiny tuberculosis sanatorium to a statewide healthcare system, serving more than one in three New Mexicans.

Requirements

• High school/GED diploma
• 1 year office/business experience

Nice To Haves

• Call Center experience preferred

Responsibilities

• Support patients by managing triage needs, scheduling appointments, coordinating referrals, handling messaging, and ensuring all demographic information remains accurate and up to date.
• Handle inbound calls using skill‑based routing and meet quality and performance standards.
• Resolve issues on first contact and complete outbound calls as needed.
• Build and maintain positive relationships with customers and partners.
• Advocate for members/patients, ensure high‑quality interactions, and support satisfaction and loyalty goals.
• Contribute to process and procedure documentation and identify trends or improvement opportunities using the Improvement model.
• Use tools such as Microsoft Word, Excel, D.A.R.T., Provider Manual, Pres Online, and Policies and Procedures to provide accurate information and benefit interpretation.
• Participate actively as a team member across internal teams and improvement initiatives.
• Document all customer interactions (calls, emails, mail, faxes, walk‑ins) in appropriate databases for reporting and analysis.
• Assist with coordinating meetings for training, contracting, or reporting when needed.

Benefits

• Comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.
• Employee Wellness rewards program designed to provide engaging opportunities to enhance health and activate well-being.
• Earn gift cards and more by taking an active role in personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees