Call Center Representative-Hospital location

About the role

Presbyterian is hiring a skilled Call Center Representative to join our team at the Hospital location (1100 Central Ave SE, Albuquerque, NM 87106-4930). Build your career and make a difference by serving as a 24/7 central communication center handling routine, moderate, complex, and emergent customer requests, routing them to appropriate departments, responding to critical patient care code calls, monitoring CDS alarm panels, answering switchboard calls, collaborating with clinical and non‑clinical staff, and providing exceptional customer service.

Responsibilities

• Serve as a 24/7 central communication center ensuring all routine, moderate, complex, and emergent customer requests are answered and routed to the appropriate department in a timely manner.
• Respond immediately to critical patient care code calls by announcing information to clinical personnel via hospital communication systems.
• Answer calls routed into the centralized nurse call system with the ability to recognize both expressed and implied customer needs, summarize and relay information to the appropriate clinical staff.
• Monitor CDS alarm panels and dispatch safety personnel to emergent/non‑emergent calls according to established policies.
• Answer, track, and transfer calls received through the main switchboard.
• Collaborate with clinical and non‑clinical staff to identify and mitigate problems as they occur.
• Act as a liaison for patients, members, and multiple departments within the Central Delivery System.
• Provide exceptional customer service during every interaction.
• Accurately communicate customer needs through timely transfer of information to appropriate personnel and clinical staff, including entry of information into complex database systems and/or nurse call system.
• Follow through with appropriate departments or vendors to ensure proper resolution and opportunities.
• Monitor CDS alarm system connected to the organization, operating several computer programs relating to dispatch and alarm systems by following established emergency procedures as assigned by department to maintain clear and concise communication with appropriate teams and clinical staff.
• Respond to incoming calls routed through skill‑based technology to meet quality standards and performance measurements.
• Be available to take calls at the scheduled time and spend the appropriate amount of time taking calls throughout the shift to resolve contacts on initial encounters.
• Develop and maintain positive customer relationships, delivering exceptional customer service that meets/exceeds expectations in all customer contacts/service functions.
• Promote customer satisfaction/loyalty through quality contact and timeliness of responses.

Qualifications

• High school diploma or GED.
• Minimum 1 year of office/business experience.
• Call center experience preferred.

Benefits

• Comprehensive benefits package for benefits‑eligible Presbyterian employees, including medical, dental, vision, short‑term and long‑term disability, group term life insurance, and other optional voluntary benefits.
• Employee Wellness rewards program offering gift cards and incentives for participating in wellness activities such as challenges, webinars, preventive screenings, and more.

Pay

Pay range: minimum offer $16.79, maximum offer $27.67.

Schedule

Work shift: varied days and hours (full‑time position).