Call Center Representative-Hospital location

Location: 1100 Central Ave SE, Albuquerque, NM 87106-4930

Pay

Pay Range Minimum Offer: $16.79 – Maximum Offer: $27.67

About the Role

Presbyterian is hiring a skilled Call Center Representative to join our team at Presbyterian Hospital. This is a full-time, non-exempt position with varied days and hours.

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, recognizing both expressed and implied customer needs, 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.
• Respond to routine and emergent customer calls, triage requests, and determine appropriate action to immediately address critical patient care calls.
• Accurately communicate customer needs through timely transfer of information to appropriate personnel and clinical staff, including entry into complex database systems or nurse call systems.
• Follow through with appropriate departments or vendors to ensure proper resolution and opportunities.
• Monitor CDS alarm systems connected to the organization, operating several computer programs related to dispatch and alarm systems while following established emergency procedures.
• Respond to incoming calls routed through skill-based technology to meet quality standards and performance measurements.
• Be available to take calls at scheduled times and spend the appropriate amount of time resolving contacts on initial encounters.
• Develop and maintain positive customer relationships, delivering exceptional customer service that meets or exceeds expectations in all interactions.
• Promote customer satisfaction and loyalty through quality contact and timeliness of responses.

Requirements

• High school diploma or GED.
• 1 year of office or business experience.
• Call Center experience preferred.

Benefits

• Comprehensive benefits package including medical, dental, vision, short-term and long-term disability, and group term life insurance.
• Optional voluntary benefits.

Wellness

Presbyterian's Employee Wellness rewards program provides engaging opportunities to enhance health and activate well-being. Earn gift cards and more by participating in wellness activities such as challenges, webinars, and preventive screenings.

About Presbyterian Healthcare Services

Presbyterian exists to improve the health of patients, members, and the communities we serve. We are a locally owned, not-for-profit healthcare system with nine hospitals, a statewide health plan, and a growing multi-specialty medical group. Founded in New Mexico in 1908, we are the state's largest private employer with nearly 14,000 employees, including more than 1,600 providers and nearly 4,700 nurses. Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care), and Commercial health plans.