Call Center Representative Patient Services-Work From Home Albuquerque, NM

Resonance CX Partners identifies and validates opportunities from customer-focused organizations. This role is based in Albuquerque, NM and is available as a work-from-home position for Metro Albuquerque residents only.

About the role

Presbyterian is hiring a skilled Call Center Representative to join our team. This full-time, non-exempt position is based at the Reverend Hugh Cooper Administrative Center with a day shift schedule.

Responsibilities

• Provide customer service for patients regarding scheduling appointments, referrals, messaging, and maintaining patient demographics.
• Ensure callers receive service excellence when responding to telephone, written, Pres Online, E-Business, chat, and in-person inquiries.
• Respond to incoming calls routed through skill-based technology to meet quality standards and performance measurements.
• Be ready to take calls at the scheduled time and spend appropriate time resolving contacts on initial encounter.
• Conduct outbound calls as required, meeting established quality and quantity guidelines supporting PHS/PHP/PMG initiatives and programs.
• Develop and maintain positive customer or partner relationships, acting as a member/patient advocate.
• Maintain prescribed standards of quality in research, customer contacts, and service functions to promote customer satisfaction and loyalty.
• Assist in developing documentation of processes and procedures to enhance service levels.
• Use the Improvement model to identify patterns in call inquiries, conduct root cause analysis, and report findings to the management team.
• Research inquiries and special projects, ensuring accurate benefit interpretation and timely responses using tools like Microsoft Word, Excel, D.A.R.T., Provider Manual, and Pres Online.
• Participate as an active team member in internal teams and process improvement initiatives (e.g., QCC).
• Record all calls, mail, email, faxes, and walk-in encounters in appropriate databases for analysis and reporting.
• Assist in coordinating meetings with customers or partners for training, contracting, and reporting.
• Perform other required functions.

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 offers engaging opportunities to enhance health and activate well-being. Earn gift cards and other rewards 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. As a locally owned, not-for-profit healthcare system, we operate 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.