Contact Center Representative-Hospital based
Full Time
Albuquerque, NM 87113
Posted
Job description
Overview:
Serves 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. Responds 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 main switchboard. Collaborate with clinical and non-clinical staff to identify and mitigate problems as they occur. Acts as a liaison for patients, members, and multiple departments within the Central Delivery System. Provide exceptional customer service during every interaction
Type of Opportunity: Per Required Need
FTE: 0.001000
Exempt: No
Work Schedule: Varied Days and Hours
Qualifications:
Benefits:
We offer more than the standard benefits!
Learn more about our employee benefits:
https://www.phs.org/careers/employee-benefits/Pages/default.aspx
Why work at Presbyterian?
Presbyterian's story is really the story of the remarkable people who choose to work here. The hard work of our physicians, nurses, employees, board members and volunteers grew Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system that serves more than 875,000 New Mexicans.
About Presbyterian Healthcare Services
Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and Commercial health plans.
About Our Regional Delivery System
We are part of New Mexico's history - and committed to its future. That is why we will continue to work just as hard and care just as deeply to serve New Mexico for years to come.
About New Mexico
Varied landscapes bring filmmakers here from around the world to capture a slice of the natural beauty New Mexicans enjoy every day. Our landscapes are as diverse as our culture - from mountains, forests, canyons, and lakes, to caverns, hot springs and sand dunes.
New Mexico offers endless recreational opportunities to explore and enjoy an active lifestyle. Venture off the beaten path, challenge your body in the elements, or open yourself up to the expansive sky. From hiking, golfing and biking to skiing, snowboarding and boating, it's all available among our beautiful wonders of the west.
Serves 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. Responds 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 main switchboard. Collaborate with clinical and non-clinical staff to identify and mitigate problems as they occur. Acts as a liaison for patients, members, and multiple departments within the Central Delivery System. Provide exceptional customer service during every interaction
Type of Opportunity: Per Required Need
FTE: 0.001000
Exempt: No
Work Schedule: Varied Days and Hours
Qualifications:
High school diploma plus one to three years office/business experience; call center experience preferred and/or is currently demonstrating customer service skills, meeting current department metric and attendance guidelines within department. Claims processing experience in managed care with possible enrollment experience is preferred. Demonstrated ability to communicate effectively in person and via telephone with members, employer groups, brokers, physicians, and physician office staff. Written communication skills as well as business writing and presentation skills are required. Requires strong organizational skills, ability to create, sort and analyze reports (Excel, Access, etc) and system processes. A thorough knowledge of reimbursement methodologies i.e. DRG, Relative Value Systems, Per Diem, Fee schedule, Capitation, etc and some knowledge of risk sharing programs helpful. Some knowledge of CRM and Facets, as well as any other databases that may be used PHS Enterprise wide. Demonstrated ability to function effectively as a team member. Requires ability to retain plan details and basic medical terminology. Must be able to work cooperatively with other employees and function under pressure. Demonstrated ability to sustain quality standards. Must be able to prove ability to type 30 wpm with 90% accuracy.
Responsibilities:
As applicable to all Contact Centers throughout PHS Enterprise
Note: Customer = member or patient. Partner = provider or practitioner office, broker or employer. A customer or partner is anyone you may come into contact with either by telephone, email, E-Business or in-person contacts.
Note: Customer = member or patient. Partner = provider or practitioner office, broker or employer. A customer or partner is anyone you may come into contact with either by telephone, email, E-Business or in-person contacts.
- Respond to routine and emergent customer calls, triage requests, and determine appropriate action to immediately respond to critical patient care calls. Accurately communicate customers need 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 that are connected to the organization. Includes 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 Available to take calls at the scheduled time, and spends the appropriate amount of time taking calls throughout their 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.
- Assess and prioritize multiple requests, escalating to appropriate department leads as necessary. Develop sense of urgency and knowledge of correct and immediate response for emergent environmental and safety situations and critical patient care situations (including falls and critical health problems).
- Work effectively with cross-functional departments, understanding complexities and negotiating resolutions that may involve overlap of departmental responsibilities. Demonstrate patience and de-escalate interactions with frustrated customers. Respond to complaints with appropriate measures.
- Developing creative solutions when staffing level issues or situations with difficult patients arise. Troubleshoot technical problems in coordination with team members. Identify patterns in call requests and report to supervisor. Create new processes as necessary.
- Train clinical personnel and act as subject matter expert for Nurse Call system. Transfer knowledge effectively, presenting a positive attitude and articulating benefits of system. Support nursing personnel with ongoing system requirements and maintenance.
- Meet quality standards and performance measurements related to incoming calls and asset management system. Contribute to achievement of positive department and organizational performance results with a focus on customer service using organization and time management skills.
- Participate as an effective and active team member both individually and in a team environment. Contribute in a value-added manner to Call Center initiatives and special projects as requested. Conduct research on project issues and participate in obtaining project objectives.
- Perform other functions as required.
Benefits:
We offer more than the standard benefits!
Presbyterian employees gain access to a robust wellness program, including free access to our on-site and community-based gyms, nutrition coaching and classes, wellness challenges and more!
Learn more about our employee benefits:
https://www.phs.org/careers/employee-benefits/Pages/default.aspx
Why work at Presbyterian?
As an organization, we are committed to improving the health of our communities. From hosting growers' markets to partnering with local communities, Presbyterian is taking active steps to improve the health of New Mexicans. For our employees, we offer a robust wellness program, including free access to our on-site and community-based gyms, nutrition coaching and classes, wellness challenges and more.
Presbyterian's story is really the story of the remarkable people who choose to work here. The hard work of our physicians, nurses, employees, board members and volunteers grew Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system that serves more than 875,000 New Mexicans.
About Presbyterian Healthcare Services
Presbyterian Healthcare Services exists to improve the health of patients, members and the communities we serve. We are a locally owned, not-for-profit healthcare system of 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.
About Our Regional Delivery System
Presbyterian's Regional Delivery System is a network of six hospitals and medical centers throughout rural New Mexico including locations in Clovis, Espanola, Ruidoso, Santa Fe, Socorro and Tucumcari. Our regional facilities are home to more than 1,600 clinical and non-clinical employees who help make Presbyterian the state's largest private employer with nearly 14,000 statewide employees. With a variety of services ranging from general surgery to pediatrics to heart and cancer care, our regional employees are proud to provide close-to-home care for their communities.
We are part of New Mexico's history - and committed to its future. That is why we will continue to work just as hard and care just as deeply to serve New Mexico for years to come.
About New Mexico
New Mexico continues to grow steadily in population and features a low cost-of living.
Varied landscapes bring filmmakers here from around the world to capture a slice of the natural beauty New Mexicans enjoy every day. Our landscapes are as diverse as our culture - from mountains, forests, canyons, and lakes, to caverns, hot springs and sand dunes.
New Mexico offers endless recreational opportunities to explore and enjoy an active lifestyle. Venture off the beaten path, challenge your body in the elements, or open yourself up to the expansive sky. From hiking, golfing and biking to skiing, snowboarding and boating, it's all available among our beautiful wonders of the west.
AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.
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