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About the Role

Presbyterian is hiring a skilled Call Center Representative to join their team, serving as a 24/7 central communication center to ensure timely and appropriate handling of customer requests.

Responsibilities

• Serve as a 24/7 central communication center, answering and routing routine, moderate, complex, and emergent customer requests.
• Respond immediately to critical patient care code calls by announcing information to clinical personnel.
• Answer calls routed into the centralized nurse call system, recognizing customer needs and relaying information to clinical staff.
• Monitor CDS alarm panels and dispatch safety personnel 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.
• 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 for critical patient care calls.
• Accurately communicate customer needs through timely transfer of information to appropriate personnel and clinical staff, including data entry into complex database systems and nurse call systems.
• Follow through with appropriate departments or vendors to ensure proper resolution.
• Monitor CDS alarm systems and operate computer programs related to dispatch and alarm systems.
• 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 appropriate time resolving contacts on initial encounters.
• Develop and maintain positive customer relationships, delivering exceptional customer service.
• Promote customer satisfaction and loyalty through quality contact and timeliness of responses.

Requirements

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

Skills

• Call Center experience preferred

Location

• 1100 Central Ave SE Albuquerque, NM 87106-4930

Work Type

• Full time

Experience Level

• 1 year office/business experience

Education Level

• High school/GED diploma

Salary/Compensations

• Minimum Offer $16.79
• Maximum Offer $27.67

Benefits

• Medical
• Dental
• Vision
• Short-term and long-term disability
• Group term life insurance
• Optional voluntary benefits
• Presbyterian's Employee Wellness rewards program

About the Company

• Presbyterian 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 1600 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.

Equal Opportunity

• AA/EOE/VET/DISABLED.
• PHS is a drug-free and tobacco-free employer with smoke free campuses.