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Call Center Representative – Patient Services
Presbyterian Healthcare Services. Provide customer service to patients regarding scheduling appointments, referrals, messaging, patient triage, and maintaining patient demographics .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills in patient triage, appointment scheduling, and maintaining patient demographics while effectively utilizing Microsoft Word and Excel for documentation and analysis.
Highest-signal resume keywords
Customer ServiceCall Center ExperiencePatient TriageMicrosoft ExcelProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Patient SchedulingReferral ManagementCall DocumentationRoot Cause AnalysisBenefit Interpretation
Soft Skills
CommunicationRelationship BuildingProblem Solving
Tools & Technologies
Microsoft WordDatabases
Industry Keywords
Patient AdvocacyQuality StandardsPerformance MeasurementsOffice Experience
About the role
Key responsibilities & impact- Provide customer service to patients regarding scheduling appointments, referrals, messaging, patient triage, and maintaining patient demographics
- Respond to incoming calls routed through skill-based technology
- Conduct outbound calls as required
- Resolve contacts on the initial encounter while meeting quality standards and performance measurements
- Develop and maintain positive customer and partner relationships
- Act as a member/patient advocate with practitioners, employer groups, and brokers
- Support process improvements by documenting processes and procedures
- Identify patterns in call inquiries and grievances
- Conduct root cause analysis in resubmitted and adjusted claims
- Research inquiries and special projects and communicate accurate benefit interpretations and resolutions
- Record calls, mail, email, faxes, and walk-in encounters in appropriate databases
- Assist with coordinating customer or partner meetings for training, contracting, and reporting
- Participate in internal teams, process improvement teams, and initiatives
- Perform other functions as required
Requirements
What you’ll need- High school/GED diploma
- 1 year office/business experience
- Call Center experience preferred
- Available for Metro Albuquerque residents only
- Work from home
- Ability to provide customer service regarding patient triage, scheduling appointments, referrals, messaging, and maintaining patient demographics
- Ability to use Microsoft Word, Excel, or similar databases
- Ability to analyze documentation and provide accurate and consistent information and benefit interpretation
- Ability to meet quality and quantity guidelines and performance measurements
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Short-term disability insurance
- Long-term disability insurance
- Group term life insurance
- Optional voluntary benefits
- Employee Wellness rewards program
- Gift cards and more for participating in wellness activities