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Call Center Representative – Patient Services
Presbyterian Healthcare Services. Provide customer service for patients regarding triage, scheduling appointments, referrals, messaging, 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, particularly in triage, scheduling, and patient advocacy, while effectively utilizing communication tools and maintaining accurate documentation. Proficient in analyzing inquiries and providing timely resolutions to enhance patient and partner relationships.
Highest-signal resume keywords
Customer ServiceCall Center ExperienceMicrosoft WordMicrosoft ExcelBenefit Interpretation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TriageScheduling AppointmentsReferralsPatient DemographicsRoot Cause AnalysisDocumentation AnalysisQuality StandardsPerformance MeasurementsData EntryProcess Improvement
Soft Skills
CommunicationRelationship BuildingAdvocacyTeam CollaborationProblem Solving
Tools & Technologies
Pres OnlineE-BusinessDatabases
Industry Keywords
Patient AdvocacyCall InquiriesGrievancesOffice ExperienceMetro Albuquerque
About the role
Key responsibilities & impact- Provide customer service for patients regarding triage, scheduling appointments, referrals, messaging, and maintaining patient demographics
- Respond to incoming calls using skill-based technology while meeting quality standards and performance measurements
- Conduct outbound calls as required and meet established quality and quantity guidelines
- Develop and maintain positive customer and partner relationships
- Act as a member/patient advocate with practitioners, employer groups, and brokers
- Support process and procedure documentation and functional process improvements
- Identify patterns in call inquiries and grievances and conduct root cause analysis
- Research inquiries and special projects and provide accurate benefit interpretation and timely resolutions
- Participate effectively in individual, team, and process improvement initiatives
- Record calls, mail, email, faxes, and walk-in encounters in appropriate databases for analysis and reporting
- Coordinate meetings with customers or partners for training, contracting, and reporting
- Perform other functions as required
Requirements
What you’ll need- High school/GED diploma
- 1 year office/business experience
- Call Center experience preferred
- Work from home role available for Metro Albuquerque residents only
- Ability to provide customer service for patients regarding triage, scheduling appointments, referrals, messaging, and maintaining patient demographics
- Ability to respond to inquiries by telephone, written communication, Pres Online, E-Business, chat, and in person
- Ability to use Microsoft Word, Excel, or similar databases when appropriate
- Ability to analyze documentation and provide accurate and consistent information and benefit interpretation
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Short-term disability insurance
- Long-term disability insurance
- Group term life insurance
- Other optional voluntary benefits
- Employee Wellness rewards program
- Gift cards and more for participating in wellness activities
- Smoke-free campuses