Contact Center Representative/Hospital Operator

Now hiring a Contact Center Representative/Hospital Operator

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

How you belong matters here.

We value our employees' differences and find strength in the diversity of our team and community.

At Presbyterian, it's not just what we do that matters. It's how we do it - and it starts with our incredible team. From Information Technology to Food Services and beyond, our non-clinical employees make a meaningful impact on the healthcare provided to our patients and members.

Why Join Us

• Full Time - Exempt: No
• Job is based Presbyterian Hospital
• Work hours: Varied Days and Hours/Weekends
• Benefits: We offer a wide range of benefits including medical, wellness program, vision, dental, paid time off, retirement and more for FT employees.

• 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.

• 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.
• 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.
• Perform other functions as required.

All benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.

Wellness
Presbyterian's Employee Wellness rewards program is designed to provide you with engaging opportunities to enhance your health and activate your well-being. Earn gift cards and more by taking an active role in our personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.

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.

About Presbyterian Healthcare Services
Presbyterian exists to improve the health of patients, members, and the communities we serve. We are 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.

Inclusion and Diversity
Our culture is one of knowing and respecting our patients, members, and each other. We capture this in our Promise and CARES commitments.

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

The compensation range for this role takes into account a wide range of factors, including but not limited to experience and training, internal equity, and other business and organizational needs.