Call Center Representative – Patient Services

This is a fully remote position, open to applicants in New Mexico.

📋 Description

• Deliver exceptional customer service to patients concerning triage, appointment scheduling, referrals, messaging, and the upkeep of patient demographics.

• Handle incoming calls utilizing skill-based technology while adhering to quality standards and performance metrics.

• Make outbound calls as necessary, meeting predetermined quality and quantity benchmarks.

• Cultivate and sustain positive relationships with customers and partners.

• Serve as an advocate for members/patients alongside practitioners, employer groups, and brokers.

• Assist in the documentation of processes and procedures, as well as functional process enhancements.

• Recognize trends in call inquiries and complaints, performing root cause analysis.

• Investigate inquiries and special projects, providing accurate benefit interpretation and timely solutions.

• Engage effectively in individual, team, and process improvement efforts.

• Document calls, mail, email, faxes, and in-person encounters in the appropriate databases for analysis and reporting purposes.

• Organize meetings with customers or partners for training, contracting, and reporting.

• Undertake other responsibilities as needed.

⛳️ Requirements

• High school diploma or GED.

• Minimum of 1 year of office/business experience.

• Call center experience is preferred.

• This is a work-from-home role available exclusively for residents of Metro Albuquerque.

• Capability to provide customer service for patients regarding triage, appointment scheduling, referrals, messaging, and maintaining patient demographics.

• Proficiency in responding to inquiries via telephone, written communication, Pres Online, E-Business, chat, and in person.

• Ability to utilize Microsoft Word, Excel, or similar databases when applicable.

• Competence in analyzing documentation and providing accurate, consistent information and benefit interpretation.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Short-term disability insurance

• Long-term disability insurance

• Group term life insurance

• Additional optional voluntary benefits

• Employee wellness rewards program

• Gift cards and more for engaging in wellness activities

• Smoke-free campuses