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 appointment scheduling, referrals, messaging, patient triage, and upkeep of patient demographics.

• Manage incoming calls routed through skill-based technology.

• Execute outbound calls as necessary.

• Resolve inquiries on the first interaction while adhering to quality standards and performance metrics.

• Foster and sustain positive relationships with customers and partners.

• Serve as a patient advocate among practitioners, employer groups, and brokers.

• Assist in process enhancements by documenting workflows and procedures.

• Identify trends in call inquiries and complaints.

• Perform root cause analysis on resubmitted and adjusted claims.

• Investigate inquiries and special projects, providing accurate benefit interpretations and resolutions.

• Log calls, correspondence, emails, faxes, and in-person encounters in the appropriate databases.

• Aid in organizing customer or partner meetings for training, contracting, and reporting purposes.

• Engage in internal teams, process improvement initiatives, and related projects.

• Carry out additional responsibilities as needed.

⛳️ Requirements

• High school diploma or GED.

• Minimum of 1 year of office or business experience.

• Call center experience is preferred.

• Open to Metro Albuquerque residents only.

• Remote work opportunity available.

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

• Proficient in Microsoft Word, Excel, or similar database applications.

• Ability to analyze documentation and deliver accurate and consistent information along with benefit interpretations.

• Capacity to meet quality and quantity standards and performance metrics.

🏝️ Benefits

• 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 additional incentives for participating in wellness activities.