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CONTACT CENTER REPRESENTATIVE-PRN-OVERNIGHT SHIFT

Company: Presbyterian Healthcare Services
Location: Albuquerque
Posted on: January 13, 2022

Job Description:

Job Description Type of Opportunity: Per Required Need FTE: 0.001000 Exempt: No Work Schedule: NightsSummary: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 interactionResponsibilities:As applicable to all Contact Centers throughout PHS EnterpriseNote: 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. *Developing creative solutions when staffing level issues or situations with difficult patients arise. Troubleshoot technical problems in coordination with team members. Identify patterns in call requests and report to supervisor. Create new processes as necessary. *Train clinical personnel and act as subject matter expert for Nurse Call system. Transfer knowledge effectively, presenting a positive attitude and articulating benefits of system. Support nursing personnel with ongoing system requirements and maintenance.*Meet quality standards and performance measurements related to incoming calls and asset management system. Contribute to achievement of positive department and organizational performance results with a focus on customer service using organization and time management skills. *Participate as an effective and active team member both individually and in a team environment. Contribute in a value-added manner to Call Center initiatives and special projects as requested. Conduct research on project issues and participate in obtaining project objectives.*Perform other functions as required.Requirements: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.Benefits Benefits are effective day-one (for .45 FTE and above) and include:

  • Competitive salaries
  • Full medical, dental and vision insurance
  • Flexible spending accounts (FSAs)
  • Free wellness programs
  • Paid time off (PTO)
  • Retirement plans, including matching employer contributions
  • Continuing education and career development opportunities
  • Life insurance and short/long term disability programsAbout Us Presbyterian Healthcare Services is a locally owned, not-for-profit healthcare system ofnine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, it is the state's largest private employer with approximately 11,000 employees.Presbyterian's story is really the story of the remarkable people who have chosen to work here. Starting with Reverend Cooper who began our journey in 1908, the hard work of thousands of physicians, employees, board members, and other volunteers brought Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system, serving more than 700,000 New Mexicans. We are part of New Mexico's history - and committed to its future. That is why we will continue to work just as hard and care just as deeply to serve New Mexico for years to come. About New Mexico New Mexico's unique blend of Spanish, Mexican and Native American influences contribute to a culturally rich lifestyle. Add in Albuquerque's International Balloon Fiesta, Los Alamos' nuclear scientists, Roswell's visitors from outer space, and Santa Fe's artists, and you get an eclectic mix of people, places and experiences that make this state great. Cities in New Mexico are continually ranked among the nation's best places to work and live by Forbes magazine, Kiplinger's Personal Finance, and other corporate and government relocation managers like Worldwide ERC. New Mexico offers endless recreational opportunities to explore, and enjoy an active lifestyle. Venture off the beaten path, challenge your body in the elements, or open yourself up to the expansive sky. From hiking, golfing and biking to skiing, snowboarding and boating, it's all available among our beautiful wonders of the west. AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.

Keywords: Presbyterian Healthcare Services, Albuquerque , CONTACT CENTER REPRESENTATIVE-PRN-OVERNIGHT SHIFT, Other , Albuquerque, New Mexico

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