Contact Center Representative/Hospital Operator

Presbyterian is seeking a talented Contact Center Representative/Hospital Operator.

Our Contact Center Representative operates a 24/7 communication hub, managing routine to emergency requests and routing them promptly. They respond to critical patient care codes, handle nurse call system inquiries, monitor alarm panels, dispatch safety personnel, and manage switchboard calls. The role involves close collaboration with clinical and non-clinical teams, serving as a liaison across departments while delivering exceptional customer service.

This is a Full Time (1.0) position - Exempt: No
• Job is based Presbyterian Hospital
• Work hours: Varied Days and Hours/Weekends

Ideal candidates are calm under pressure, skilled in multitasking, and committed to providing compassionate, efficient support in a fast-paced healthcare environment.

• High school diploma and 1-3 years office experience; call center and customer service skills preferred.

• Experience in claims processing and managed care; enrollment knowledge is a plus.

• Strong verbal and written communication, business writing, and presentation skills.

• Proficient in Excel, Access, CRM, Facets, and other enterprise systems.

• Knowledge of reimbursement methods (DRG, Per Diem, Capitation) and basic medical terminology.

• Team-oriented, organized, able to multitask under pressure, and type 30 wpm with 90% accuracy.

• Respond to routine and emergency calls, triage requests, and route information accurately.

• Communicate customer needs to clinical staff and enter data into relevant systems.

• Monitor CDS alarm systems and follow emergency procedures using dispatch software.

• Handle skill-based routed calls, meeting quality and performance standards.

• Deliver exceptional customer service and promote satisfaction across all interactions.

• Prioritize and escalate urgent requests, especially in critical care or safety situations.

• Collaborate with cross-functional teams to resolve complex issues.

• De-escalate challenging interactions and address complaints professionally.

• Maintain clear communication with departments and vendors for issue resolution.

• Perform additional duties as assigned to support contact center operations.

About Presbyterian Healthcare Services

Presbyterian offers a comprehensive benefits package to eligible employees, including medical, dental, vision, disability coverage, life insurance, and optional voluntary benefits.

The Employee Wellness Rewards Program encourages staff to engage in health-enhancing activities-like challenges, webinars, and screenings-with opportunities to earn gift cards and other incentives.

As a mission-driven organization, Presbyterian is deeply committed to improving community health across New Mexico through initiatives like growers' markets and local partnerships.

Founded in 1908, Presbyterian is a locally owned, not-for-profit healthcare system with nine hospitals, a statewide health plan, and a growing multi-specialty medical group. With nearly 14,000 employees, it is the largest private employer in the state, serving over 580,000 health plan members through Medicare Advantage, Medicaid, and Commercial plans.

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