What are the responsibilities and job description for the Care Concierge position at Lovelace Shared Services?
Overview:
Fulfilling your purpose begins here:
Join our team as a day shift, full-time, Central Scheduling Care Concierge in Albuquerque, NM.
Fulfilling your purpose begins here:
People First, Always. Here’s how we take care of our people:
- Medical, vision, dental health insurance, health savings account / flexible spending, competitive pay, paid time off, 401k retirement plan with company match, employee assistance program and more.
Your team is bigger than your department:
- Lovelace Health System includes six hospitals, 51 health care clinics and seven outpatient therapy clinics, with 619 inpatient beds and employs a team of more than 3,400, including more than 263 health care providers.
- We believe healthcare is a team sport and every player has something to contribute. We show compassion, celebrate differences and treat one another with respect.
- Accurately schedules and pre-registers all patients for the region into six different computer programs for procedures and exams.
- Handles customer account transactions, provides customer assistance, and performs and/or oversees cashiering operations.
- Provide World-Class customer service through positive interaction and continuously elevate customer/patient satisfaction and experience
- Identify and resolve customer needs to achieve First Call Resolution (FCR)
- Meet/exceed established industry standard service goals and key performance indicators (KPIs)
- Agent (KPIs) - Average Handle Time (AHT), Not Ready (ACW), Commitment to Schedule, Quality Assurance, CollectionsTeam (Service Goals) - Service Levels, Abandonment Rates, Average Speed of Answer (ASA)
- Demonstrates high levels of flexibility and adaptability
- Able to answer an average of 78 – 90 calls/day
Job Requirements
- High School Diploma or GED equivalent
Preferred Job Requirements
- One (1) year of experience working in a healthcare field/role or call center environment
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