Department: Patient Financial Services
Status: Full-Time | 1.0 FTE (40 hours/week)
FLSA Status: Non-Exempt
Reports To: Lead: Customer Service
Location: Pagosa Springs Medical Center – Pagosa Springs, Colorado
Work Arrangement: On-Site Required
Be a vital connection between our patients, providers, and healthcare teams by delivering exceptional customer service while ensuring calls, referrals, orders, and important patient information reach the right place.
Pagosa Springs Medical Center (PSMC) is seeking a customer-focused and highly organized Call Receptionist to join our Patient Financial Services team. This is a full-time, on-site position at Pagosa Springs Medical Center.
The Call Receptionist serves as an important point of contact for patients, families, providers, employees, and members of the community. This position operates PSMC's telephone systems to connect and transfer calls, provide information, assist callers, and route communications to the appropriate departments and individuals.
In addition to telephone responsibilities, this position plays an important role in managing incoming electronic faxes for appointments, referrals, authorizations, and orders across multiple departments. The Call Receptionist reviews incoming information for completeness and accuracy and follows up with outside providers when additional information is needed. Strong communication, organization, computer skills, and attention to detail are essential for success in this role.
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Serve as an important first point of contact for patients and members of our community
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Help patients connect with the departments, providers, and resources they need
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Work collaboratively with teams throughout the medical center
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Develop valuable experience with healthcare communications, referrals, orders, and electronic health records
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Enjoy a diverse role that combines customer service, organization, and healthcare support
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Join a collaborative rural healthcare organization where your work makes a meaningful difference
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Answer incoming calls using a multi-line telephone system in a courteous and professional manner
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Connect, hold, and transfer calls to the appropriate person, department, or extension
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Provide information and assistance to callers
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Refer callers to appropriate contacts within PSMC or outside the organization
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Minimize caller hold times whenever possible
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Log incoming messages in the electronic health record or communicate messages by email as appropriate
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Retrieve automated call and after-hours call service logs
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Maintain telephone information databases
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Assist patients with medical records requests and release forms
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Handle sensitive and confidential information appropriately
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Organize incoming electronic faxes for appointments, referrals, authorizations, and order requests
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Route information appropriately for:
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Clinic
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Diagnostic Imaging
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Health Information Management (HIM)
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Laboratory
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Oncology
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Specialty Clinic
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Surgery Scheduling
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Review incoming electronic faxes for required information, including:
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CPT codes
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Diagnosis
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Insurance information
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Patient demographics
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Prior authorization
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Provider information and signature
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Return incomplete electronic faxes to outside providers and request missing or updated information
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Follow up as necessary to obtain complete and accurate orders and documentation
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Assist with confirmation and cancellation of scheduled appointments
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Provide clear and accurate information to patients and callers
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Direct patients to appropriate resources and departments
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Assist with patient records requests and release forms
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Maintain confidentiality of patient and organizational information
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Manage multiple tasks and priorities in a fast-paced environment with frequent interruptions
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Prioritize work to ensure the most important and time-sensitive tasks are completed first
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Maintain productivity at established departmental standards
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Attend required staff meetings and training
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Develop proficiency in Cerner, Microsoft Word, Outlook, Teams, and other required systems
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Maintain accurate and organized electronic information
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Complete assigned work in a timely and thorough manner
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Communicate effectively with patients, providers, employees, leadership, and members of the public
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Work collaboratively with departments throughout PSMC
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Demonstrate sound judgment and critical thinking when resolving problems
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Adapt appropriately when priorities or information change
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Remain calm and professional in high-stress or escalating situations
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Work independently while recognizing when additional resources or assistance are needed
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High school diploma or equivalent required
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Minimum of one (1) year of customer service experience required
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Previous healthcare, medical office, call center, scheduling, or patient access experience preferred
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Current AHA BLS (Heart Saver) certification required
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Basic computer knowledge and proficient typing skills required
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Proficiency with Microsoft Office and Teams
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Strong attention to detail and commitment to accuracy
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Excellent verbal communication and listening skills
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Ability to communicate clearly and professionally by telephone
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Strong organizational and time-management skills
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Ability to manage multiple priorities and frequent interruptions
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Ability to work independently and demonstrate initiative
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Ability to remain calm and professional in challenging situations
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Knowledge of medical terminology desired but not required
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Cerner experience preferred
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Additional language skills desired but not required
PSMC cross-trains positions to support departmental and organizational needs. The Call Receptionist will cross-train to effectively perform Specialist: Patient Access responsibilities.
The ideal candidate:
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Genuinely enjoys helping people and providing exceptional customer service
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Creates a professional and welcoming experience for every caller
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Communicates clearly, patiently, and respectfully
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Is highly organized and attentive to detail
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Understands the importance of accuracy when handling patient information, referrals, and orders
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Can manage multiple priorities while maintaining excellent follow-through
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Is comfortable learning new healthcare and computer systems
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Remains calm and professional in a busy environment
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Works well independently and as part of a collaborative team
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Embodies PSMC's WISER values of Wholeness, Integrity, Stewardship, Excellence, and Respect
- Base Compensation Range: $18.00 - $22.38 hourly, based on years of relevant experience. "Relevant experience" means relevant to the employee's responsibilities set forth in the job description as determined by the HR Manager, CAO, applicable department manager/director and applicable senior leader.
- Benefits: Benefits include generous paid time off, separate sick leave, health, dental, vision, life and AD&D insurance, long-term disability and option for short-term disability, and retirement plan with employer contribution.
- Job Type: Full-time
- Shift Type: Weekdays, Monday - Friday
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Anticipated End Date for Posting: September 14, 2026. The deadline may close sooner due to an unanticipated business necessity, such as an incumbent vacating the role earlier than anticipated. You are encouraged to apply well in advance of the deadline.
Pagosa Springs Medical Center is an Equal Opportunity Employer. All qualified applicants will be considered for employment, and we will not discriminate against any person on the basis of race, color, national origin, disability, age, sex, religion, creed, ancestry, sexual orientation, marital status, or any other characteristic protected by law. Offers of employment are contingent upon successful completion of a pre-employment health and drug screen and background check.
Pagosa Springs Medical Center is a Critical Access Hospital serving Pagosa Springs and Archuleta County in southwest Colorado. Our team is committed to providing exceptional healthcare close to home while creating a compassionate, respectful, and welcoming experience for every patient and family we serve.
Located in the beautiful San Juan Mountains, Pagosa Springs offers an exceptional quality of life with world-class hiking, skiing, fishing, mountain biking, rafting, hunting, and the world's deepest geothermal hot springs. At PSMC, you'll join a collaborative team guided by our WISER values: Wholeness, Integrity, Stewardship, Excellence, and Respect, where every team member plays an important role in improving the health of our community.
If you're a customer-focused professional who enjoys helping people, communicating with others, staying organized, and ensuring important details don't fall through the cracks, we'd love to hear from you. Join Pagosa Springs Medical Center as our next Call Receptionist and help connect our patients and community with the care and resources they need.
