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Contact Center

Cynthia Reynoso-Lopez

Contact Center Supervisor I

PMS Engagement Center

“It has been a pleasure to contribute to the growth and development of an organization that is dedicated to serving under-served communities. Within this dynamic environment, our primary focus has been on ensuring accessibility, promoting education, and enhancing healthcare services for those who need it most. It is truly rewarding to witness the positive impact our efforts are making in improving the overall well-being and quality of life for individuals within these communities. Being part of such a meaningful cause has been both fulfilling and inspiring, driving me to continue our mission.”

Michael Gabaldon

Contact Center Agent

PMS Engagement Center

“I love working at PMS because I am able to make a difference in people’s lives. I enjoy finding solutions for our patients and clients, all while displaying excellent customer service. The best part of my day is knowing that I was able to make a positive impact on someone’s life by simply utilizing the services and resources we have at our health centers.”

Marcie Burns, LCSW

Behavioral Health Crisis Counselor – Contact Center

PMS Engagement Center

“I receive calls from New Mexicans undergoing a behavioral health or psychiatric crisis. I enjoy helping people by listening, providing support, and providing evaluation or crisis intervention. I love PMS for its dedication to community behavioral health and other services and for its support to the people of New Mexico.”

Fabiola Ramirez-Rocha

Contact Center Supervisor II

PMS Engagement Center

“It has been rewarding to be part of an organization focused on empowering underserved communities while contributing to their growth and impact.”

Rosie Sanchez, RN, BSN

Registered Nurse

PMS Engagement Center – Contact Center

“What I love most about my job are the patients I get to interact with each day, knowing I can help them with questions or a sooner appointment makes my day! I love the dynamic team of people I work with at the Contact Center. This is a very positive work environment, bringing out the best in each of us, to help find the best possible outcomes as we serve our New Mexico patients. I truly feel privileged to work here.”

Mauri Hall

Contact Center Agent II

“I enjoy helping people whether it is for a medication refill, an appointment change, a crisis of mind or heart, or just to figure out when their next appointment is because they forgot. I get to interact with people everyday who have needs that we can offer resources to help.”

Overview of Positions

Presbyterian Medical Services’ Contact Center provides a direct link to PMS customers. Contact center staff perform their tasks in a customer-friendly manner and act as the face of PMS to our external customers with a professional demeanor and strong communications skills. Staff may be eligible for remote or hybrid remote work after successfully completing a 90-day in-person probationary period at the PMS Engagement Center in Albuquerque, NM. Remote staff must reside in a company-approved state. These positions support all PMS health centers across the State of New Mexico.

The entry level position is Contact Center Agent I. All other positions require internal experience.

Detailed job requirements can be found on individual job vacancy announcements.

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