PACT Representative I
About the role
This position serves as a key member of the Patient Access & Care Team (PACT) and supports the internal and external partnerships of Advocate Health. The role involves providing wayfinding and resolving customer inquiries, ensuring accurate documentation in the electronic medical record, and assisting with various patient interactions.
Responsibilities
- Uses facility/provider information and established policies and procedures to seamlessly link the patient experience between PACT and the practice site.
- Aids inbound callers by utilizing resources and critical thinking skills.
- Escalates complex problems and questions for resolution when needed.
- Performs basic technical troubleshooting for online applications, systems, or access as requested.
- Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules.
- Obtains and verifies insurance information, ensuring completeness and accuracy.
- Verifies and updates the medical record with patient information.
- Identifies emergent calls based on information provided by caller and department procedures.
- Routes patients for triage, scheduling, rescheduling, and canceling appointments, submits medication refill requests, and pages providers and facilities as appropriate.
- Provides excellent customer service and follows up on customer interactions.
- Conducts regular reporting and updating of the provider and marketing databases.
- Assists with organizational marketing efforts by providing associated information and referral to customers.
- Performs additional duties based on department needs.
- Maintains knowledge and efficient utilization of all information systems utilized by the department.
Requirements
Typically requires 0 -1 year experience in a call center, healthcare or other applicable customer service-related area. No formal education required, but knowledge of medical terminology is helpful but not required. Basic understanding of computers and desktop software packages is necessary. Must have functional vision, touch, speech, and hearing. Must be able to sit most of the workday and operate all equipment necessary to perform the job. Must be exposed to a normal office environment and/or remote work environments.
Qualifications
Licenses, registrations, and certifications are not required. Education required: High School Graduate. Knowledge, skills, and abilities required: Knowledge of customer service and ability to work with a variety of patients and patient situations. Ability to follow workflows while operating in a structured environment. Basic knowledge of medical terminology is helpful but not required. Basic understanding of computers and desktop software packages. Ability to work in a fast-paced environment, handling a variety of customer/patient needs. Basic multitasking and problem-solving skills, as well as organization and prioritization skills. Ability to use/manage a multiple-line telephone system. Demonstrated ability for analysis, logical thinking, accuracy and concern for detail. Strong verbal communication skills and ability to interact with a diverse customer population. Ability to provide excellent customer service and follow up. Ability to communicate with customers/patients while researching and documenting the interaction on multiple systems. Ability to work with a variety of customers and actively listen to successfully determine the customer's needs. Ability to resolve customer issues. Ability to work a variety of hours based on departmental business needs.
Skills
- Customer service
- Medical terminology (basic)
- Basic computer skills
- Fast-paced environment
- Problem-solving
- Organization and prioritization
- Multiple-line telephone system
- Analysis and logical thinking
- Communication
- Customer interaction documentation
- Customer needs determination
- Customer issue resolution
- Time management
Benefits
The role offers a comprehensive suite of Total Rewards including competitive compensation, generous retirement offerings, career development programs, and more. Eligibility for benefits depends on FTE or status (e.g., full-time, part-time, per diem, temporary, etc.). For more information, please ask a Recruiter during an interview.
Pay
$21.85 - $32.80 per hour, based on factors such as qualifications, skills, relevant experience, and/or training.
Schedule
Monday - Friday; Hours 8:00 am - 5:00 pm EST.
About Advocate Health
Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. It provides care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin. Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience, and value-based care. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics, and rehabilitation, as well as organ transplants, burn treatments, and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.