PACT Representative I

Full-time position, benefits eligible, 40 hours per week.

Schedule

Monday through Friday, 8 am–5 pm.

Pay

Pay range: $21.85 – $32.80 per hour.

Responsibilities

• Uses facility/provider information and established policies and procedures to seamlessly link the patient experience between PACT and the practice site.
• Uses resources and critical thinking skills to assist inbound callers; makes outbound calls when required or when follow-up is deemed necessary.
• Recognizes complex problems and questions and escalates for resolution when needed.
• Performs basic technical troubleshooting related to online applications, systems, or access to resolve issues.
• Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules.
• Obtains demographic and insurance information, verifies insurance coverage, and ensures information is complete and accurate; updates information as necessary, applying knowledge of government and third-party payer requirements.
• Completes all essential forms and obtains necessary information, such as patient demographic and insurance details; verifies and updates the medical record.
• Identifies emergent calls based on information provided by the caller and department procedures; follows the process for immediate transfer to a Registered Nurse for triaging.
• Responsible for competency in and adherence to guidelines for emergency situations and critical call handling.
• Determines the needs of patients calling the call center, routing patients for triage, scheduling, rescheduling, canceling appointments, submitting medication refill requests for evaluation, and paging providers and facilities as appropriate.
• Provides customer service per established departmental standards as measured by patients on post-call surveys; asks clarifying questions, presents options or solutions, and escalates only those situations necessary for resolution.
• Assists with organizational marketing efforts by providing associated information and referral to customers while maintaining appropriate records for documentation; conducts regular reporting and updating of provider and marketing databases.
• Performs additional duties based on department needs.
• Maintains knowledge and efficient utilization of all information systems utilized by the department.
• Acts as the first point of contact for customers reaching out to Advocate Health through established Patient Access & Care Team (PACT) services for both internal and external partnerships.
• Supports base PACT initiatives and services, accurately documenting each interaction using the electronic medical record.
• Provides wayfinding and/or resolves customer inquiries, including but not limited to: providing general information, paging providers, front-ending symptomatic patient calls for nurse triage, updating customer information/demographics, verifying medical records, entering medication refill requests, and scheduling patient appointments.

Requirements

• High school diploma or equivalent required.
• Typically requires 0–1 year of experience in a call center, healthcare, or other applicable customer service-related area.

Skills

• 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, problem-solving, 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.

Physical Requirements and Working Conditions

• Must have functional vision, touch, speech, and hearing.
• Required to sit most of the workday.
• Operates all equipment necessary to perform the job.
• Exposed to normal office environment and/or remote work environments.

Benefits

• Comprehensive suite of Total Rewards, including competitive compensation and generous retirement offerings.
• Base compensation within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training.
• Premium pay such as shift differential, on-call pay, and more based on the teammate's job.
• Incentive pay for select positions.
• Opportunity for annual increases based on performance.
• Paid Time Off programs.
• Health and welfare benefits, including medical, dental, vision, life, and short- and long-term disability.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Family benefits such as adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.).

About the Organization

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. Providing 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. Headquartered in Charlotte, North Carolina, Advocate Health serves nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. 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.