PACT Representative I

About the role

This position serves as a key member of the Patient Access & Care Team (PACT) within the NC/GA Operations Department. The role involves seamless integration between PACT and practice sites, utilizing resources and critical thinking skills to assist inbound and outbound callers.

Responsibilities

• Link patient experiences between PACT and practice sites using facility/provider information and established policies.
• Assist inbound callers by using resources and critical thinking skills.
• Make outbound calls when required or when follow-up is necessary.
• Recognize and escalate complex problems and questions for resolution.
• Perform basic technical troubleshooting related to online applications, systems, or access.
• Schedule patient appointments and coordinate cancellations, reschedules, and additions to schedules.
• Obtain and verify insurance information and ensure its completeness and accuracy.
• Complete essential forms and obtain necessary information, such as patient demographic and insurance details.
• Update the medical record with patient information.
• Identify and route emergent calls based on information provided and department procedures.
• Follow processes for immediate transfer to a Registered Nurse for triaging.
• Route patients for triage, scheduling, rescheduling, and canceling appointments, submit medication refill requests, and page providers and facilities as necessary.
• Provide excellent customer service, measure by post-call surveys, and escalate issues as necessary.
• Conduct regular reporting and update provider and marketing databases.
• Perform additional duties as assigned.
• Maintain knowledge and efficient utilization of all information systems utilized by the department.

Requirements

Typically requires 0 - 1 year of experience in a call center, healthcare, or other applicable customer service-related area. No formal education is required, but a high school diploma is preferred. Basic computer skills and knowledge of medical terminology are helpful but not required. Demonstrated ability for analysis, logical thinking, accuracy, and concern for detail are essential. Strong verbal communication skills and the ability to interact with a diverse customer population are also required.

Qualifications

Licenses, registrations, and certifications are not required. Knowledge of customer service and ability to work with a variety of patients and patient situations are essential. Basic multitasking and problem-solving skills, as well as organization and prioritization skills, are required. Ability to use/manage a multiple-line telephone system and demonstrate strong verbal communication skills are necessary. Must be able to sit most of the workday and operate all necessary equipment. Must reside in AL, AK, AR, AZ, DE, FL, GA, IA, ID, IN, IL, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY.

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 (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.
• 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 resolve customer issues.
• Ability to work a variety of hours based on departmental business needs.

Benefits

Benefits and more include:

• Paid Time Off programs
• Health and welfare benefits such as 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
• Advocate Health offers a comprehensive suite of Total Rewards, including educational assistance programs.

Physical Requirements and Working Conditions

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

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. The health system provides care under various names and engages in numerous clinical trials and research studies. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics, and rehabilitation, among other specialties. Advocate Health employs over 155,000 teammates across 69 hospitals and over 1,000 care locations, offering 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. The health system 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.