PACT Representative I

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

Schedule

Monday through Friday, 8:00 am to 5:00 pm EST.

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, escalating for resolution when needed.
• Performs basic technical troubleshooting for 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 medical records with patient information, applying knowledge of government and third-party payer requirements.
• Completes essential forms and obtains necessary information such as patient demographics and insurance details.
• Identifies emergent calls based on caller information and department procedures, transferring to a Registered Nurse for triaging as needed.
• Follows guidelines for emergency situations and critical call handling.
• Determines patient needs and routes calls for triage, scheduling, rescheduling, canceling appointments, submitting medication refill requests, and paging providers.
• Provides customer service per departmental standards, measured by post-call surveys.
• Asks clarifying questions, presents options or solutions, and escalates complex situations as necessary.
• Assists with organizational marketing efforts by providing information and referrals to customers while maintaining appropriate records.
• Conducts regular reporting and updates provider and marketing databases.
• Performs additional duties based on department needs.
• Maintains knowledge and efficient utilization of all information systems used by the department.
• Acts as the first point of contact for customers reaching out to Advocate Health through PACT services, supporting base initiatives and accurately documenting interactions in the electronic medical record.
• Provides wayfinding and resolves customer inquiries, including general information, paging providers, front-ending symptomatic patient calls for nurse triage, updating customer information, verifying medical records, entering medication refill requests, and scheduling appointments.

Requirements

• High School Graduate or equivalent.
• Typically requires 0-1 year of experience in a call center, healthcare, or other applicable customer service-related area.
• 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, or WY.

Skills

• Knowledge of customer service and ability to work with a variety of patients and 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.
• 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 attention to 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 while researching and documenting interactions on multiple systems.
• Ability to work with a variety of customers, actively listen, and determine customer needs.
• Ability to resolve customer issues.
• Ability to work varied 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 qualifications, skills, relevant experience, and/or training.
• Premium pay such as shift differential, on-call pay, and more based on the role.
• Incentive pay for select positions.
• Annual increases based on performance.
• Paid Time Off programs.
• Health and welfare benefits, including medical, dental, vision, life, short-term, and long-term disability insurance.
• 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 may depend on FTE or status (e.g., full-time, part-time, per diem, temporary).