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 also include scheduling appointments, verifying insurance information, and conducting regular reporting.

Responsibilities

• Link patient experience between PACT and practice sites
• Assist inbound callers using established policies and procedures
• Make outbound calls when necessary or required
• Escalate complex problems and questions for resolution
• Perform basic technical troubleshooting for online applications, systems, or access
• Schedule patient appointments and coordinate cancellations, reschedules, and additions to schedules
• Obtain and verify demographic and insurance information
• Update medical records with patient information
• Identify and route emergent calls based on department procedures
• Provide customer service following established departmental standards
• Conduct regular reporting and update provider and marketing databases
• Perform additional duties as assigned
• Maintain knowledge and efficient utilization of all information systems used 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 or certification is required, but knowledge of medical terminology is helpful. Basic computer skills and multitasking abilities are essential.

Qualifications

• High school graduate
• 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 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

Skills & Abilities

• 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
• 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

Advocate Health offers a comprehensive suite of Total Rewards, including competitive compensation, generous retirement offerings, career development programs, and more. Eligibility for benefits may depend on your FTE or status. For more information, please ask a Recruiter during an interview.