PACT Representative I

Full-time position, benefits eligible, 40 hours per week. Schedule: Monday–Friday, 8:00 AM–5:00 PM EST.

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 necessary.
• Recognizes complex problems and questions and escalates 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 and verifies insurance coverage; ensures information is complete and accurate, updating as necessary.
• Completes all essential forms and updates the medical record with patient information.
• Identifies emergent calls based on caller information and department procedures; follows 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, and paging providers as appropriate.
• Provides customer service per established departmental standards, asking clarifying questions and presenting options or solutions.
• Assists with organizational marketing efforts by providing information and referral to customers while maintaining appropriate records.
• 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 PACT services, supporting base initiatives and accurately documenting interactions using 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 diploma or equivalent required.
• Typically requires 0–1 year of experience in a call center, healthcare, or other applicable customer service-related area.
• 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 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 attention to detail.
• Strong verbal communication skills and ability to interact with a diverse customer population.
• Ability to provide excellent customer service, actively listen, and successfully determine customer needs.
• Ability to resolve customer issues and communicate while researching and documenting interactions on multiple systems.
• Ability to work a variety of hours based on departmental business needs.
• 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

• Customer service in healthcare or call center environments.
• Basic technical troubleshooting for online applications and systems.
• Scheduling and coordination of patient appointments.
• Insurance verification and demographic data collection.
• Use of electronic medical records and multiple information systems.
• Critical thinking and problem escalation.
• Emergency call handling and triage processes.
• Active listening and clear verbal communication.
• Multitasking and prioritization in a fast-paced environment.

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.

Pay

Pay range: $21.85 – $32.80 per hour.

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.
• Opportunity for annual increases based on performance.
• Paid Time Off programs.
• Health and welfare benefits, including medical, dental, vision, life, short-term, 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 FTE or status (e.g., full-time, part-time, per diem, temporary).