PACT Representative I

About the role

This position serves as a vital link between the Patient Access & Care Team (PACT) and the practice site, utilizing resources and critical thinking skills to assist inbound callers and make outbound calls when necessary.

Responsibilities

• Uses facility/provider information and established policies and procedures to seamlessly link the patient experience between PACT and the practice site.
• Aids in scheduling patient appointments and coordinating cancellations, reschedules, and additions to schedules.
• Obtains demographic and insurance information and verifies insurance coverage, ensuring completeness and accuracy.
• Completes all essential forms, obtains necessary information, and updates the medical record with patient information.
• Identifies emergent calls based on information provided by caller and department procedures, following the process for immediate transfer to a Registered Nurse for triaging.
• Routes patients for triage, scheduling, rescheduling, and canceling appointments, submits medication refill requests for evaluation, and pages providers and facilities as appropriate.
• Provides customer service per established departmental standards as measured by patients on post-call surveys.
• 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 the provider and marketing databases.
• Performs additional duties based on department needs.
• Maintains knowledge and efficient utilization of all information systems utilized by the department.

Requirements

Typically requires 0 -1 year experience in a call center, healthcare or other applicable customer service-related area. No formal education or certification is required.

Qualifications

• 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 and problem-solving skills, as well as 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 resolve customer issues.
• Ability to work a variety of hours based on departmental business needs.

Skills

• Customer service and ability to work with a variety of patients and patient situations.
• Follow workflows while operating in a structured environment.
• Basic knowledge of medical terminology.
• Basic understanding of computers and desktop software packages.
• Fast-paced environment, handling a variety of customer/patient needs.
• Basic multitasking and problem-solving skills, as well as organization and prioritization skills.
• Use/manage a multiple-line telephone system.
• Analytical, logical thinking, accuracy, and concern for detail.
• Strong verbal communication skills and ability to interact with a diverse customer population.
• Excellent customer service and follow up.
• Communication with customers/patients while researching and documenting the interaction on multiple systems.
• Resolution of 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, programs that invest in your career development, and much more. This includes:

• Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training.
• Premium pay such as shift, on call, and more based on a teammate's job.
• Incentive pay for select positions.
• Opportunity for annual increases based on performance.
• 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.
• Education Assistance Program.