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 linking between PACT and the practice site, utilizing resources and critical thinking skills to assist inbound callers. Responsibilities also include scheduling appointments, verifying insurance coverage, and conducting regular reporting.

Responsibilities

• Linking PACT and practice site using facility/provider information and established policies.
• Absorb and respond to inbound calls, making outbound calls as necessary.
• Identify and escalate complex problems and questions for resolution.
• Perform basic technical troubleshooting for online applications, systems, or access.
• Schedule patient appointments, coordinate cancellations, reschedules, and additions to schedules.
• Obtain and verify demographic and insurance information, ensuring completeness and accuracy.
• Update the medical record with patient information.
• Identify and route emergent calls based on department procedures.
• Provide customer service according to departmental standards, measuring satisfaction through post-call surveys.
• Ask clarifying questions, present options or solutions, and escalate only necessary situations for resolution.
• Support organizational marketing efforts by providing associated information and referrals.
• 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 experience in a call center, healthcare or other applicable customer service-related area. No formal education required, but high school graduate preferred. Basic understanding of computers and desktop software packages is helpful. Must have functional vision, touch, speech, and hearing. Must be able to sit most of the workday and operate all equipment necessary to perform the job. 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.

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. 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. Physical requirements include sitting most of the workday and operating all equipment necessary to perform the job. Exposed to normal office environment and/or remote work environments.

Skills

• Customer service
• Medical terminology (basic)
• Computers and desktop software packages
• Fast-paced environment
• Analysis and logical thinking
• Verbal communication
• Problem-solving skills
• Organization and prioritization
• Multiple-line telephone system
• Emergency situation handling
• Customer needs determination
• Excellent customer service
• Research and documentation
• Customer issue resolution
• Work flexibility

Benefits

Comprehensive suite of Total Rewards including competitive compensation, generous retirement offerings, career development programs, and more. Eligible for paid time off, health and welfare benefits, family benefits, educational assistance, and defined contribution retirement plans with employer match. Opportunity for annual increases based on performance. Must reside in designated areas to qualify for certain benefits.

Pay

$21.85 - $32.80 per hour, based on qualifications, skills, relevant experience, and/or training.

Schedule

Monday-Friday, 8 a.m. - 5 p.m. or 9 a.m. - 6 p.m. EST.