PACT Representative I

Our client operates within the healthcare sector, focusing on patient access and care coordination. They address challenges related to patient scheduling, insurance verification, and communication between patients and healthcare providers. Through coordinated call center services across multiple states, the organization works to create a seamless patient experience and improve access to care.

About the Role

The PACT Representative I manages patient interactions by scheduling appointments, verifying insurance information, and providing responsive customer service. This role serves as an important connection between patients, healthcare providers, and practice sites, helping resolve inquiries and ensure efficient access to care. The position contributes directly to patient satisfaction and smooth patient access operations.

Responsibilities

• Support the patient experience by connecting the patient access call team with practice sites using facility and provider information.
• Assist inbound callers and make outbound calls as needed.
• Recognize complex issues and escalate them to the appropriate team or resource.
• Perform basic technical troubleshooting for online applications and systems.
• Schedule, reschedule, and cancel patient appointments.
• Obtain and verify patient demographic and insurance information.
• Complete required forms and update medical records with accurate patient information.
• Identify emergent calls and transfer them to a Registered Nurse for triage.
• Route patients appropriately for triage, medication refills, and provider communication.
• Deliver customer service in accordance with departmental standards and escalate complex situations appropriately.
• Support organizational marketing efforts by providing information and maintaining accurate records.
• Maintain proficiency with departmental information systems.
• Perform additional duties as assigned.

Requirements

• High school diploma or equivalent.
• 0–1 year of experience in a call center, healthcare, or customer service environment.
• Knowledge of customer service principles and the ability to manage diverse patient situations.
• Basic computer skills and familiarity with desktop software.
• Ability to operate multiple-line telephone systems.
• Strong verbal communication and active listening skills.
• Basic multitasking, problem-solving, organizational, and prioritization abilities.
• Ability to work effectively in a fast-paced environment and adapt to varying work hours.
• Basic knowledge of medical terminology is helpful but not required.

Pay

Pay range: $21.85–$32.80 per hour, based on qualifications, skills, experience, and training.