PACT Representative I/Navicent

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 experiences between PACT and practice sites using facility/provider information and established policies.
• Assist inbound callers and make outbound calls when necessary.
• Escalate complex problems and questions for resolution.
• Perform basic technical troubleshooting and update patient information.
• Schedule patient appointments, coordinate cancellations, reschedules, and additions to schedules.
• Obtain and verify insurance and patient information, ensuring completeness and accuracy.
• Complete essential forms and update medical records.
• Identify and route emergent calls for triage.
• Provide customer service according to departmental standards.
• Communicate effectively with customers, asking clarifying questions and presenting options or solutions.
• Conduct regular reporting and maintain accurate records.
• Perform additional duties as assigned.
• Maintain knowledge of and efficiently utilize 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 is required, but a high school diploma is preferred. Basic computer skills and the ability to work in a fast-paced environment are essential.

Qualifications

Knowledge of customer service and ability to work with a variety of patients and patient situations. Basic knowledge of medical terminology is helpful but not required. Strong verbal communication skills and the ability to interact with a diverse customer population are crucial. Demonstrated ability for analysis, logical thinking, accuracy, and concern for detail. Ability to work in a structured environment and multitask effectively.

Skills

• Customer service skills
• Medical terminology knowledge (optional)
• Computer skills
• Fast-paced environment adaptability
• Analysis and logical thinking
• Accuracy and attention to detail
• Strong verbal communication skills
• Ability to interact with diverse populations
• Problem-solving and multitasking skills
• Ability to escalate issues as necessary
• Ability to work flexible hours

Benefits

Comprehensive suite of Total Rewards including competitive compensation, generous retirement offerings, career development programs, and more. Eligibility for various benefits such as paid time off, health and welfare benefits, family benefits, educational assistance, and more. Opportunity for annual increases based on performance.

Pay

$21.85 - $32.80 per hour

Schedule

Monday - Friday; 8a - 5p EST