Engagement Center Rep 1 (Part Time)

Advocate Aurora Health; United States; Remote; USD 80,000 - 100,000; Part time

Job summary

Join a leading healthcare organization as a part-time customer service representative, where you'll be the first point of contact for patients. This dynamic role involves managing patient inquiries, scheduling appointments, and ensuring a seamless experience for callers. You'll work in a supportive environment with flexible hours, receiving comprehensive training to equip you for success. Advocate Health values your contribution and offers a range of benefits, including paid time off and health insurance. If you're passionate about providing excellent customer service in the healthcare field, this opportunity is perfect for you.

Benefits

Paid Time Off

Health Insurance

Flexible Spending Accounts

Educational Assistance Program

Qualifications

• Experience in call center or customer service is preferred.
• Ability to work in a fast-paced environment handling various customer needs.

Responsibilities

• Act as the first point of contact for customers and document interactions.
• Schedule patient appointments and verify insurance information.

Skills

Customer Service

Communication Skills

Multitasking

Problem Solving

Basic Medical Terminology

Computer Skills

Education

High School Graduate

Job description

Department:

12700 Advocate Aurora Health Corporate - Engagement Center Operations (ECO): Operations

Status:

Part time

Benefits Eligible:

Yes

Hou rs Per Week:

20

Schedule Details/Additional Information:

Part-Time options available to work 20, 24, 28 or 32 hours per week. Hours will be between 8am and 5pm. Mondays and/or Saturdays are required.

Training: The role begins with four weeks of self-paced training with regular check-ins with a trainer. Consists of 3 weeks learning followed by 1 week of precepting.

This is a part-time remote position. Acts as the first point of contact for customers reaching out to Advocate Aurora through established Engagement Center services for both internal and external partnerships. Supports base Engagement Center initiatives and services accurately documenting each interaction using the electronic medical record. Able to provide wayfinding and/or resolve customer inquiries including but not limited to providing general information, paging providers, front ending symptomatic patients call for nurse triage, updating customer information/demographics, verifying medical records, entering medication refill requests, and scheduling patient appointments.

Major Responsibilities:

Uses protocols, facility/provider information, and established policies and procedures to seamlessly link the patient experience between the Engagement Center and the practice site.

Uses resources and critical thinking skills to assist inbound callers. Makes outbound calls when required or when follow up is deemed necessary.

Has the ability to recognize complex non-clinical problems and questions and escalates for resolution when needed.

Responsibilities include scheduling patient appointments and coordinating cancellations, reschedules, and additions to schedules. Obtains demographic and insurance information, verifies insurance coverage, and may collect co-pays, deductibles, and previous balances. Ensures insurance and patient information obtained is complete and accurate, updating information if necessary, applying acquired knowledge of government and third-party payer requirements. Updates financial responsibility and other data when changes or additions occur and communicates to patients as appropriate.

Provides referrals to physicians/providers. Completes all essential forms, obtains necessary information, such as patient demographic and insurance information. Verifies and updates the medical record with customer information.

Identifies emergent calls based on information provided by caller and department guidelines. Follows the process for immediate transfer to Registered Nurse for triaging or appropriate more experienced staff for resolution. Responsible for competency in and adherence to guidelines for emergency situations and critical call handling.

Determines the level of care needed by patients calling the call center which results in routing patients for triage, scheduling, rescheduling, and canceling appointments, submitting medication refill requests for evaluation, and paging providers and facilities as appropriate.

Provides customer service per established departmental standards as measured by patients on post call survey. Asks clarifying questions, presents options or solutions, and understands the level of complexity of the call, escalating only those situations necessary for resolution.

Assists with organizational marketing efforts by providing associated information and referral to customer, while maintaining appropriate records for documentation. Conducts regular reporting and updating of the provider and marketing databases.

Performs additional duties based on department needs such as faxing, updating medical records, logs, and reports, managing files/databases, assisting with entering, gathering, organizing, and compiling data for reports.

Maintains knowledge and efficient utilization of all information systems utilized by the department.

Licensure, Registration and/or Certification Required:

None Required.

Education Required:

High School Graduate.

Experience Required:

Typically requires previous experience in a call center, healthcare or other applicable customer service-related area.

Knowledge, Skills & Abilities Required:

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 converse with customers/patients while researching and documenting the call on multiple systems.

Ability to work with a variety of customers and actively listen to successfully determine the customer's needs. Ability to resolve customer issues.

Ability to work a variety of hours based on departmental business needs.

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.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Pay Range

$21.45 - $32.20

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

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

Benefits and more

• 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
• Educational Assistance Program

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

About the company

Advocate Aurora Health is a non-profit health care system with dual headquarters located in Milwaukee, Wisconsin