PACT Care Coordinator: Patient Scheduling & Support

Atrium Health; Kannapolis (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

Atrium Health is seeking a patient services associate in Kannapolis, NC to help connect the patient experience between the PACT and practice sites. You will handle inbound calls, schedule appointments, collect demographics and insurance information, and assist with routine forms and data updates.

The role requires basic computer skills, strong communication, and the ability to work in a fast-paced environment while escalating complex issues when needed.

Qualifications

• Knowledge of customer service and ability to work with a variety of patients and patient situations.
• Basic understanding of computers and desktop software.

Responsibilities

• Uses facility/provider information and established policies and procedures to seamlessly link the patient experience between PACT 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 problems and questions and escalates for resolution when needed. Performs basic technical troubleshooting in connection to online applications, systems, or access as requested to resolve issues.
• Responsibilities include scheduling patient appointments and coordinating cancellations, reschedules, and additions to schedules. Obtains demographic and insurance information and verifies insurance coverage. Ensures insurance and patient information obtained is complete and accurate, updating information if necessary, applying acquired knowledge of government and third-party payer requirements.
• Completes all essential forms, obtains necessary information, such as patient demographic and insurance information. Verifies and updates the medical record with patient information.
• Identifies emergent calls based on information provided by caller and department procedures. Follows the process for immediate transfer to Registered Nurse for triaging. Responsible for competency in and adherence to guidelines for emergency situations and critical call handling.
• Determines the needs of 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.
• Maintains knowledge and efficient utilization of all information systems utilized by the department.

Skills

Customer service

Communication

Multitasking

Problem solving

Phone system proficiency

Education

High School Diploma

Job description

Atrium Health is seeking a patient services associate in Kannapolis, NC to help connect the patient experience between the PACT and practice sites. You will handle inbound calls, schedule appointments, collect demographics and insurance information, and assist with routine forms and data updates.

The role requires basic computer skills, strong communication, and the ability to work in a fast-paced environment while escalating complex issues when needed.