PACT Representative I

aah; Charlotte (NC); On-site; USD 62,609,164 - 93,985,382; Full time

Benefits offered by this job

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Flex Spending

Adoption Assistance

Parental Leave

401(k) Match

Educational Aid

Job summary

Advocate Health, headquartered in Charlotte, NC, is seeking a Call Center/Patient Access professional to support the Advocate Health system. The role involves coordinating appointments, verifying demographics and insurance, and providing high-quality customer service in a fast-paced environment.

Responsibilities include triage support with RN, routine follow-ups, and documenting interactions across multiple systems.

Qualifications

• Experience in customer service, healthcare, or call-center environment preferred.
• Strong verbal communication and active listening skills.
• Able to follow workflows in a structured environment.
• Proficient with basic computer and desktop software.

Responsibilities

• Link patient experience between PACT and practice site using policy-based guidelines.
• Assist inbound callers and make outbound follow-ups as required.
• Troubleshoot basic online applications or access issues to resolve problems.
• Schedule patient appointments and coordinate cancellations, reschedules and additions.
• Verify patient and insurance information for accurate records.
• Escalate complex issues to RN for triage and follow established emergency guidelines.
• Route callers for triage, scheduling, or medication refill requests as needed.
• Provide customer service per department standards and document interactions across systems.

Skills

Customer service

Communication

Multi-tasking

Problem solving

Detail oriented

Verbal communication

Teamwork

Call center knowledge

Education

High School Graduate

Job description

Department: 12705 Enterprise Corporate - Patient Access & Care Team: NC/GA Operations

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Monday through Friday - 8 -5 including holidays

Pay Range:

$21.85 - $32.80

Major 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.

Licensure, Registration, and/or Certification Required:

• None

Education Required:

• High School Graduate

Experience Required:

• Typically requires 0 -1 year 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 communicate with customers/patients while researching and documenting the interaction 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.

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.

Our CommitmenttoYou:

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, andShort- 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

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

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.