PACT Representative I

Atrium Health; Rome (GA); On-site; USD 38,000 - 52,000; Full time

Job summary

Atrium Health is seeking a Call Center Associate to support patient interactions in a fast-paced setting. You will link patient experiences across PACT and practice sites, schedule appointments, collect demographics, and verify insurance, while handling basic troubleshooting for online systems.

You will use a multi-line phone system, follow workflows, and communicate clearly with diverse patients. Escalation to RN occurs for urgent triage, and accurate records are maintained throughout.

Qualifications

• High School Graduate is required.
• 0-1 year of experience in a call center, healthcare or customer service setting preferred.
• Basic knowledge of medical terminology is helpful but not required.
• Ability to follow workflows in a structured environment and communicate clearly.

Responsibilities

• Link patient experience between PACT and the practice site using established policies.
• Assist inbound callers and make outbound calls when required for follow-up.
• Recognize complex problems and escalate for resolution; perform basic troubleshooting on online systems.
• Schedule patient appointments, coordinate cancellations/reschedules/additions, and verify insurance coverage.
• Obtain and update patient demographics and insurance information; ensure accuracy of records.
• Triage calls by routing to appropriate staff; transfer to RN for urgent triage when needed.
• Advise on medication refills requests and coordinate paging of providers as appropriate.
• Provide customer service per department standards and document interactions across systems.
• Support organizational marketing efforts with referrals and maintain provider/marketing databases.
• Perform additional duties as needed and maintain knowledge of all department information systems.

Skills

Patient service

Verbal communication

Multitasking

Problem-solving

Computer literacy

Telephone system

Education

High School Diploma

Tools

Desktop software

Multiple-line phone system

Job description

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.