PACT Representative I

Carolinas Medical Center; United States; Vor Ort; USD 30.000 - 45.000; Teilzeit

Zusammenfassung

Carolinas Medical Center is seeking a Part-time Patient Access & Care Team associate for the NC/GA Operations department. You will link patient experiences across PACT and practice sites, assist callers, and schedule appointments while verifying demographics and insurance information.

This role requires strong customer service, basic computer skills, and the ability to multitask in a fast-paced environment. Some weekday holiday coverage may be required.

Qualifikationen

• High school diploma required.
• 0–1 year in call center or healthcare customer service.
• Ability to follow workflows in a structured environment.
• Strong verbal communication and customer service.

Aufgaben

• Link patient experience between PACT and practice site using policy guidance.
• Assist inbound callers; make outbound follow-ups as needed.
• Recognize complex issues and escalate for resolution when necessary.
• Schedule patient appointments and coordinate cancellations, reschedules, and additions.
• Verify demographics and insurance information; ensure accuracy and completeness.
• Assist with triage by routing calls to Registered Nurse when needed.
• Provide excellent customer service and document interactions across systems.
• Maintain information systems and provider/marketing databases.

Kenntnisse

Customer service

Communication

Multiline phone

Problem solving

Ausbildung

High School Diploma

Jobbeschreibung

Department:

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

Status:

Part time

Benefits Eligible:

No

Hours Per Week:

0

Schedule Details/Additional Information:

Mostly needed Monday-Friday 8a-5p including weekday 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, reschedules, 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

Additional Remarks:

• 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.

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