Patient Access & Care Team Rep (Remote)

Advocate Aurora Health; United States; Remote; Full time

Job summary

A leading health care system is seeking a remote Customer Service Representative to support patient access and care initiatives. The role involves assisting patients with inquiries, scheduling appointments, and ensuring accurate documentation. Ideal candidates will have strong communication skills and a background in customer service. Join a team committed to providing equitable care and enjoy comprehensive benefits.

Benefits

Paid Time Off

Health and Welfare Benefits

Flexible Spending Accounts

Educational Assistance Program

Qualifications

• Typically requires previous experience in a call center or customer service.
• Basic knowledge of medical terminology is helpful.

Responsibilities

• Acts as the first point of contact for customers reaching out to Advocate Aurora.
• Schedules patient appointments and verifies insurance coverage.
• Identifies emergent calls and escalates for resolution.

Skills

Customer Service

Communication

Problem Solving

Multitasking

Education

High School Graduate

Job description

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

Status: Full time

Benefits Eligible: Yes

Hours Per Week: 40

Schedule Details/Additional Information:

This is a remote position. Acts as the first point of contact for customers reaching out to Advocate Aurora through established Patient Access & Care Team (PACT) services for both internal and external partnerships. Supports base PACT initiatives and services, accurately documenting each interaction using the electronic medical record. Provides wayfinding and resolves customer inquiries, including general information, paging providers, front-ending symptomatic patients' calls for nurse triage, updating customer information/demographics, verifying medical records, entering medication refill requests, and scheduling patient appointments.

Begins with 4 weeks of remote training (availability for all training required). Training hours are 8:00am to 4:30pm Central Time. After training, shifts are first shift with various start times, to be discussed during the interview process.

Major Responsibilities:

• Use protocols, facility/provider information, and established policies to link the patient experience between PACT and practice sites.
• Assist inbound callers, make outbound calls for follow-up as needed.
• Recognize complex non-clinical problems and escalate when necessary.
• Schedule, cancel, reschedule patient appointments; obtain demographic and insurance info; verify coverage; collect co-pays/deductibles/previous balances; update information and ensure accuracy.
• Provide referrals to physicians/providers, complete forms, verify and update medical records.
• Identify emergent calls, follow protocols for immediate transfer to RN or appropriate staff for resolution.
• Determine the level of care needed, route patients accordingly, and handle medication refill requests.
• Deliver customer service per departmental standards, ask clarifying questions, present options, escalate only when necessary.
• Assist with marketing efforts by providing information, maintaining records, and updating databases.
• Perform additional duties such as faxing, updating medical records, managing files, and compiling data for reports.
• Maintain knowledge of all information systems used by the department.

Licensure, Registration and/or Certification Required: None

Education Required: High School Graduate

Experience Required: Previous experience in a call center, healthcare, or customer service area preferred.

Knowledge, Skills & Abilities:

• Customer service skills, ability to handle diverse patient situations.
• Follow workflows in a structured environment.
• Basic medical terminology knowledge helpful but not required.
• Basic computer skills and familiarity with desktop software.
• Ability to work in a fast-paced environment, multitask, organize, and prioritize.
• Manage multiple-line telephone systems.
• Strong analytical, logical thinking, accuracy, and attention to detail.
• Excellent verbal communication skills, ability to interact with diverse populations.
• Provide excellent customer service, actively listen, and resolve issues.
• Flexible to work varying hours based on departmental needs.

Physical Requirements and Working Conditions:

• Functional vision, touch, speech, hearing.
• Sit most of the workday.
• Operate necessary equipment.
• Normal office and remote work environments.

This job description covers the general nature and level of work expected. Incumbent may perform other related duties as required.