Patient Access & Care Team Rep (Remote) – PART TIME

Advocate Aurora Health; Oak Brook (IL); Remote; USD 36,000 - 60,000; Full time

Job summary

Advocate Aurora Health in Oak Brook, IL, is seeking candidates with healthcare experience to join our Patient Access/Call Center team. The role involves linking patient experiences between PACT and the practice site, scheduling appointments, verifying insurance, and handling follow-ups with a focus on accuracy and quality service.

Responsibilities include triage support, routing calls, collecting demographic and insurance data, and providing referrals.

Qualifications

• High school graduate.
• Healthcare experience preferred.
• Experience in a call center or customer service.
• Knowledge of customer service workflows in a structured environment.
• Basic medical terminology helpful.
• Strong verbal communication and ability to interact with diverse patients.

Responsibilities

• Link patient experience between PACT and practice site using protocols and policies.
• Assist inbound callers and make outbound follow-ups when needed.
• Escalate complex non-clinical problems for resolution.
• Schedule appointments and coordinate cancellations, reschedules, and additions.
• Verify insurance information, collect co-pays/deductibles, and update records.
• Provide referrals and complete essential forms; verify patient/insurance information.
• Identify emergent calls and transfer to RN for triage or senior staff.
• Determine level of care and route for triage or scheduling.
• Provide customer service per department standards and document interactions in multiple systems.
• Support organizational marketing efforts by providing information and referrals; update databases.
• Perform duties like faxing, updating records, logs, and data for reports.
• Maintain knowledge of all information systems used by the department.

Job description

We are seeking candidates with healthcare experience (call center experience a plus)!

MAJOR RESPONSIBILITIES:

Uses protocols, facility/provider information, and established policies and procedures to seamlessly link the patient experience between the Patient Access & Care Team (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 non-clinical problems and questions and escalates for resolution when needed.

Responsibilities include scheduling patient appointments and coordinating cancellations, reschedules, and additions to schedules. Obtains demographic and insurance information, verifies insurance coverage, and may collect co-pays, deductibles, and previous balances. Ensures insurance and patient information obtained is complete and accurate, updating information if necessary, applying acquired knowledge of government and third-party payer requirements. Updates financial responsibility and other data when changes or additions occur and communicates to patients as appropriate.

Provides referrals to physicians/providers. Completes all essential forms, obtains necessary information, such as patient demographic and insurance information. Verifies and updates the medical record with customer information.

Identifies emergent calls based on information provided by caller and department guidelines. Follows the process for immediate transfer to Registered Nurse for triaging or appropriate more experienced staff for resolution. Responsible for competency in and adherence to guidelines for emergency situations and critical call handling.

Determines the level of care needed by 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 such as faxing, updating medical records, logs, and reports, managing files/databases, assisting with entering, gathering, organizing, and compiling data for reports.

Maintains knowledge and efficient utilization of all information systems utilized by the department.

Licensure, Registration and/or Certification Required:

None Required.

Education Required:

High School Graduate.

Experience Required:

Experience in healthcare preferred.

Experience in a call center preferred, 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 converse with customers/patients while researching and documenting the call 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.