Patient Access & Care Team Rep (Remote) - Part-Time

Carolinas Medical Center; United States; Remote; USD 30,000 - 45,000; Part time

Job summary

Advocate Aurora is seeking a Part-time Remote PACT Representative to be the first contact for customers, handling a variety of inquiries, scheduling, and data verification. The role emphasizes accuracy in EMR documentation and strong customer service across internal and external partnerships.

Training is mandatory with specified cohorts; after training, weekday and weekend schedules may vary. Remote work is approved for multiple states, with a focus on providing excellent patient support.

Qualifications

• Experience in customer service, preferably healthcare
• Ability to follow workflows in a structured environment
• Basic knowledge of medical terminology helpful but not required
• Strong communication and computer skills

Responsibilities

• Link patient experience between PACT and the practice site using established policies.
• Assist inbound callers and make outbound follow ups as needed.
• Escalate complex issues to RN or supervisor for resolution.
• Schedule, reschedule, or cancel patient appointments; manage demographics and insurance data.
• Verify insurance coverage and accuracy of patient records in the system.
• Provide basic triage support and route urgent calls to appropriate staff.
• Maintain accurate documentation of all interactions in the EMR.
• Support marketing and provider databases with accurate referrals and information.

Skills

Customer service

Communication

Computer basics

Medical terminology

Education

High School Diploma

Job description

Department:

12700 Enterprise Corporate - Patient Access & Care Team: IL/WI Operations

Status:

Part time

Benefits Eligible:

Yes

Hours Per Week:

20

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. Able to provide wayfinding and/or resolve customer inquiries including but not limited to providing general information, paging providers, front ending symptomatic patients call for nurse triage, updating customer information/demographics, verifying medical records, entering medication refill requests, and scheduling patient appointments.

Training & Schedules:

Training Class Start Date: December 14 & December 28 Cohorts (attendance at all of training is mandatory).

Part-Time Remote Training Schedule: Preferred: Part-time new hires are encouraged to attend our full-time training, which runs Monday through Friday for 3 weeks, from 8:00 AM to 5:00 PM CT (9:00 AM to 6:00 PM ET). If you are unable to attend full-time training, part-time training is available: Monday through Friday for 5 weeks, 8:00 AM to 12:00 PM CT (9:00 AM to 1:00 PM ET)

Permanent Schedule After Training : Weekday and weekend schedule options are available for PACT Representatives. Schedules will remain the same from week to week.

Approved Remote Worker States:

Advocate Health may approve those who wish to work out of the following registered states: AL, AK, AR, AZ, DE, FL, GA, IA, ID, IN, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY.

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