Patient Access Navigator I: Scheduling & Support

Hugh Chatham Health; Charlotte (NC); On-site; USD 41,000 - 68,000; Full time

Benefits offered by this job

Paid Time Off

Health benefits

Retirement plan

Educational assistance

Job summary

Advocate Health in Charlotte, NC is hiring a Call Center/Patient Access specialist to link the patient experience between PACT and the practice site, handling inbound calls and scheduling.

You will verify demographics and insurance, document interactions across systems, and route complex issues to RN triage when needed. The role supports marketing and provider databases while delivering compassionate customer service.

Qualifications

• 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.
• 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.

Responsibilities

• Link patient experience between PACT and practice site per policies.
• Assist inbound callers; make outbound follow-ups as needed.
• Escalate complex problems and perform basic tech support for online apps and access.
• Schedule appointments and coordinate cancellations, reschedules, and additions; collect demographics and insurance.
• Verify and update medical records with patient information.
• Triage calls for RN transfer and emergency guidance as needed.
• Route patients for triage and scheduling; process refill requests.
• Provide customer service per standards; document interactions across systems.
• Support organizational marketing by sharing information and updating databases.
• Maintain knowledge of department information systems.

Skills

Customer service

Structured workflows

Medical terminology

Computer literacy

Fast-paced environment

Multitasking

Phone system

Analytical thinking

Verbal communication

Active listening

Problem resolution

Time flexibility

Education

High School Diploma

Job description

Advocate Health in Charlotte, NC is hiring a Call Center/Patient Access specialist to link the patient experience between PACT and the practice site, handling inbound calls and scheduling.

You will verify demographics and insurance, document interactions across systems, and route complex issues to RN triage when needed. The role supports marketing and provider databases while delivering compassionate customer service.