Patient Access & Scheduling Specialist I

Advocate Health; Rome (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

Advocate Health is seeking a call center associate to support patient interactions in a fast-paced healthcare environment. You will link patient experiences between PACT and the practice site, assist inbound callers, and perform outbound follow-up as needed.

The role includes scheduling appointments, collecting demographic and insurance data, verifying coverage, and updating medical records. You will handle emergent calls with RN triage support and contribute to department marketing efforts.

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 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.
• 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.

Responsibilities

• Uses facility/provider information and policies to link patient experience between PACT and the practice site.
• Assists inbound callers and makes outbound calls as required or for follow up.
• Recognizes complex problems and escalates for resolution; performs basic tech troubleshooting.
• Scheduling patient appointments and coordinating cancellations, reschedules, and additions.
• Obtains demographic and insurance information and verifies coverage; updates information as needed.
• Completes forms and updates the medical record with patient information.
• Identifies emergent calls and transfers to RN for triage per guidelines.
• Routes patients to triage, scheduling, rescheduling, and canceling as needed.
• Requests medication refills for evaluation and communicates with providers and facilities.
• Provides customer service per standards; documents interactions on multiple systems.
• Contributes to organizational marketing by sharing information and referrals; maintains records.
• Performs additional duties based on department needs.
• Maintains knowledge of all information systems used by the department.

Skills

Customer service

Verbal communication

Phone system

Multitasking

Attention to detail

Problem solving

Computers

Education

High School Diploma

Tools

Desktop software

Phone system

Job description

Advocate Health is seeking a call center associate to support patient interactions in a fast-paced healthcare environment. You will link patient experiences between PACT and the practice site, assist inbound callers, and perform outbound follow-up as needed.

The role includes scheduling appointments, collecting demographic and insurance data, verifying coverage, and updating medical records. You will handle emergent calls with RN triage support and contribute to department marketing efforts.