Patient Access and Care Team Representative

This is a fully remote position, open to applicants in Alabama, +31 more states.

📋 Description

• Serve as the initial point of contact for customers reaching out to Advocate Aurora via Patient Access & Care Team services.

• Support PACT initiatives and services while meticulously documenting interactions in the electronic medical record.

• Assist with wayfinding and address customer inquiries.

• Provide general information and connect with providers.

• Handle symptomatic patient calls for nurse triage.

• Update customer information and demographic details.

• Verify medical records.

• Process medication refill requests.

• Schedule patient appointments.

• Utilize facility/provider information and established protocols to enhance the patient experience between PACT and practice sites.

• Assist inbound callers and make outbound calls as needed for follow-up.

• Identify complex issues and escalate them for resolution.

• Conduct basic technical troubleshooting for online applications, systems, or access issues.

• Manage appointment cancellations, reschedules, and additions.

• Collect demographic and insurance information and verify coverage.

• Complete forms and update medical records as necessary.

• Recognize emergent calls and transfer them to Registered Nurses for triage.

• Direct patients for triage, scheduling, rescheduling, cancellations, medication refill requests, and provider/facility paging.

• Deliver customer service in accordance with departmental standards.

• Aid in organizational marketing efforts through information dissemination and referrals.

• Maintain records and update provider and marketing databases.

• Stay informed and efficiently use departmental information systems.

• Perform additional tasks in line with departmental needs.

⛳️ Requirements

• High School Diploma or equivalent.

• Generally requires 0-1 year of experience in a call center, healthcare, or another relevant customer service-related field.

• Understanding of customer service principles and capacity to engage with diverse patients and situations.

• Capability to adhere to workflows while functioning within a structured environment.

• Basic knowledge of medical terminology is beneficial but not mandatory.

• Fundamental understanding of computers and desktop software applications.

• Ability to thrive in a fast-paced environment, addressing a range of customer/patient needs.

• Basic multitasking, problem-solving, organizational, and prioritization skills.

• Proficiency in using and managing a multi-line telephone system.

• Proven analytical skills, logical thinking, accuracy, and attention to detail.

• Strong verbal communication skills and the ability to engage with a diverse customer base.

• Commitment to delivering excellent customer service and ensuring follow-up.

• Ability to interact with customers/patients while researching and documenting interactions across multiple systems.

• Capacity to work with a variety of customers and actively listen to identify their needs.

• Proficient in resolving customer issues.

• Flexibility to work various hours based on departmental requirements.

• Availability for three weeks of mandatory training.

• Licensure, registration, and/or certification: None required.

🏝️ Benefits

• Comprehensive suite of Total Rewards.

• Competitive compensation package.

• Premium pay opportunities such as shift differentials, on-call pay, and more based on job role.

• Incentive pay available for select positions.

• Potential for annual salary increases based on performance.

• Paid Time Off programs.

• Medical, dental, vision, life, and short- and long-term disability benefits.

• Flexible Spending Accounts for eligible healthcare and dependent care expenses.

• Adoption assistance available.

• Paid parental leave offered.

• Defined contribution retirement plans with employer matching.

• Additional financial wellness programs.

• Educational Assistance Program provided.