Patient Access & Care Team Representative I

This is a fully remote position, open to applicants in Illinois.

📋 Description

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

• Assist incoming callers by leveraging resources and applying critical thinking skills.

• Conduct outbound calls and provide follow-up as necessary.

• Identify complex issues and escalate them for resolution.

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

• Schedule patient appointments while coordinating cancellations, reschedules, and additional bookings.

• Collect demographic and insurance details and confirm insurance coverage.

• Complete necessary forms and verify and update medical records accordingly.

• Identify urgent calls and promptly transfer them to Registered Nurses for triage.

• Direct patients for triage, scheduling, rescheduling, and appointment cancellations.

• Process medication refill requests and contact providers and facilities as appropriate.

• Deliver customer service in alignment with departmental standards.

• Assist in organizational marketing efforts through information dissemination and referrals while maintaining records.

• Conduct regular reporting and keep provider and marketing databases updated.

• Stay informed and proficient in the use of departmental information systems.

• Undertake additional responsibilities as required by departmental needs.

⛳️ Requirements

• High School diploma or equivalent.

• Generally requires 0–1 year of experience in a call center, healthcare, or other relevant customer service settings.

• No licensure, registration, or certification is necessary.

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

• Ability to adhere to workflows within a structured environment.

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

• Fundamental understanding of computers and desktop software applications.

• Capacity to thrive in a fast-paced environment and manage diverse customer/patient needs.

• Basic skills in multitasking, problem-solving, organization, and prioritization.

• Proficiency in operating a multi-line telephone system.

• Proven analytical skills, logical reasoning, precision, and attention to detail.

• Strong verbal communication abilities and capability to engage with a diverse customer base.

• Commitment to providing exceptional customer service and following up accordingly.

• Ability to communicate while researching and documenting interactions across multiple systems.

• Skills in active listening to assess customer needs effectively.

• Capacity to resolve customer concerns efficiently.

• Flexibility to work varied hours based on departmental business requirements.

• Functional vision, touch, speech, and hearing capabilities.

• Must be able to sit for the majority of the workday and operate necessary equipment.

🏝️ Benefits

• Eligibility for benefits.

• Premium pay options including shift differentials, on-call pay, and more based on the role.

• Incentive pay available for select positions.

• Potential for annual salary increases based on performance.

• Paid Time Off (PTO) programs.

• Comprehensive medical, dental, vision, life insurance, and Short- and Long-Term Disability benefits.

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

• Adoption assistance offered.

• Paid parental leave provided.

• Defined contribution retirement plans with employer matching.

• Additional financial wellness programs available.

• Educational Assistance Program offered.