Patient Access & Care Team Representative – Part-Time

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

📋 Description

• Serve as the initial contact point for customers reaching out to Advocate Aurora via PACT services.

• Meticulously document every interaction in the electronic medical record system.

• Assist with wayfinding and address customer inquiries effectively.

• Provide general information and facilitate communication with providers.

• Manage symptomatic patient calls for nurse triage purposes.

• Update customer records and demographic details.

• Verify medical records and process medication refill requests.

• Schedule patient appointments and manage cancellations, rescheduling, and additions.

• Collect demographic and insurance information while verifying coverage.

• Complete necessary forms and keep medical records up to date.

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

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

• Conduct outbound calls when necessary or for follow-up purposes.

• Recognize complex issues and escalate them for resolution.

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

• Deliver customer service in alignment with departmental standards.

• Support organizational marketing initiatives through information sharing and referrals.

• Maintain provider and marketing databases while conducting regular reporting.

• Keep up-to-date with departmental information systems for efficient use.

• Carry out 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 environments.

• No specific licensure, registration, or certification is required.

• Understanding of customer service principles and ability to engage with diverse patient situations.

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

• Fundamental understanding of computers and desktop software applications.

• Ability to thrive in a fast-paced setting and manage various customer/patient needs.

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

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

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

• Strong verbal communication skills and aptitude for interacting with a diverse customer base.

• Commitment to providing excellent customer service and diligent follow-up.

• Proficiency in communicating with customers/patients while documenting interactions on various systems.

• Ability to actively listen, assess customer needs, and resolve issues effectively.

• Willingness to work various hours based on departmental business requirements.

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

• Capacity to sit for the majority of the workday.

• Ability to operate all necessary equipment to perform job functions.

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

🏝️ Benefits

• Eligible for benefits.

• Paid Time Off programs available.

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

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

• Adoption assistance and paid parental leave provided.

• Defined contribution retirement plans with employer matching contributions.

• Access to financial wellness programs.

• Educational Assistance Program offered.

• Premium pay opportunities such as shift and on-call pay based on position.

• Incentive pay available for select roles.

• Possibility for annual performance-based salary increases.

• Options for remote work arrangements.