Patient Access, Care Team Representative – Part Time

This is a fully remote position, open to applicants in Alabama, +32 more states.

📋 Description

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

• Precisely document each interaction within the electronic medical record system.

• Assist with wayfinding and address customer inquiries.

• Page providers and manage front-end symptomatic patient calls for nurse triage.

• Update customer details and demographic information.

• Verify medical records and process medication refill requests.

• Schedule, cancel, reschedule, and add patient appointments.

• Make outbound calls as necessary for follow-up or additional information.

• Identify complex non-clinical issues and escalate them for resolution.

• Collect demographic and insurance details and confirm insurance coverage.

• Update financial responsibilities, patient information, medical records, databases, logs, and reports.

• Provide referrals to physicians/providers.

• Identify urgent calls and transfer callers to Registered Nurses or appropriate experienced staff for triage or resolution.

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

• Deliver customer service in alignment with departmental standards.

• Support organizational marketing initiatives through information dissemination and referrals.

• Conduct regular reporting and maintain updates in provider and marketing databases.

• Execute faxing, file/database management, and data entry for reports.

• Maintain proficiency and efficient use of departmental information systems.

⛳️ Requirements

• High School Diploma or equivalent.

• Healthcare experience is preferred.

• Experience in a call center setting is preferred, or relevant customer service experience in another area.

• No licensure, registration, or certification is necessary.

• Understanding of customer service principles and the ability to interact with diverse patients and situations.

• Capability to adhere to workflows in 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 and meet varied customer/patient needs.

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

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

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

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

• Commitment to providing excellent customer service and following up effectively.

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

• Capacity to actively listen and assess customer needs.

• Ability to resolve customer issues effectively.

• Willingness to work various hours based on departmental needs.

• Must be available for all four weeks of mandatory training.

• Eligibility to work only in approved remote-worker states.

🏝️ Benefits

• Benefits Eligible: Yes.

• Premium pay options such as shift differentials, on-call pay, and more based on the teammate's position.

• Incentive compensation for select roles.

• Potential for annual raises based on performance evaluations.

• Paid Time Off programs.

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

• 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 contributions.

• Additional financial wellness programs available.

• Educational Assistance Program to support ongoing learning and development.

• Options for remote work arrangements.