PACT Representative I

Advocate Health • Charlotte, NC

1d • $22 - $33

About The Position

The PACT Representative I uses facility and provider information, along with established policies and procedures, to connect patients with PACT and practice sites. The role assists inbound callers, makes outbound calls when needed, resolves routine questions, and escalates complex issues appropriately. It also provides basic troubleshooting for online applications, systems, and access issues.

The position coordinates patient appointments, including cancellations, rescheduling, and additions; gathers and verifies patient demographic and insurance information; and updates medical records and required forms. The representative identifies emergent calls and follows procedures to transfer them promptly to a Registered Nurse for triage. Other duties include routing calls for triage or appointments, submitting medication refill requests for evaluation, paging providers and facilities when appropriate, delivering customer service, supporting organizational marketing efforts, maintaining provider and marketing databases, and using departmental information systems efficiently.

This is a part-time role with no benefits eligibility listed and 0 hours per week. The schedule is mostly Monday through Friday, 8 a.m. to 5 p.m., including weekday holidays, with availability for a variety of hours based on departmental needs. The work takes place in a normal office environment and/or a remote work environment. The role generally requires sitting for most of the workday and functional vision, touch, speech, and hearing.

Requirements

• High school graduate.
• Typically 0–1 year of experience in a call center, healthcare, or another applicable customer service-related area.
• Knowledge of customer service and ability to work with varied patients and patient situations.
• Ability to follow workflows in a structured environment.
• Basic understanding of computers and desktop software packages.
• Ability to work in a fast-paced environment and handle varied customer or patient needs.
• Basic multitasking, problem-solving, organization, and prioritization skills.
• Ability to use or manage a multiple-line telephone system.
• Analytical and logical thinking, accuracy, and attention to detail.
• Strong verbal communication and ability to interact with a diverse customer population.
• Ability to provide excellent customer service and follow-up, while researching and documenting interactions across multiple systems.
• Ability to actively listen, determine customer needs, and resolve customer issues.
• Ability to work a variety of hours based on departmental business needs.
• Functional vision, touch, speech, and hearing; ability to sit for most of the workday and operate necessary equipment.

Nice To Haves

• Basic knowledge of medical terminology is helpful but not required.

Responsibilities

• Use facility and provider information and established procedures to connect the patient experience between PACT and practice sites.
• Assist inbound callers using available resources and critical thinking; make outbound calls when required or follow-up is needed.
• Recognize complex problems and questions and escalate them for resolution when necessary.
• Perform basic technical troubleshooting for online applications, systems, or access issues.
• Schedule appointments and coordinate cancellations, rescheduling, and additions to schedules.
• Obtain and verify patient demographic and insurance information, confirm insurance coverage, and update inaccurate or incomplete information while applying knowledge of payer requirements.
• Complete essential forms and update medical records with patient information.
• Identify emergent calls and follow procedures for immediate transfer to a Registered Nurse for triage.
• Route patients for triage, scheduling, rescheduling, and appointment cancellation; submit medication refill requests for evaluation; and page providers or facilities as appropriate.
• Provide customer service according to departmental standards, ask clarifying questions, present options or solutions, and escalate situations when needed.
• Support organizational marketing efforts by providing information and referrals and maintaining appropriate documentation.
• Conduct regular reporting and update provider and marketing databases.
• Maintain knowledge of and efficiently use departmental information systems.
• Perform additional duties based on department needs.

Benefits

• Paid Time Off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits, subject to eligibility.
• Flexible Spending Accounts for eligible health care and dependent care expenses, subject to eligibility.
• Adoption assistance and paid parental leave, subject to eligibility.
• Defined contribution retirement plans with employer match and other financial wellness programs, subject to eligibility.
• Educational Assistance Program, subject to eligibility.
• Competitive compensation, with premium pay for select circumstances and annual increases based on performance.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED