PACT Representative I

Advocate Health•Rome, GA

3d•$22 - $33

About The Position

The PACT Representative I uses facility and provider information, established policies, and department resources to connect patients with PACT and practice sites. The role assists inbound callers, makes outbound calls when needed, identifies complex issues for escalation, and provides basic troubleshooting for online applications and systems. The representative schedules appointments and manages cancellations, rescheduling, and schedule additions. They collect and verify patient demographic and insurance information, update medical records, and apply knowledge of government and third-party payer requirements. They identify emergent calls and follow procedures to transfer them immediately to a Registered Nurse for triage. The role also routes patients for triage and appointment services, submits medication refill requests for evaluation, and pages providers or facilities as appropriate. The position provides customer service in accordance with departmental standards, documents interactions, supports organizational marketing efforts through referrals and information, maintains provider and marketing databases, and uses departmental information systems. Additional duties may be assigned based on department needs. The position is full-time, 40 hours per week, with a Monday–Friday schedule of 8 a.m.–5 p.m.

Requirements

High school graduate.
Typically requires 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 diverse 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 a variety of customer or patient needs.
Basic multitasking, problem-solving, organization, and prioritization skills.
Ability to use and manage a multiple-line telephone system.
Demonstrated analytical and logical-thinking ability, accuracy, and attention to detail.
Strong verbal communication skills 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 equipment necessary to perform the job.

Nice To Haves

Basic knowledge of medical terminology is helpful but not required.

Responsibilities

Use facility and provider information, policies, and procedures to link the patient experience between PACT and practice sites.
Assist inbound callers and make outbound calls when required or follow-up is needed.
Recognize complex problems and questions and escalate them for resolution when appropriate.
Perform basic technical troubleshooting for online applications, systems, or access issues.
Schedule patient appointments and coordinate cancellations, rescheduling, and additions to schedules.
Obtain, verify, and update patient demographic and insurance information, applying knowledge of government and third-party payer requirements.
Complete essential forms and verify and update medical records with patient information.
Identify emergent calls and immediately transfer them to a Registered Nurse for triage according to department procedures.
Route patients for triage, scheduling, rescheduling, and appointment cancellations; submit medication refill requests for evaluation; and page providers and facilities as appropriate.
Provide customer service according to departmental standards, ask clarifying questions, present options or solutions, and escalate situations when necessary.
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
Flexible Spending Accounts for eligible health care and dependent care expenses
Adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Career development programs
Competitive compensation
Premium pay for eligible shifts, on-call work, and other circumstances
Incentive pay for select positions
Opportunity for annual performance-based increases