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 supports inbound callers, makes outbound calls as needed, and uses judgment to identify complex issues for escalation. It also provides basic technical troubleshooting for online applications, systems, and access issues.

The representative schedules appointments and coordinates cancellations, rescheduling, and schedule additions. The role obtains and verifies patient demographic and insurance information, updates medical records, and completes required forms. It identifies emergent calls and follows procedures to transfer callers promptly to a Registered Nurse for triage. It also routes callers for triage or appointment needs, submits medication refill requests for evaluation, and pages providers or facilities when appropriate.

The position delivers customer service according to departmental standards, supports organizational marketing efforts by sharing information and referrals, maintains documentation and provider and marketing databases, and uses the department’s information systems. Additional duties may be assigned based on departmental needs. The position is part-time, with 0 hours per week listed; the schedule is mostly Monday through Friday, 8 a.m. to 5 p.m., including weekday holidays, with hours varying based on departmental business needs. The employee must reside in one of the states listed in the posting.

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 a variety of 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 while handling varied customer or patient needs.
• Basic multitasking, problem-solving, organization, and prioritization skills.
• Ability to use and manage a multiple-line telephone system.
• Demonstrated analysis, logical thinking, 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.
• Must reside in AL, AK, AR, AZ, DE, FL, GA, IA, ID, IN, IL, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, or WY.

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 needed or when follow-up is appropriate.
• Recognize complex problems and questions and escalate them for resolution when necessary.
• Perform basic technical troubleshooting related to online applications, systems, or access.
• Schedule appointments and coordinate cancellations, rescheduling, and additions to schedules.
• Obtain demographic and insurance information, verify insurance coverage, and ensure patient and insurance information is accurate and complete.
• Complete essential forms and obtain required patient information.
• Verify and update medical records with patient information.
• Identify emergent calls and follow procedures for immediate transfer to a Registered Nurse for triage.
• Follow emergency and critical-call handling guidelines.
• Determine caller needs and route patients for triage, scheduling, rescheduling, or appointment cancellation; 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 calls 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.
• 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.
• Premium pay, such as shift and on-call pay, for eligible positions.
• Incentive pay for select positions.
• Opportunity for annual increases based on performance.

What This Job Offers

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