Patient Access & Care Team Representative| PRN

Overview

Department: 12705 Enterprise Corporate - Patient Access & Care Team: NC/GA Operations

Status:
Part time
• Benefits Eligible:
No
• Hours Per Week: 0

Schedule Details/Additional Information:
Hybrid

Work Schedule:

Work from the office in Rome area for 3-6 months; then Work from Home with regards to the telecommuter policy.

Pay Range

$18.50 - $27.75

• Uses facility/provider information and established policies and procedures to link the patient experience between PACT and the practice site.
• Assists inbound callers using resources and critical thinking; makes outbound calls when required or when follow up is deemed necessary.
• Recognizes complex problems and questions and escalates for resolution. Performs basic technical troubleshooting related to online applications, systems, or access as requested.
• Schedules patient appointments and coordinates cancellations, reschedules, and additions. Obtains demographic and insurance information; verifies insurance coverage. Ensures information is complete and accurate, updating as needed and applying knowledge of government and third-party payer requirements.
• Completes essential forms, obtains information such as patient demographics and insurance details, and updates the medical record as needed.
• Identifies emergent calls and follows department procedures for immediate transfer to a Registered Nurse for triage. Adheres to guidelines for emergency situations and critical call handling.
• Determines patient needs for triage, scheduling, rescheduling, canceling appointments, and processing medication refill requests; communicates with providers and facilities as appropriate.
• Provides customer service per established departmental standards; asks clarifying questions, presents options, and assesses call complexity for escalation when necessary.
• Supports organizational marketing efforts by providing information and referrals, and maintains records for documentation. Conducts regular reporting and updates to provider and marketing databases.
• Performs additional duties based on department needs and maintains knowledge of all department information systems.

• None

• High School Graduate

• Typically requires 0 - 1 year experience in a call center, healthcare or other 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 knowledge of medical terminology is helpful but not required.
• Basic understanding of computers and desktop software packages.
• Ability to work in a fast-paced environment with a variety of customer/patient needs.
• Basic multitasking and problem-solving, as well as organization and prioritization skills.
• Ability to use/manage a multi-line telephone system.
• Demonstrated analytical thinking, accuracy and attention to detail.
• Strong verbal communication skills and the ability to interact with a diverse customer population.
• Ability to provide excellent customer service and follow up; document interactions on multiple systems.
• Ability to determine customer needs through active listening and resolve issues.
• Ability to work a variety of hours based on departmental business needs.

• Must have functional vision, hearing, and ability to speak; able to sit most of the workday.
• Operates all equipment necessary to perform the job.
• Exposed to normal office or remote work environments.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. Incumbent may be required to perform other related duties.

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, retirement offerings, and career development opportunities.

Advocate Health is a nonprofit, integrated health system serving multiple regions. It employs teammates across hospitals and care locations and is involved in research and education initiatives. It is committed to equitable care for all.