PACT Representative I

Responsibilities

Uses facility/provider information and established policies and procedures to seamlessly link the patient experience between PACT and the practice site; Uses resources and critical thinking skills to assist inbound callers and makes outbound calls when required or follow-up is deemed necessary; Recognizes complex problems and escalates for resolution when needed; performs basic technical troubleshooting in connection to online applications, systems, or access as requested; Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules; obtains demographic and insurance information, verifies insurance coverage, and updates information if necessary; Completes all essential forms, obtains necessary information, and verifies/updates the medical record with patient information; Identifies emergent calls based on information and department procedures and follows the process for immediate transfer to Registered Nurse for triaging; responsible for competency in and adherence to guidelines for emergency situations and critical call handling; Determines the needs of patients calling the call center, routing them for triage, scheduling, rescheduling, canceling appointments, submitting medication refill requests for evaluation, and paging providers and facilities as appropriate; Provides customer service per established departmental standards; asks clarifying questions, presents options or solutions, and escalates only necessary situations; Assists with organizational marketing efforts by providing associated information and referral to customers while maintaining records; conducts regular reporting and updating of provider and marketing databases; Performs additional duties based on department needs; Maintains knowledge and efficient utilization of all information systems utilized by the department

Requirements

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, WY; 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 while operating in a structured environment; Basic understanding of computers and desktop software packages; Ability to work in a fast-paced environment, handling a variety of customer/patient needs; Basic multitasking and problem-solving skills, as well as organization and prioritization skills; Ability to use/manage a multiple-line telephone system; Demonstrated ability for analysis, logical thinking, accuracy and concern for detail; Strong verbal communication skills and ability to interact with a diverse customer population; Ability to provide excellent customer service and follow up; Ability to communicate with customers/patients while researching and documenting the interaction on multiple systems; Ability to work with a variety of customers and actively listen to successfully determine the customer's needs; Ability to resolve customer issues; Ability to work a variety of hours based on departmental business needs; Must have functional vision, touch, speech, and hearing; Required to sit most of the workday; Operates all equipment necessary to perform the job

Nice to have

Basic knowledge of medical terminology

Benefits

Premium pay such as shift, on call, and more based on a teammate's job; Incentive pay for select positions; Opportunity for annual increases based on performance; Paid Time Off programs; Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability; Flexible Spending Accounts for eligible health care and dependent care expenses; Family benefits such as adoption assistance and paid parental leave; Defined contribution retirement plans with employer match and other financial wellness programs; Educational Assistance Program