h3Department: /h3p12705 Enterprise Corporate - Patient Access Care Team: NC/GA Operations /ph3Status: /h3pFull time /ph3Benefits Eligible: /h3pYes /ph3Hou rs Per Week: /h3p40 /ph3Schedule Details/Additional Information: /h3pMonday - Friday, 8a-5p /ph3Pay Range: /h3p$21.85 - $32.80 /ph3Major Responsibilities: /h3ulliUses facility/provider information and established policies and procedures to seamlessly link the patient experience between PACT and the practice site. /liliUses resources and critical thinking skills to assist inbound callers. Makes outbound calls when required or when follow up is deemed necessary. /liliHas the ability to recognize complex problems and questions and escalates for resolution when needed. Performs basic technical troubleshooting in connection to online applications, systems, or access as requested to resolve issues. /liliResponsibilities include scheduling patient appointments and coordinating cancellations, reschedules, and additions to schedules. Obtains demographic and insurance information and verifies insurance coverage. Ensures insurance and patient information obtained is complete and accurate, updating information if necessary, applying acquired knowledge of government and third-party payer requirements. /liliCompletes all essential forms, obtains necessary information, such as patient demographic and insurance information. Verifies and updates the medical record with patient information. /liliIdentifies emergent calls based on information provided by caller and department procedures. 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.

/liliDetermines the needs of patients calling the call center which results in routing patients for triage, scheduling, rescheduling, and canceling appointments, submitting medication refill requests for evaluation, and paging providers and facilities as appropriate. /liliProvides customer service per established departmental standards as measured by patients on post call survey. Asks clarifying questions, presents options or solutions, and understands the level of complexity of the call, escalating only those situations necessary for resolution. /liliAssists with organizational marketing efforts by providing associated information and referral to customer, while maintaining appropriate records for documentation. Conducts regular reporting and updating of the provider and marketing databases. /liliPerforms additional duties based on department needs. /liliMaintains knowledge and efficient utilization of all information systems utilized by the department. /li /ulh3Licensure, Registration, and/or Certification Required: /h3pNone /ph3Education Required: /h3pHigh School Graduate /ph3Experience Required: /h3pTypically requires 0 -1 year experience in a call center, healthcare or other applicable customer service-related area /ph3Knowledge, Skills Abilities Required: /h3ulliKnowledge 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 /liliBasic knowledge of medical terminology is helpful but not required. /liliBasic understanding of computers and desktop software packages. /liliAbility to work in a fast-paced environment, handling a variety of customer/patient needs. /liliBasic multitasking and problem-solving skills, as well as organization and prioritization skills. /liliAbility to use/manage a multiple-line telephone system. /liliDemonstrated ability for analysis, logical thinking, accuracy and concern for detail. /liliStrong verbal communication skills and ability to interact with a diverse customer population. /liliAbility to provide excellent customer service and follow up. Ability to communicate with customers/patients while researching and documenting the interaction on multiple systems. /liliAbility to work with a variety of customers and actively listen to successfully determine the customer's needs. Ability to resolve customer issues. /liliAbility to work a variety of hours based on departmental business needs. /li /ulh3Physical Requirements and Working Conditions: /h3ulliMust have functional vision, touch, speech, and hearing. /liliRequired to sit most of the workday. /liliOperates all equipment necessary to perform the job. /liliExposed to normal office environment and/or remote work environments /li /ulpThis 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 of the incumbent. Incumbent may be required to perform other related duties. /ph3Our Commitment to You: /h3pAdvocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compen /p #J-18808-Ljbffr

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