[Hiring] Patient Representative I @Advocate Health

Role Description

The Patient Access & Care Team is responsible for ensuring a seamless patient experience. Key responsibilities include:

• Using facility/provider information and established policies to link the patient experience between PACT and the practice site.
• Assisting inbound callers and making outbound calls when necessary.
• Recognizing complex problems and escalating for resolution when needed.
• Performing basic technical troubleshooting for online applications and systems.
• Scheduling patient appointments and coordinating cancellations, reschedules, and additions.
• Obtaining and verifying demographic and insurance information.
• Completing essential forms and updating medical records with patient information.
• Identifying emergent calls and transferring to Registered Nurse for triaging.
• Routing patients for triage, scheduling, rescheduling, and canceling appointments.
• Providing customer service per established departmental standards.
• Assisting with organizational marketing efforts and maintaining records.
• Performing additional duties based on department needs.
• Maintaining knowledge and efficient utilization of all information systems.

Qualifications

• High School Graduate

Requirements

• 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 situations.
• 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 and handle 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.
• 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 documenting interactions on multiple systems.
• Ability to work a variety of hours based on departmental business needs.

Benefits

• 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.