[Hiring] Patient Access & Care Team Representative @American Addiction Centers

Role Description

We are seeking candidates with healthcare experience (call center experience a plus)!

• Uses protocols, facility/provider information, and established policies and procedures to seamlessly link the patient experience between the Patient Access & Care Team (PACT) and the practice site.
• Uses resources and critical thinking skills to assist inbound callers. Makes outbound calls when required or when follow up is deemed necessary.
• Recognizes complex non-clinical problems and questions and escalates for resolution when needed.
• Responsibilities include scheduling patient appointments and coordinating cancellations, reschedules, and additions to schedules.
• Obtains demographic and insurance information, verifies insurance coverage, and may collect co-pays, deductibles, and previous balances.
• Ensures insurance and patient information obtained is complete and accurate, updating information if necessary.
• Provides referrals to physicians/providers.
• Completes all essential forms, obtains necessary information, such as patient demographic and insurance information.
• Identifies emergent calls based on information provided by caller and department guidelines.
• Determines the level of care needed by patients calling the call center, resulting in routing patients for triage, scheduling, rescheduling, and canceling appointments.
• Provides customer service per established departmental standards as measured by patients on post call survey.
• Assists with organizational marketing efforts by providing associated information and referral to customer.
• Performs additional duties based on department needs such as faxing, updating medical records, logs, and reports.
• Maintains knowledge and efficient utilization of all information systems utilized by the department.

Qualifications

• High School Graduate.
• Experience in healthcare preferred.
• Experience in a call center preferred, or other applicable customer service-related area.

Requirements

• 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 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, 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 converse with customers/patients while researching and documenting the call 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.