PACT Representative I

About This Role

Serve as the initial point of contact for patients reaching out to Atrium Health, providing comprehensive support in scheduling appointments, verifying insurance, and resolving inquiries to ensure a seamless patient experience.

Responsibilities

• Seamlessly link the patient experience between PACT and the practice site using facility/provider information and established policies and procedures.
• Assist inbound callers using resources and critical thinking skills, and make outbound calls when required or for follow up.
• Recognize complex problems and questions, escalating for resolution when needed, and perform basic technical troubleshooting for online applications, systems, or access issues.
• Schedule patient appointments and coordinate cancellations, reschedules, and additions to schedules.
• Obtain demographic and insurance information, verify insurance coverage, and ensure all information is complete and accurate, updating as necessary.
• Complete essential forms and update the medical record with patient information.
• Identify emergent calls based on caller information and department procedures, following protocols for immediate transfer to a Registered Nurse for triaging.
• Determine patient needs leading to routing for triage, scheduling, rescheduling, cancelling appointments, submitting medication refill requests, and paging providers/facilities.
• Provide customer service per departmental standards, asking clarifying questions, presenting options, and escalating only necessary situations.
• Assist with organizational marketing efforts by providing associated information and referrals, maintaining records, and updating provider and marketing databases.
• Maintain knowledge and efficient utilization of all information systems used by the department.

Requirements

• High School Graduate
• 0-1 year experience in a call center, healthcare or other applicable customer service-related area
• Knowledge of customer service
• Ability to work with a variety of patients and patient situations
• Ability to follow workflows in a structured environment
• Basic understanding of computers and desktop software packages
• Ability to work in a fast-paced environment
• Basic multitasking and problem-solving skills
• 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
• 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 interactions on multiple systems
• Ability to work with a variety of customers and actively listen to successfully determine needs
• Ability to resolve customer issues

Qualifications

• High School Graduate
• 0-1 year experience in a call center, healthcare or other applicable customer service-related area

Nice to Have

• Basic knowledge of medical terminology

Benefits