Patient Access

Department:12700 Advocate Aurora Health Corporate - Engagement Center Operations (ECO): OperationsStatus:Full timeBenefits Eligible:YesHours Per Week:40Schedule Details/Additional Information:This is a remote position. Acts as the first point of contact for customers reaching out to Advocate Aurora through established Patient Access & Care Team (PACT) services for both internal and external partnerships. Supports base PACT initiatives and services accurately documenting each interaction using the electronic medical record. Able to provide wayfinding and/or resolve customer inquiries including but not limited to providing general information, paging providers, front ending symptomatic patients call for nurse triage, updating customer information/demographics, verifying medical records, entering medication refill requests, and scheduling patient appointments.This position begins with four weeks of MANDATORY training (you must be available for the entirety of training). We are currently accepting applications for our training class which starts on JANUARY 12. If you have any scheduling conflicts which would prevent you from being available for training, please wait for a future posting to apply to one of our upcoming training classes. Training hours are Monday to Friday from 8:00am to 4:30pm Central Time (9:00am to 5:30pm Eastern Time).After training is complete, you will move into your permanent shift (weekend day required). Available permanent schedules will be discussed during interview process. Permanent schedules remain the same from week to week, and all will include a weekend day (you will have split days off: one week day and one weekend day). The permanent shifts vary from 8am to 4:30pm CST to 11:30am to 8:00pm CST. You will be able to choose your permanent schedule at time of offer from what shifts are available at that time.Pay Range$21.45 - $32.20MAJOR RESPONSIBILITIES: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.Has the ability to recognize 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, applying acquired knowledge of government and third-party payer requirements. Updates financial responsibility and other data when changes or additions occur and communicates to patients as appropriate.Provides referrals to physicians/providers. Completes all essential forms, obtains necessary information, such as patient demographic and insurance information. Verifies and updates the medical record with customer information.Identifies emergent calls based on information provided by caller and department guidelines. Follows the process for immediate transfer to Registered Nurse for triaging or appropriate more experienced staff for resolution. Responsible for competency in and adherence to guidelines for emergency situations and critical call handling.Determines the level of care needed by 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.Provides 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.Assists 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.Performs additional duties based on department needs such as faxing, updating medical records, logs, and reports, managing files/databases, assisting with entering, gathering, organizing, and compiling data for reports.Maintains knowledge and efficient utilization of all information systems utilized by the department.Licensure, Registration and/or Certification Required:None Required.Education Required:High School Graduate.Experience Required: Experience in healthcare preferred.Experience in a call center preferred, or other applicable customer service-related area. Knowledge, Skills & Abilities Required: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 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.Physical Requirements and Working Conditions:Must have functional vision, touch, speech, and hearing.Required to sit most of the workday.Operates all equipment necessary to perform the job.Exposed to normal office environment and/or remote work environments.Our Commitment to You:Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:CompensationBase compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or trainingPremium pay such as shift, on call, and more based on a teammate's jobIncentive pay for select positionsOpportunity for annual increases based on performanceBenefits and morePaid Time Off programsHealth and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term DisabilityFlexible Spending Accounts for eligible health care and dependent care expensesFamily benefits such as adoption assistance and paid parental leaveDefined contribution retirement plans with employer match and other financial wellness programsEducational Assistance ProgramAbout Advocate Health  is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names in Illinois; in the Carolinas, Georgia and Alabama; and in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.