Patient Access

Department: 12700 Enterprise Corporate
- Patient Access & Care Team: IL/WI Operations Status: Part time Benefits Eligible: Please apply only if you are genuinely interested in a part-time opportunity. This position is not expected to transition to full-time hours, and we are seeking candidates who are specifically looking for a long-term part-time schedule. 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. TRAINING & SCHEDULES: Training Class Start Date: December 14 & December 28 Cohorts (attendance at all of training is mandatory). Part-Time Remote Training Schedule: Preferred: Part-time new hires are encouraged to attend our full-time training, which runs Monday through Friday for 3 weeks, from 8:00 AM to 5:00 PM CT (9:00 AM to 6:00 PM ET). If you are unable to attend full-time training, part-time training is available: Monday through Friday for 5 weeks, 8:00 AM to 12:00 PM CT (9:00 AM to 1:00 PM ET) Permanent Schedule After Training : Weekday and weekend schedule options are available for PACT Representatives. Approved Remote Worker States: Advocate Health may approve those who wish to work out of the following registered states: Uses facility/provider information and established policies and procedures to seamlessly link the patient experience between PACT and the practice site. Performs basic technical troubleshooting in connection to online applications, systems, or access as requested to resolve issues. Verifies and updates the medical record with patient information. 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. Determines 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. 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, while maintaining appropriate records for documentation. Conducts regular reporting and updating of the provider and marketing databases. Maintains knowledge and efficient utilization of all information systems utilized by the department. Licensure, Registration, and/or Certification Required: ~ High School Graduate 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 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. 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 communicate with customers/patients while researching and documenting the interaction 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. 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 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: Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or tra