Patient Access & Care Team Rep (Remote) - Full-Time

Department: 12700 Enterprise Corporate - Patient Access & Care Team: IL/WI Operations

Status: Full time

Benefits Eligible: Please apply only if you are genuinely interested in a full-time opportunity. 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). Training Schedule: This position begins with three weeks of MANDATORY training (you must be available for the entirety of training). Training hours are from 8am to 5pm CST / 9am to 6pm EST for Weeks one and two; 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. 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 training Premium pay such as shift, on call, and more based on a teammate's job Opportunity for annual increases based on performance 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 full-time, part-time, per diem, temporary, etc.); About Advocate Health 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 Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care 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 Wake Forest University School of Medicine 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.