Patient Access and Care Team Representative

Advocate Aurora Health

. Act as the first point of contact for customers reaching out to Advocate Aurora through Patient Access & Care Team services .

Posted 10/27/2026full-timeRemote • United StatesMid-LevelSenior💰 $22 - $33 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills while effectively managing patient interactions and inquiries. Proficient in utilizing electronic medical records and maintaining accurate documentation to support patient access and care.

Highest-signal resume keywords

Customer ServiceElectronic Medical Record DocumentationMultitaskingVerbal CommunicationProblem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Basic Medical TerminologyData EntryAppointment SchedulingInsurance VerificationTechnical Troubleshooting

Soft Skills

Active ListeningOrganizationPrioritizationAttention to DetailAdaptability

Tools & Technologies

Multiple-Line Telephone SystemDesktop Software PackagesDepartment Information Systems

Industry Keywords

Patient AccessHealthcareCall CenterPatient ExperienceTriage

About the role

Key responsibilities & impact

Act as the first point of contact for customers reaching out to Advocate Aurora through Patient Access & Care Team services
Support PACT initiatives and services while accurately documenting interactions in the electronic medical record
Provide wayfinding and resolve customer inquiries
Provide general information and page providers
Front-end symptomatic patient calls for nurse triage
Update customer information and demographics
Verify medical records
Enter medication refill requests
Schedule patient appointments
Use facility/provider information and established procedures to link the patient experience between PACT and practice sites
Assist inbound callers and make outbound calls when required or follow-up is necessary
Recognize complex problems and escalate for resolution
Perform basic technical troubleshooting for online applications, systems, or access
Coordinate appointment cancellations, reschedules, and additions
Obtain demographic and insurance information and verify insurance coverage
Complete forms and update medical records
Identify emergent calls and transfer them to Registered Nurses for triage
Route patients for triage, scheduling, rescheduling, cancellations, medication refill requests, and provider/facility paging
Provide customer service according to departmental standards
Support organizational marketing efforts through information and referrals
Maintain records and update provider and marketing databases
Maintain knowledge and efficient use of department information systems
Perform additional duties based on department needs

Requirements

What you’ll need

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
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 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 determine the customer's needs
Ability to resolve customer issues
Ability to work a variety of hours based on departmental business needs
Three weeks of mandatory training availability
Licensure, registration, and/or certification: None

Benefits

Comp & perks

Comprehensive suite of Total Rewards
Competitive compensation
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Medical, dental, vision, life, and Short- and Long-Term Disability benefits
Flexible Spending Accounts for eligible health care and dependent care expenses
Adoption assistance
Paid parental leave
Defined contribution retirement plans with employer match
Other financial wellness programs
Educational Assistance Program