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Patient Access & Care Team Representative – Part-Time
Advocate Aurora Health. Act as the first point of contact for customers reaching out to Advocate Aurora through PACT services .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills by effectively managing patient inquiries and interactions while accurately documenting information in electronic medical records. Capable of multitasking and problem-solving in a fast-paced healthcare environment.
Highest-signal resume keywords
Customer ServiceElectronic Medical Record DocumentationMultitaskingVerbal CommunicationProblem-Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Basic Medical TerminologyData EntryAppointment SchedulingInsurance VerificationTechnical Troubleshooting
Soft Skills
Attention to DetailActive ListeningOrganizationPrioritizationInterpersonal Skills
Tools & Technologies
Multiple-Line Telephone SystemDesktop Software PackagesDepartmental Information Systems
Industry Keywords
HealthcareCall CenterPatient InteractionWayfindingTriage
About the role
Key responsibilities & impact- Act as the first point of contact for customers reaching out to Advocate Aurora through PACT services
- Accurately document each interaction using 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 and enter medication refill requests
- Schedule patient appointments and coordinate cancellations, reschedules, and additions
- Obtain demographic and insurance information and verify insurance coverage
- Complete essential forms and update medical records
- Identify emergent calls and transfer them immediately to Registered Nurses for triage
- Route patients for triage, scheduling, rescheduling, and appointment cancellation
- 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
- Provide customer service according to departmental standards
- Support organizational marketing efforts through information and referrals
- Maintain provider and marketing databases and conduct regular reporting
- Maintain knowledge and efficient use of departmental 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
- No licensure, registration, and/or certification 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 understanding of computers and desktop software packages
- Ability to work in a fast-paced environment and handle varied customer/patient needs
- Basic multitasking, problem-solving, organization, and prioritization skills
- Ability to use/manage a multiple-line telephone system
- Demonstrated analysis, logical thinking, accuracy, and attention to 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 interactions on multiple systems
- Ability to actively listen, determine customer needs, and resolve customer issues
- Ability to work a variety of hours based on departmental business needs
- Functional vision, touch, speech, and hearing
- Ability to sit most of the workday
- Ability to operate all equipment necessary to perform the job
- Basic medical terminology knowledge is helpful but not required
Benefits
Comp & perks- Benefits eligible
- 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 and paid parental leave
- Defined contribution retirement plans with employer match
- Financial wellness programs
- Educational Assistance Program
- Premium pay such as shift and on-call pay based on job
- Incentive pay for select positions
- Opportunity for annual performance-based increases
- Remote work arrangement