PEC Care Advocate

BASIC FUNCTIONS:

A Care Advocate at Patient Engagement Centers of America (PEC360) is a high-volume inbound call center professional who serves as the first point of contact for patients calling on behalf of healthcare providers. The primary function of this role is to answer inbound patient calls efficiently, resolve patient needs on the first interaction, and maintain the call handling standards that define a best-in-class patient access operation.

Care Advocates are expected to manage a continuous queue of inbound calls throughout their shift, meeting defined metrics including average handle time, speed to answer, call abandonment targets, schedule adherence, and first call resolution rates. Every call is an opportunity to deliver a consistent, compassionate patient experience while executing accurate scheduling, registration, and coordination tasks in real time.

Care Advocates are trained to proficiently navigate electronic medical records (EMR), appointment scheduling systems, and PEC360's proprietary agent workspace platform while actively managing live patient calls. This is a remote position requiring a secure, distraction-free work environment, a hardwired internet connection, and the consistent ability to meet call center performance expectations.

KNOWLEDGE, SKILLS, & ABILITIES:

• Call Handling Performance: Demonstrates the ability to manage a high volume of consecutive inbound calls with professionalism, efficiency, and accuracy. Maintains composure and quality throughout the full shift queue.
• Average Handle Time Discipline: Completes calls efficiently without sacrificing patient experience. Balances thoroughness with pace to support overall queue management and team service level goals.
• First Call Resolution: Takes ownership of each patient interaction with the goal of fully resolving the caller's need during the initial contact, minimizing callbacks and escalations.
• Simultaneous System Navigation: Capable of actively managing a live phone conversation while concurrently navigating EMR, scheduling, and CRM platforms to locate information, complete scheduling actions, and document call outcomes in real time.
• Schedule Adherence: Maintains strict adherence to assigned shift schedule, break times, and login/logout windows to ensure queue coverage and team service levels are consistently met.
• Professional Phone Communication: Delivers clear, courteous, and empathetic verbal communication across a diverse patient population. Adapts tone and language appropriately while following scripted workflows and call handling protocols.
• Data Entry Accuracy: Enters patient information, appointment details, and call documentation with precision. Understands that errors at the call level create downstream clinical and operational problems.
• Escalation Judgment: Quickly identifies calls requiring clinical escalation, supervisor involvement, or urgent routing and executes the appropriate protocol without delay.
• Integrity & Confidentiality: Handles all patient information in strict accordance with HIPAA standards and organizational privacy policies on every call, every time.
• Dependability: Maintains reliable attendance, punctuality, and consistent readiness to handle call volume. Understands that call center operations depend on every team member being present, logged in, and performing.

EDUCATION, EXPERIENCE & TRAINING:

• High School Diploma or equivalent required
• Inbound call center experience strongly preferred
• Experience working in a metrics-driven, queue-based call environment a strong plus
• Electronic health record (EMR) or practice management system experience a plus
• Medical front desk or patient-facing healthcare experience a plus
• Bilingual fluency in Spanish a plus

This information is the property of Patient Engagement Centers of America, Inc. and is considered confidential.

TO APPLY PLEASE GO TO THIS LINK :
https://pec360.bamboohr.com/careers/24

Pay: From $17.00 per hour

Work Location: Remote