healthcare customer service specialist

Scripps Health

<div><div><p>Scripps Memorial Hospital La Jolla has served the greater San Diego community since 1924. For more than a century, we continue to provide distinguished care, including several nationally ranked specialty programs. Scripps La Jolla was the first in San Diego to be designated a Magnet Hospital by the American Nursing Association.</p><p>
Scripps La Jolla shares a campus with the Barbey Family Emergency and Trauma Center, a Level I Trauma Center, and the renowned Prebys Cardiovascular Institute. We&rsquo;re also home to notable specialty programs, including cancer care, heart surgery, orthopedic surgery, labor and delivery services (including a Level III neonatal intensive care unit) and a nationally designated Comprehensive Stroke Center.</p></div><div><p>
This is a <b>Full-Time</b> position (72 hours per pay period) with a Varied Shift schedule (includes some weekends and holidays), located at our Scripps Memorial Hospital La Jolla. You will enjoy comprehensive benefits that cover health &amp; wellness, career development, and retirement options among other benefits.</p><p>
</p><p></p><p><b>Why join Scripps Health?</b></p><p>
At Scripps Health, your ambition is empowered and your abilities are appreciated:</p><ul><li>
Nearly a quarter of our employees have been with Scripps Health for over 10 years.</li><li>
Scripps is a Great Place to Work Certified company for 2026.</li><li>
Scripps Health has been consistently ranked as a top employer for women, millennials, diversity, and as an overall workplace by various national publications.</li><li>
Becker&rsquo;s Healthcare ranked Scripps Health on its 2026 list of 150 top places to work in health care.</li><li>
We have transitional and professional development programs to create a learning environment that enables you to thrive in your specific field as well as in your overall career.</li><li>
Our specialties have been nationally recognized for quality in areas such as cardiovascular care, oncology, orthopedics, geriatrics, obstetrics and gynecology, and gastroenterology.</li></ul><div>
</div><p>Join a caring team supporting Scripps Memorial Hospital La Jolla as a Patient Service Specialist - ED in the Access Services/ED department. You'll be on the front line for creating a positive Scripps Health experience for our patients while being responsible for duties such as the following:</p><ul><li>
Interacting with patients, payers, and providers to gather information necessary for accurate registration including assigning of appropriate Medical Record Number, referral/authorization, point of service payment collection, document collection and arrival/check-in functions.</li><li>
Receiving and routing messages received in the department appropriately as well as manages customer billing and payment inquires as needed.</li><li>
Effectively managing the patient check-in and check-out process from start to finish, which includes identification verification; updating or confirming demographic and insurance information on every patient; ensuring appropriate forms are provided, signed and witnessed at the time of the patient visit; verifying coverage including benefits, authorization, pre-determination, payer specific policy exclusions or limitations to coverage, collecting any patient responsibility and accurately preparing end of day reporting or payment reconciliation as needed.</li><li>
Assisting patients with HPE eligibility, discussing payment arrangement options including financial assistance information, providing price estimates.</li><li>
Accurately scheduling and re-scheduling patient appointments. Successful scheduling includes, but not limited to, exhibiting proficiency in appointment scheduling procedures, accurate documentation, and routing of messages, scheduling and confirming appointments according to practice guidelines, entering appropriate insurance, initiating authorizations and referrals, performing Key User duties with minimal errors.</li><li>
Coordinating scheduling, meeting and travel planning needs, department communication as needed. May assist in gathering necessary reports, statistics, outcomes for the department as needed.
</li><li>Regularly displaying a proactive approach to customer service by listening to the patient, taking ownership of solutions and being able to accurately identify the need to involve leadership to resolve concerns.</li><li>
Acting as a member of the patient care team by supporting the clinical care staff in the care of the patient.
</li></ul></div><div><p><b>Required Qualifications:</b></p><ul><li>
Must be able to demonstrate proficiency of computer applications, excellent mathematical skills, and ability to handle monies.</li><li>
Excellent communication and customer service skills.</li><li>
Strong organizational and analytical skills; innovative with ability to identify and solve problems.</li><li>
Able to adapt, prioritize and meet deadlines<b>.</b></li></ul><p><b>
Preferred Qualifications:</b></p><ul><li>
2 years of experience in a customer service or healthcare/medical office environment.</li><li>
Knowledge of medical terminology, commercial and government health insurance and billing guidelines, ACA requirements, understanding of DRG's, Medical ICD9/ICD10 codes and CPT/HCPC Codes and Modifiers.</li></ul></div><div><p>
At Scripps Health, you will experience the pride, support and respect of an organization that has been repeatedly recognized as one of the nation&rsquo;s Top 100 Places to Work.<br>
You&rsquo;ll be surrounded by people committed to making a difference in the lives of their patients and their teammates. So if you&rsquo;re open to change, go ahead and unlock your potential.</p></div><div>
Position Pay Range: $27.24-$35.88/hour</div></div>

Patient Service Specialist - ED - La Jolla

Avesis, Incorporated

<div><div>Join us for an exciting career with the leading provider of supplemental benefits!</div><div><br>
Our Promise</div><div><br>
Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.</div><br>
As a Customer Engagement Specialist in our Dental Medicaid Call Center, you will be the vital link between our members and their dental care needs. In this rewarding role, you&rsquo;ll provide compassionate support and expert guidance to Medicaid recipients, helping them navigate their benefits and access essential services. Your ability to address inquiries and resolve issues will directly impact the health and satisfaction of our clients, making you a key player in our mission to improve access to dental care. Join a dynamic team dedicated to making a difference in the lives of underserved communities while advancing your career in a supportive and collaborative environment!<br>
<br>
At Avesis, our team is dedicated to ensuring that Medicaid recipients have access to the dental care they need. We serve as a trusted resource, guiding members through their dental benefits and helping them understand their options. By providing clear information and addressing any questions or concerns, we empower clients to make informed decisions about their oral health. Our department's purpose is to enhance the member experience by facilitating access to vital dental services, ultimately contributing to better health outcomes in our communities. Through our commitment to customer service, we strive to support those who may face barriers in navigating the healthcare system. Candidates must be able to work 40 hours/week, Monday - Friday, with shift availability between 7:00 a.m. and 9:00 p.m. Eastern Time.<div><div><div><br>
Essential Job Functions:</div></div><div><div><div><ul><li><div>
Answer 40-60 inbound calls, responding to inquiries ranging from routine to moderate complexity.</div></li><li><div>
Capture member information accurately and update systems with complete and concise data.</div></li><li><div>
Ensure flexibility, stay organized, and comply with constantly changing programs and business rules.</div></li><li><div>
Investigate issues that cannot be resolved at the time of initial call. Collaborate with internal teams to research and follow up with the Member until a resolution occurs.</div></li><li><div>
Comfortable working in the healthcare field, with an acute awareness for privacy, confidentiality, HIPAA requirements and professionalism.</div></li><li><div>
Ability to determine proper issue escalation - joining forces with other internal departments for answers, therefore closing the loop and providing a solution for the Member.</div></li></ul></div><div></div><div><div>
Minimum Requirements:</div></div><div><ul><li><div>
High School Diploma or equivalent required.</div></li><li><div>
2+ years of experience in a healthcare customer service role.</div></li><li><div>
1+ year of experience in a high-volume call center.</div></li><li><div>
Ability to work 40 hours/week, Monday - Friday, with availability between 7:00 a.m. and 9:00 p.m. Eastern Time is required.</div></li><li><div>
Proficient computer skills including Microsoft Word, Excel, Outlook required.</div></li><li><div>
Capacity to work unencumbered and independently in a home office/virtual environment.</div></li><li><div>
Internet connection must be through a cable broadband or fiber optic internet service provider with speeds of at least 50 Mbps download/25 Mbps upload required. *No mobile hot spots permitted.</div></li><li><div>
Proficiency to navigate multiple computer software/systems and multi-screen functionality with ease.</div></li><li><div>
Demonstrated sensitivity, empathy, and compassion with Member callers.</div></li><li><div>
Able to maintain confidentiality and adhere to HIPAA requirements.</div></li><li><div>
Excellent written communication: ability to document caller interactions in a concise manner.</div></li><li><div>
Active listening skills while providing exceptional customer service.</div></li><li><div>
Excellent verbal communication skills with the ability to present information in an empathetic, clear, way. Must be adaptable, flexible, and readily able to adjust to changing situations.</div></li><li><div>
Able to apply logical thinking when evaluating problems.</div></li><li><div>
Adept to interacting with diverse populations.</div></li><li><div>
Overtime may be required at times during peak seasons.</div></li></ul><div></div><div>
Preferred Requirements</div><ul><li><div>
Associate's Degree in Business, Management, or Operations.</div></li><li><div>
2+ years of experience in dental insurance or a dental office.</div></li><li><div>
Exposure to Medicare, Medicare Advantage, or Medicaid insurance claims.</div></li><li><div>
Bilingual fluency in Spanish or other languages.</div></li></ul></div></div></div></div><div></div><div>
At Avēsis, we strive to design equitable, and competitive compensation programs. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current pay ranges for new hires in each zone are:</div><div></div>
Zone A: $16.68-$27.81
Zone B: $18.14-$30.24
Zone C: $19.55-$32.59
FLSA Status: Hourly/Non-Exempt<div></div><div>
This role may also be eligible for benefits, bonuses, and commission.</div><div></div><div>
Please visit <div>Avesis Pay Zones</div> for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.</div><div></div><div>
We Offer</div><ul><li>
Meaningful and challenging work opportunities to accelerate innovation in a secure and compliant way.</li><li>
Competitive compensation package.</li><li>
Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period.</li><li>
Life and disability insurance.</li><li>
A great 401(k) with company match.</li><li>
Tuition assistance, paid parental leave and backup family care.</li><li>
Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.</li><li>
Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.</li><li>
Employee Resource Groups that advocate for inclusion and diversity in all that we do.</li><li>
Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability.</li></ul><div></div><div>
How To Stay Safe</div><div></div><div>
Avēsis is aware of fraudulent activity by individuals falsely representing themselves as Avēsis recruiters. In some instances, these individuals may even contact applicants with a job offer letter, ask applicants to make purchases (i.e., a laptop or gift cards) from a designated vendor, have applicants fill out W-2 forms, or ask that applicants ship or send packages of goods to the company.</div><div></div><div>
Avēsis would never make such requests to applicants at any time throughout our job application process. We also would never ask applicants for personal information, such as passport numbers, bank account numbers, or social security numbers, during our process. Our recruitment process takes place by phone and via trusted business communication platform (i.e., Zoom, Webex, Microsoft Teams, etc.). Any emails from Avēsis recruiters will come from a verified email address ending in @ Avēsiscom.</div><div></div><div>
We urge all applicants to exercise caution. If something feels off about your interactions, we encourage you to suspend or cease communications. If you are unsure of the legitimacy of a communication you have received, please reach out to <div>ITsupport@Avesis.com</div>.</div><div></div><div>
To learn more about protecting yourself from fraudulent activity, please refer to this article link (<div>https://consumer.ftc.gov/articles/how-avoid-scam</div>). If you believe you were a victim of fraudulent activity, please contact your local authorities or file a complaint (Link: <div>https://reportfraud.ftc.gov/#/</div>) with the Federal Trade Commission. Avēsis is not responsible for any claims, losses, damages, or expenses resulting from unaffiliated individuals of the company or their fraudulent activity.</div><div></div><div>
Equal Employment Opportunity</div><div></div><div>
At Avēsis, We See You. We celebrate differences and are building a culture of inclusivity and diversity. We are proud to be an Equal Employment Opportunity employer that considers all qualified applicants and does not discriminate against any person based on ancestry, age, citizenship, color, creed, disability, familial status, gender, gender expression, gender identity, marital status, military or veteran status, national origin, race, religion, sexual orientation, or any other characteristic. At Avēsis, we believe that, to operate at the peak of excellence, our workforce needs to represent a rich mixture of diverse people, all focused on providing a world-class experience for our clients. We focus on recruiting, training and retaining those individuals that share similar goals. Come Dare to be Different at Avēsis, where We See You!</div></div>

Customer Engagement Specialist

Gainwell Technologies

<div>
 Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You&rsquo;ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.
 <br/>
 <br/>
 <strong>
  Summary
  <br/>
  <br/>
 </strong>
 The
 <strong>
  Healthcare Call Center Agent
 </strong>
 is responsible for providing exceptional customer service to members, providers, and other stakeholders by handling inbound and outbound calls. This role involves researching claims, verifying insurance, resolving inquiries, and ensuring compliance with healthcare regulations. The ideal candidate is empathetic, detail-oriented, and committed to delivering a positive patient experience.
 <br/>
 <br/>
 <strong>
  Your role in our mission
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Answer incoming calls promptly and professionally, addressing member inquiries, and make outbound calls as needed. Ability to remain calm and professional in high pressure situations.
  </li>
  <li>
   Accurately document all interactions in the system, ensuring records are updated and complete.
  </li>
  <li>
   Maintain confidentiality and comply with HIPAA and other healthcare regulations.
  </li>
  <li>
   Escalate complex issues to supervisors or appropriate departments when necessary.
  </li>
  <li>
   Meet or exceed performance metrics including call quality, handle time, and customer satisfaction.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What We're Looking For
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   High school diploma or equivalent required; associate degree or healthcare certification preferred.
  </li>
  <li>
   1+ year of experience in a call center or customer service role, preferably in a healthcare setting.
  </li>
  <li>
   Strong communication and active listening skills, ability to speak, read and write proficient English. Bilingual is a plus.
  </li>
  <li>
   Ability to multitask and navigate multiple systems simultaneously and proficiency in Microsoft office and call center software.
  </li>
  <li>
   Familiarity with medical terminology and insurance processes is a plus.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What You Should Expect In This Role
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Position is 100% remote
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  This posting is intended for pipelining. We will accept applications on an ongoing basis.
  <br/>
  <br/>
 </strong>
 The pay range for this position is $35,000 - $50,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You&rsquo;ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
 <br/>
 <br/>
 We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You&rsquo;ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.
 <br/>
 <br/>
 <em>
  Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
 </em>
</div>


Call Center Agent - Healthcare - Remote US

VCloud

<div>
 <p>
  <strong>
   Overview
  </strong>
 </p>
 <p>
  The Customer Experience Representative (CER) is a customer-focused professional responsible for managing inbound, outbound, chat, and email customer interactions. This position primarily supports Healthcare Providers (HCPs) and Consumers by delivering accurate and effective responses to inquiries regarding pharmaceutical products and services. The CER uses approved reference materials, product training, and healthcare expertise to provide first-call resolution or escalate issues to the appropriate external departments.
 </p>
 <p>
  Key performance metrics, including call handling and quality goals, will be assigned and periodically reviewed by the VCloud Management Team to ensure consistent achievement or exceeding of these objectives.
 </p>
 <p>
  <strong>
   Role and Responsibilities
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  &bull;Customer Interaction
 </p>
 <p>
  o Provide world-class customer service by managing inquiries to successful resolution through inbound, outbound, chat, and email interactions.
 </p>
 <p>
  o Build rapport with customers, maintaining strong internal and external customer relationships.
 </p>
 <p>
  <br/>
 </p>
 <p>
  &bull; Pharmaceutical Product Support
 </p>
 <p>
  o Offer accurate product and disease state information within the guidelines of approved call scripts or standard FAQ responses.
 </p>
 <p>
  o Communicate specific product messaging effectively and consistently as required by the client.
 </p>
 <p>
  &bull; Escalation and Compliance
 </p>
 <p>
  o Evaluate and escalate customer inquiries to external departments as appropriate.
 </p>
 <p>
  o Ensure adherence to all industry regulations, including adverse event reporting, product quality processes, and HIPAA compliance.
 </p>
 <p>
  <br/>
 </p>
 <p>
  &bull; Documentation and Reporting
 </p>
 <p>
  o Accurately record customer interactions in the CRM system or escalation forms.
 </p>
 <p>
  o Manage all project work, including call handling and after-call documentation, within the assigned timeframe.
 </p>
 <p>
  &bull; Training and Development
 </p>
 <p>
  o Complete and maintain all required training and acknowledgment logs within the specified deadlines.
 </p>
 <p>
  o Share suggestions, technical issues, and best practices with team members and supervisors.
 </p>
 <p>
  <strong>
   Qualifications and Education Requirements
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  &bull; Experience
 </p>
 <p>
  o C2 &ndash; Mastery/Proficiency in English
 </p>
 <p>
  o Minimum of 2 years of previous call center experience; required.
 </p>
 <p>
  o Previous medical background experience, such as medical education, clinical/pharmacy work history, or medical call center experience; required.
 </p>
 <p>
  o Experience providing medical information and customer service to healthcare professionals; strongly preferred.
 </p>
 <p>
  &bull; Education
 </p>
 <p>
  o Bachelor&rsquo;s degree graduate; required.
 </p>
 <p>
  o Valid, active LPN, RN, or Pharmacy license; preferred.
 </p>
</div>


Customer Experience Representative

GIG Gulf

<div>
 <p>
  <strong>
   Who we are
  </strong>
 </p>
 <p>
  GIG Gulf is part of the Gulf Insurance Group (GIG), the #1 largest regional composite insurer in the Middle East and North Africa, with presence in 13 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$ 3.83 billion and $69 million net profit for the year 2023. The majority shareholder of GIG Group is Toronto based Fairfax Financial Holding, a global leader in insurance and reinsurance with a presence in 40 markets.
 </p>
 <p>
  <br/>
 </p>
 <p>
  GIG Gulf is an &lsquo;A&rsquo; rated regional insurer with a top 5 position in each of its markets (UAE, Oman, Qatar, Bahrain). GIG Gulf has been present in the region for over 70 years with a strategic focus on both growth and investments and is a one stop shop offering a wide range of insurance products and services that cater to a broad variety of needs for corporates, SMEs and individual customers throughout UAE, Oman, Bahrain, and Qatar. GIG Gulf also owns a 50% stake in GIG Saudi. Our strategic objectives and guiding principles are focused on Regional Growth, Customer Experience and Digital Transformation.
 </p>
 <p>
  <br/>
 </p>
 <p>
  GIG Gulf has created a diverse and inclusive working environment and culture with a workforce of over 800 employees, with over 60 nationalities, across 15 branches and retail shops region-wide and over 1 million customers. GIG Gulf is a caring partner that encourages customers to achieve their goals and live an inspiring and fulfilling life. We are obsessed with customer feedback and continuously evolving to become the region&rsquo;s digital insurer of reference, committed to running our operations in a responsible, sustainable way
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job purpose:
  </strong>
 </p>
 <p>
  To ensure healthcare providers and GIG GULF valued members are dealt with effectively and efficiently across touchpoint and access channels. We are looking for a Customer Center executive who combines excellent customer service and problem-solving skills, with the ability to work both independently and as a part of a team. He/she should also have the time-management and organizational skills necessary to effectively manage multiple expectations in a fast-paced environment. It is also vital that he/she displays exceptional verbal and written communication, interpersonal and active-listening skills, as well as the ability to prioritize issues and respond accordingly.
 </p>
 <p>
  <br/>
 </p>
 <p>
  This is a diverse and skilled customer facing role where you will be responsible for resolving all customer queries to the customer's complete satisfaction without the need to refer the customer on. This will include resolving complex and challenging situations from all customer groups - individual, corporate and intermediaries.
 </p>
 <p>
  <br/>
 </p>
 <p>
  You will be a Customer Service Champion, putting the customer at the center of everything you do and putting forward ideas for the continual improvement of the customer experience.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities:
  </strong>
 </p>
 <ul>
  <li>
   Provide extraordinary service to our customers via phone, email, and other access channels
  </li>
  <li>
   Taking end to end ownership for the resolution of all customer enquiries and contacts. Manage all queries through to resolution
  </li>
  <li>
   Accurately maintaining and updating customer records on the customer management system. Ensure that records are accurately updated whenever a customer makes contact
  </li>
  <li>
   Achieving all targets for contact handling, turnaround times, quality, productivity, and many others as established by the management
  </li>
  <li>
   Being a role model for the team demonstrating outstanding personal behaviors and performance
  </li>
  <li>
   Being a Customer Service Champion. Contribute to the continuous improvement process by putting forward ideas for improvement and contributing to focus groups
  </li>
  <li>
   Handling patients, referral sources, and administrative department inquires
  </li>
  <li>
   Receiving and responding to telephone and written inquiries relating to healthcare policy benefits and claims from either private or corporate clients/policyholders.
  </li>
  <li>
   Communicating with insurance companies and prior authorization requests
  </li>
  <li>
   Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Essential Requirements:
  </strong>
 </p>
 <ul>
  <li>
   Excellent team player, independent, diligent, and responsible, with a positive attitude under pressure
  </li>
  <li>
   Previous experience in healthcare customer service / contact center operations
  </li>
  <li>
   Previous experience of a complex and multi skilled customer facing roles within a contact center setting
  </li>
  <li>
   Excellent verbal and written communication skills
  </li>
  <li>
   Computer literate
  </li>
  <li>
   The job holder should understand the different aspects of the Healthcare Platform to be able to direct queries to the relevant parties where necessary.
  </li>
  <li>
   The job holder requires a good understanding of all medical policies and the claims and reimbursement process
  </li>
  <li>
   The job holder requires a general understanding of the reasons for inclusion / exclusion of certain treatments or conditions.
  </li>
  <li>
   Language skills are an advantage in this position. The job requires proficiency in English and Arabic (written and spoken)
  </li>
 </ul>
</div>


Customer Services Executive - Healthcare ***ONLY Emiratis with family book***

Atrium Health

<p></p><div><p><b>Department:</b></p>
02190 HC Cartersville MOB 150 Gentilly Blvd - Immediate Care<p></p><p><b><br>
Status:</b>
</p>Full time<p></p><p><b><br>
Benefits Eligible:</b></p>
Yes<p></p><p><b><br>
Hou</b><b>rs Per Week:</b></p>
40<p></p><p><b><br>
Schedule Details/Additional Information:</b></p><p>
Monday - Friday, 8a-5p</p><p></p><p><b>
Pay Range</b></p>
$21.85 - $32.80<p></p><p><b>
Major Responsibilities:</b></p><ul><li>
Uses facility/provider information and established policies and procedures to seamlessly link the patient experience between PACT and the practice site.
</li><li>Uses resources and critical thinking skills to assist inbound callers. Makes outbound calls when required or when follow up is deemed necessary.
</li><li>Has the ability to recognize complex problems and questions and escalates for resolution when needed. Performs basic technical troubleshooting in connection to online applications, systems, or access as requested to resolve issues.</li><li>
Responsibilities include scheduling patient appointments and coordinating cancellations, reschedules, and additions to schedules. Obtains demographic and insurance information and verifies insurance coverage. Ensures insurance and patient information obtained is complete and accurate, updating information if necessary, applying acquired knowledge of government and third-party payer requirements.
</li><li>Completes all essential forms, obtains necessary information, such as patient demographic and insurance information. Verifies and updates the medical record with patient information.
</li><li>Identifies emergent calls based on information provided by caller and department procedures. 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.
</li><li>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.
</li><li>Provides customer service per established departmental standards as measured by patients on post call survey. Asks clarifying questions, presents options or solutions, and understands the level of complexity of the call, escalating only those situations necessary for resolution.
</li><li>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.
</li><li>Performs additional duties based on department needs.
</li><li>Maintains knowledge and efficient utilization of all information systems utilized by the department.
</li></ul><p></p><p><b>Licensure, Registration, and/or Certification Required:</b></p><ul><li>
None</li></ul><p><b>
Education Required:</b></p><ul><li>
High School Graduate</li></ul><p><b>
Experience Required:</b></p><ul><li>
Typically requires 0 -1 year experience in a call center, healthcare or other applicable customer service-related area</li></ul><p></p><p><b>
Knowledge, Skills &amp; Abilities Required:</b></p><ul><li>
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
</li><li>Basic knowledge of medical terminology is helpful but not required.
</li><li>Basic understanding of computers and desktop software packages.
</li><li>Ability to work in a fast-paced environment, handling a variety of customer/patient needs.
</li><li>Basic multitasking and problem-solving skills, as well as organization and prioritization skills.
</li><li>Ability to use/manage a multiple-line telephone system.
</li><li>Demonstrated ability for analysis, logical thinking, accuracy and concern for detail.
</li><li>Strong verbal communication skills and ability to interact with a diverse customer population.
</li><li>Ability to provide excellent customer service and follow up. Ability to communicate with customers/patients while researching and documenting the interaction on multiple systems.
</li><li>Ability to work with a variety of customers and actively listen to successfully determine the customer's needs. Ability to resolve customer issues.
</li><li>Ability to work a variety of hours based on departmental business needs.
</li></ul><p><b>Physical Requirements and Working Conditions:</b></p><ul><li>
Must have functional vision, touch, speech, and hearing.
</li><li>Required to sit most of the workday.
</li><li>Operates all equipment necessary to perform the job.
</li><li>Exposed to normal office environment and/or remote work environments
</li><li>This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.
</li></ul><p></p><p><i>This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.</i></p><p></p><p><b>
Our Commitment to You:</b></p><p></p><p>
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 &ndash; so you can live fully at and away from work, including:</p><p></p><p><b>
Compensation</b></p><ul><li>
Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training</li><li>
Premium pay such as shift, on call, and more based on a teammate's job</li><li>
Incentive pay for select positions</li><li>
Opportunity for annual increases based on performance</li></ul><p></p><p><b>
Benefits and more</b></p><ul><li>
Paid Time Off programs</li><li>
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability</li><li>
Flexible Spending Accounts for eligible health care and dependent care expenses</li><li>
Family benefits such as adoption assistance and paid parental leave</li><li>
Defined contribution retirement plans with employer match and other financial wellness programs</li><li>
Educational Assistance Program</li></ul><p></p><p><b><br>
About Advocate Health</b></p><p></p><p>
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&rsquo;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.</p><p>
</p>Acts as the first point of contact for customers reaching out to Advocate Health through established Patient Access &amp; 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.</div>

PACT Representative I

HARBIN CLINIC

<div></div><div><div><div><div><div><div><div><div><p>NC, United States<br>
Job ID: R211995
<br>
Shift: Various
<br>
Job Type: Regular
</p></div><div><div><div><div>Share: mail</div></div></div></div><div></div><div><br>
</div></div><p></p><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><p><b>Department:</b></p></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div>
12705 Enterprise Corporate - Patient Access &amp; Care Team: NC/GA Operations<p></p><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><p><b>
Status:</b>
</p></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div>Full time<p></p><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><p><b>
Benefits Eligible:</b></p></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div>
Yes<p></p><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><p><b>
Hou</b><b>rs Per Week:</b></p></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div>
40<p></p><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><p><b>
Schedule Details/Additional Information:</b></p></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div><p>
Monday-Friday 10a-7p</p><p></p><p><b>
Pay Range</b></p>
$21.85 - $32.80<p></p><p><b>
Major Responsibilities:</b></p><ul><li>
Uses facility/provider information and established policies and procedures to seamlessly link the patient experience between PACT and the practice site.
</li><li>Uses resources and critical thinking skills to assist inbound callers. Makes outbound calls when required or when follow up is deemed necessary.
</li><li>Has the ability to recognize complex problems and questions and escalates for resolution when needed. Performs basic technical troubleshooting in connection to online applications, systems, or access as requested to resolve issues.</li><li>
Responsibilities include scheduling patient appointments and coordinating cancellations, reschedules, and additions to schedules. Obtains demographic and insurance information and verifies insurance coverage. Ensures insurance and patient information obtained is complete and accurate, updating information if necessary, applying acquired knowledge of government and third-party payer requirements.
</li><li>Completes all essential forms, obtains necessary information, such as patient demographic and insurance information. Verifies and updates the medical record with patient information.
</li><li>Identifies emergent calls based on information provided by caller and department procedures. 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.
</li><li>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.
</li><li>Provides customer service per established departmental standards as measured by patients on post call survey. Asks clarifying questions, presents options or solutions, and understands the level of complexity of the call, escalating only those situations necessary for resolution.
</li><li>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.
</li><li>Performs additional duties based on department needs.
</li><li>Maintains knowledge and efficient utilization of all information systems utilized by the department.
</li></ul><p></p><p><b>Licensure, Registration, and/or Certification Required:</b></p><ul><li>
None</li></ul><p><b>
Education Required:</b></p><ul><li>
High School Graduate</li></ul><p><b>
Experience Required:</b></p><ul><li>
Typically requires 0 -1 year experience in a call center, healthcare or other applicable customer service-related area</li></ul><p></p><p><b>
Knowledge, Skills &amp; Abilities Required:</b></p><ul><li>
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
</li><li>Basic knowledge of medical terminology is helpful but not required.
</li><li>Basic understanding of computers and desktop software packages.
</li><li>Ability to work in a fast-paced environment, handling a variety of customer/patient needs.
</li><li>Basic multitasking and problem-solving skills, as well as organization and prioritization skills.
</li><li>Ability to use/manage a multiple-line telephone system.
</li><li>Demonstrated ability for analysis, logical thinking, accuracy and concern for detail.
</li><li>Strong verbal communication skills and ability to interact with a diverse customer population.
</li><li>Ability to provide excellent customer service and follow up. Ability to communicate with customers/patients while researching and documenting the interaction on multiple systems.
</li><li>Ability to work with a variety of customers and actively listen to successfully determine the customer's needs. Ability to resolve customer issues.
</li><li>Ability to work a variety of hours based on departmental business needs.
</li></ul><p><b>Physical Requirements and Working Conditions:</b></p><ul><li>
Must have functional vision, touch, speech, and hearing.
</li><li>Required to sit most of the workday.
</li><li>Operates all equipment necessary to perform the job.
</li><li>Exposed to normal office environment and/or remote work environments
</li><li>This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.
</li></ul><p></p><p><i>This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.</i></p><p></p><p><b>
Our </b><b>Commitment to You:</b></p><p></p><p>
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 &ndash; so you can live fully at and away from work, including:</p><p></p><p><b>
Compensation</b></p><ul><li>
Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training</li><li>
Premium pay such as shift, on call, and more based on a teammate's job</li><li>
Incentive pay for select positions</li><li>
Opportunity for annual increases based on performance</li></ul><p></p><p><b>
Benefits and more</b></p><ul><li>
Paid Time Off programs</li><li>
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability</li><li>
Flexible Spending Accounts for eligible health care and dependent care expenses</li><li>
Family benefits such as adoption assistance and paid parental leave</li><li>
Defined contribution retirement plans with employer match and other financial wellness programs</li><li>
Educational Assistance Program</li></ul><p></p><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><p><b>
About Advocate Health</b></p><p></p><p>
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&rsquo;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.</p></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div><p>
</p>Acts as the first point of contact for customers reaching out to Advocate Health through established Patient Access &amp; 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.</div></div></div></div></div></div></div><div></div>

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