PACT Representative I
$45,448–$68,224 year
On-siteKannapolis, North Carolina, United States
Job Summary
Link patient experience between PACT and practice sites by assisting inbound callers, scheduling appointments, and coordinating cancellations or reschedules. Obtain and verify demographic and insurance information, update medical records, and perform basic technical troubleshooting for online applications. Identify emergent calls requiring immediate transfer to a Registered Nurse and escalate complex problems for resolution. Resolve customer issues by asking clarifying questions, presenting solutions, and maintaining accurate documentation across multiple systems. Conduct regular reporting of provider and marketing databases while adhering to departmental standards for critical call handling and emergency procedures.
Required Qualifications
- High School Graduate
- 0 -1 year experience in a call center, healthcare or other applicable customer service-related area
- Knowledge of customer service
- Ability to follow workflows while operating in a structured environment
- Basic knowledge of medical terminology
- 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
- 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
- Ability to work a variety of hours based on departmental business needs
- Functional vision, touch, speech, and hearing
- Must reside in AL, AK, AR, AZ, DE, FL, GA, IA, ID, IN, IL, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY
Desired Qualifications
- Basic knowledge of medical terminology is helpful but not required
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