About this role
Department:
Status:
Benefits Eligible:
Hours Per Week:
Schedule Details/Additional Information:
Part-time role. Must be able to work some evenings and weekends.
Ability to work a variety of hours based on departmental business needs.
Pay Range
$21.85 - $32.80Major Responsibilities:- Provides a communication link between patients and caregivers through the use of electronic protocols, facility information, personnel lists, and relevant department policies and procedures. Accepts incoming calls (internal and external) and assists each individual appropriately based on the expressed need of the caller. Thoroughly documents all call encounters utilizing on-line information systems at the time of the call.
- Provides support by answering non-clinical questions and resolving basic non-clinical problems. Assists in analyzing customer problems in order to resolve operating difficulties resulting in workable solutions. Provides callbacks or follow-up with customers as necessary in order to maintain a successful call closure. Refers technical issues/questions to more experienced staff.
- Responsibilities include scheduling patient appointments and coordinating cancellations, reschedules, and additions to schedules. Obtains demographic and insurance information. Ensures insurance and patient information obtained is complete and accurate, updating information if necessary. Updates financial responsibility and other data when changes or additions occur, and communicates to patients as appropriate.
- Identifies emergent calls based on information provided by caller and department guidelines. Follows the process for immediate transfer to Registered Nurse for triaging or appropriate more experienced staff for resolution. Responsible for competency in and adherence to guidelines for emergency situations and critical call handling.
- Participates in the evaluation of customer satisfaction including patients, caregivers and physicians. Asks clarifying questions, presents options or solutions, and escalates to more experienced staff when needed for resolution.
- Performs duties based on department needs including: faxing, updating logs and reports, assisting with entering, gathering, organizing, and compiling data for reports. Maintains appropriate records for documentation.
- Identifies additional projects, reports, etc., which may be beneficial to the department and initiates with the approval of the leader.
Licensure, Registration, and/or Certification Required:
- None Required.
Education Required:
- High School Graduate.
Experience Required:
- Typically requires 1 year of experience in call center, healthcare or other applicable customer service related area.
Knowledge, Skills & Abilities Required:
- Knowledge of customer service/call centers.
- 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, as well as 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 converse with customers/patients while researching and documenting the call 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.
Physical Requirements and Working Conditions:
- Must have functional vision, touch, speech, and hearing.
- Required to sit a majority of the workday.
- Operates all equipment necessary to perform the job.
- Exposed to normal office environment.
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.
Our Commitment to You:
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 – so you can live fully at and away from work, including:
Compensation
- Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
- 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
Benefits and more
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
About Advocate Health
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’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.
Other facts
About American Addiction Centers
American Addiction Centers (AAC) is a nationwide network of treatment centers, offering a full continuum of care. We take a holistic approach to addiction treatment — by addressing each client as a whole person. We work to consider how factors such as an individual’s lifestyle, environment, health, and co-occurring mental health disorders may play a part in his or her addiction to drugs or alcohol. We use evidence-based treatment approaches to help individuals struggling with substance use and co-occurring mental health disorders to overcome daily struggles and establish a healthy lifestyle.
Our Mission: To restore hope and empower individuals and families impacted by the disease of addiction. United by compassion and a commitment to inclusive care, we provide a foundation for lasting recovery that saves and transforms lives.
Our Vision: To foster a world free from the stigma of addiction, where quality treatment and support are accessible for all.
American Addiction Centers is constantly building our brand and expanding our treatment services to meet the needs of those struggling with substance use and mental health disorders. In order to accomplish this, we need top talented professionals in all departments to help us not only achieve our business goals, but to also continue rescuing those battling addiction. We’d love to have your join our team! See our open positions at americanaddictioncenters.org/careers.
Community Guidelines:
We treat others with respect and communicate with courtesy. We encourage positive engagement and thoughtful dialogue. We do not tolerate defamatory, harmful messages or hate speech, directed at either the company or another individual. We respect the privacy and personal information of our team as well as community members.
We reserve the right to delete or block individuals or users who violate our guidelines.
What you'll do
- The Call Center Representative Tier 1 serves as a communication link between patients and caregivers, handling incoming calls and documenting encounters. Responsibilities include scheduling appointments, obtaining insurance information, and identifying emergent calls for appropriate escalation.
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