Online Chat Support ADF Medical Services Inc. We're hiring a motivated and professional Online Chat Support agent to deliver fast and friendly assistance to our patients and clients through our digital platform. If you enjoy helping people and communicating online — we want to hear from you. Role: Online Chat Support Agent 📁 Department: Customer Support & Patient Services 📍 Location: Fully Remote 🕐 Type: Full-Time / Part-Time What You'll Do: - Engage patients and clients through our online chat system in real time - Answer questions related to services, appointments, billing, and general inquiries - Manage multiple active chat sessions with speed, accuracy, and professionalism - Record and document all interactions accurately in our CRM system - Escalate sensitive or unresolved issues to the appropriate team promptly - Follow company communication guidelines and service quality standards - Maintain strict patient confidentiality in compliance with HIPAA regulations What We're Looking For: - 1+ year of online chat or customer service experience - Strong written communication and grammar skills - Typing speed of 45+ WPM with high accuracy - Ability to handle multiple chats simultaneously with composure - Comfortable using chat tools, CRM platforms, and cloud-based systems - Reliable high-speed internet and a dedicated quiet workspace - Healthcare or medical background is a plus but not required What We Offer: - Competitive pay - Health, dental & vision benefits (full-time employees) - Paid time off & paid holidays - Flexible shift options including evenings and weekends - Supportive team environment and ongoing coaching - Career growth opportunities within ADF Medical Services

Department: 10336 Enterprise Revenue Cycle - Revenue Cycle Scheduling Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: Monday-Friday, 8:30am-5:30pm. Pay Range $21.85 - $32.80 The Pre‑Service Scheduler plays a vital role in delivering an exceptional patient experience by ensuring timely, accurate, and courteous scheduling of outpatient diagnostic testing and procedures. In this remote position, you will serve as a key point of contact for patients, physician offices, and clinical departments—helping coordinate care, remove barriers to access, and ensure patients are fully prepared for their appointments. This role requires strong attention to detail, excellent communication skills, and the ability to work independently in a fast‑paced, high‑volume environment. If you are passionate about patient service, enjoy problem‑solving, and thrive in a structured yet dynamic setting, this role offers meaningful impact and growth opportunity. Essential Functions - Provide prompt, professional, and courteous service to patients, physicians, physician office staff, and hospital departments. - Interview patients to accurately assess scheduling needs and coordinate appointments for outpatient diagnostic testing and procedures. - Accurately collect, analyze, and document patient demographic, insurance, financial, and clinical information from multiple sources. - Utilize computerized central scheduling systems to schedule appointments efficiently while preventing conflicts and ensuring proper test sequencing. - Enter and maintain complete and accurate patient registration data within established policy timeframes. - Inform patients of insurance requirements, pre‑payment financial obligations, and assist with financial transactions as applicable. - Complete Medicare Questionnaires for all Medicare patients and maintain working knowledge of Medicare, Medicaid, and third‑party payer requirements, including pre‑authorization and referral guidelines. - Obtain and accurately transcribe provider orders for scheduled outpatient exams. - Provide patients with clear and accurate preparation and arrival instructions prior to scheduled exams. - Maintain knowledge of Advocate Aurora Health department operations to appropriately address or route patient and staff inquiries. - Actively participate in staff meetings, training sessions, group projects, and continuing education to maintain competency and support departmental improvement initiatives. - Attend all mandatory in‑services and complete required safety and skills competencies. - Maintain strict confidentiality of patient information in compliance with HIPAA and organizational policies. Education & Experience - High school diploma or equivalent required. - One (1) year of experience in healthcare, insurance, call center, or customer service environment typically required. - Experience working with patient registration, scheduling systems, or insurance verification preferred. - Ability to work independently in a high‑volume, high‑stress environment while meeting deadlines and prioritizing work effectively. - Strong problem‑solving skills with the ability to analyze information, identify issues, and draw logical conclusions. - General computer proficiency and comfort working across multiple systems and applications. 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.

• Responsible for taking inbound calls and processing mail directed from the queue; • Typical inbound interactions include but are not limited to: Assisting clients and members with billing questions, account updates and corrections, report reviews, advising of cancellation and freeze policy and resolving disputes. • Research member accounts to ensure all requests received are as outlined by the club; • Communicate with clients and members when documentation is not correct. • Responsible for accurately noting each account with the interaction content • Maintain individual standards: Meet minimum QA goal of 95%; Minimum schedule adherence of 95%; Maintain an average talk time of 300 seconds or less; Maintain an average mail time of 390 seconds or less; Maintain an acceptable error percentage • Maintain departmental standards • Any other duties as assigned by Manager or management • Regular and reliable attendance required

• Respond promptly to customer inquiries through chat, email, and phone. • Troubleshoot and resolve common technical and account-related issues. • Escalate complex cases to Tier II or other departments as needed. • Maintain accurate and detailed records of customer interactions and resolutions. • Develop a strong understanding of SQUIRE’s products and services to provide effective support. • Deliver excellent service by ensuring a positive and professional customer experience. • Identify recurring issues and share feedback with the team to improve processes. • Contribute to maintaining and updating internal knowledge base articles.