Care Access Representative

Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina.

About the role

The Care Access Representative serves as the first point of contact for the patient community, staff, and physicians. This role assists in the patient registration process by scheduling outpatient appointments, entering patient information, and transferring calls to appropriate personnel and coordinating communication between business units. This position supports the UNC Otolaryngology Clinic.

Schedule

Monday - Friday, 8:00 am - 4:30 pm
Hybrid schedule

Job Expectations

• High call volume, expecting 60-80 calls per day
• Primary duty will include answering incoming calls

Responsibilities

• Ensures excellent customer service by consistently demonstrating a caring, positive, professional, and helpful disposition with all customer relations in a busy, high call volume work environment.
• Meets call quality standards.
• Ensures and verifies key patient information (insurance verification, patient and guarantor demographics, etc.) is current and accurate to ensure patient safety, charging, coding, insurance processing, and billing accuracy.
• Follows patient scheduling established workflows in Epic.
• Answers telephones, directs calls, takes and delivers telephone encounters in Epic.
• Schedules all new and follow-up patient appointments as required for a subset of clinics.
• Attempt to reschedule cancellations whenever possible.
• Enhances co-worker satisfaction by being self-motivated, a positive communicator, team player, and a willing and approachable resource to other co-workers.
• Actively participates in departmental QA by applying call feedback, making a personal effort to reduce individual errors, and making corrections.
• Complete other administrative work as needed.

Requirements

• High School Diploma or GED
• One (1) year of customer service and/or clerical experience

Pay

$18.48 - $25.89 per hour (Hiring Range)

Pay offers are determined by experience and internal equity.

Job Details

• Full Time
• Standard Hours Per Week: 40.00
• Work Assignment Type: Hybrid
• Work Schedule: Day
• Job Location: US:NC:Chapel Hill
• Exempt From Overtime: No

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.