Health Care Call Center Representative

About the role

Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina. This role supports the UNC Health Billing Customer Service Call Center, handling high-volume inbound patient calls—averaging 45–60 calls per day and contributing to over 40,000 monthly contacts. Calls range from simple payment transactions to complex billing inquiries involving insurance, Explanation of Benefits (EOBs), estate matters, and collections. This is a call center representative position with a structured schedule in a high-pressure environment, supporting both hospital and physician billing (HB and PB).

Responsibilities

• Respond to inbound calls regarding billing inquiries, payments, insurance, and financial assistance.
• Assist patients with:
  • Making payments and setting up payment plans.
  • Understanding EOBs and insurance billing.
  • Requesting itemized bills and verifying coverage.
  • Payroll deductions, refunds, and charity care applications.
  • Estate-related billing and collections.
• Initiate outreach to provide resolution, collect on delinquent accounts, and follow up on high-balance accounts.
• Support MyUNCChart messages, written correspondence, and other self-pay workflows as needed.
• De-escalate patient relations regarding billing concerns, including charge validation and payment reconciliation.
• Document all interactions in CRM systems and follow up on unresolved issues.
• Maintain strict HIPAA compliance and patient confidentiality.

Training & Work Environment

• Training: 6–8 weeks of structured onboarding, primarily remote via Webex, with required on-camera participation. Onsite days in Morrisville or Chapel Hill, NC, may be required based on performance.
• Work Schedule:
  • Monday–Thursday: 8:00 AM – 6:00 PM (30 or 60-minute lunch as assigned).
  • Friday: 8:00 AM – 12:00 Noon.

  Note: Schedule is fixed due to high call volume; this is not a flexible schedule.

• Work Model: Remote with possible onsite attendance based on training, performance, and other criteria.

Requirements

• Education: High school diploma or GED.
• Professional Experience: Two (2) years of experience in hospital or physician insurance-related activities (Authorization, Billing, Follow-Up, Call-Center, or Collections).

Skills

• Excellent interpersonal, verbal, and written communication skills.
• Excellent listening and organizational skills.
• Advanced knowledge of UB-04, HCFA-1500, and Explanation of Benefits (EOB) interpretation.
• Intermediate knowledge of CPT and ICD-9 codes.
• Advanced knowledge of insurance billing, collections, and insurance terminology.
• Ability to work in a fast-paced environment and prioritize multiple tasks.
• Familiarity with healthcare terminology and customer service skills.
• Computer proficiency: MS Word, Excel, and Outlook.
• Knowledge of 3rd party reimbursements from insurance companies and government payers is a plus.

Pay

Salary Range: $18.84 - $26.77 per hour (Hiring Range). Pay offers are determined by experience and internal equity.

Schedule

• Standard Hours Per Week: 40.00
• Work Assignment Type: Hybrid
• Exempt From Overtime: No