Patient Access & Support Specialist

Responsibilities

• Fronting patient calls for nurse triage and identifying conditions needing urgent intervention.
• Researching and recommending UNC Health Care System providers to new and existing patients based on their needs and preferences.
• Registering new patients, scheduling, canceling, rescheduling and confirming patient appointments for UNC Health Care System primary care and specialty care facilities across the state and collaborating with internal departments and external entities with a goal of providing the right care at the right time.
• Providing administrative front desk support for the UNC Virtual Practice: Schedule management, support with identifying appropriate care access, troubleshoot common issues and provide one call resolutions, document and route patient care needs, maintain strict privacy protocols on digital platform.
• Coordinating communications between medical professionals for consultation and patient care follow up to ensure patients are receiving timely care.
• Participating in special projects to add value to the department and its support of the UNC Health Care system in a collaborative and respectful way to meet our organizational goals.
• Maintaining awareness of higher call volumes and taking appropriate action to prioritize and address call waiting queues in order to meet our departmental service level commitments to provide timely patient care and exceptional patient experiences.
• Accurately document the details of all incoming and outbound calls in real time in Epic in accordance with standard operating procedures (SOPs).
• Demonstrate a high level of customer service support related to multiple services and telecommunication line offerings including but not limited to: RN Triage support, system access navigation, primary and specialty care scheduling, and virtual front desk support.

Requirements

• High School degree or GED required.
• If Bachelor’s degree, one (1) year of customer service experience, preferably in a health care/patient centered setting.
• If Associates degree, three (3) years of customer service experience, preferably in a health care/patient centered setting.
• If High School degree, five (5) years of customer service experience, preferably in a health care/patient centered setting.
• Strong verbal and written communication skills with a focus on patient centered care to meet patient and departmental needs; professionalism, active listening, rapport building, facilitating, empathy, conflict resolution, complaint management, and problem solving.
• Provides open, positive mission-focused communication, direction and assistance to all internal and external customers. Express initiative, teamwork and a good attitude. Shows interest and self-motivation.
• Ability to work effectively in fast-paced, constantly changing, demanding work environment while maintaining strong critical thinking, communication, and organizational skills.
• Assumes additional responsibilities while also identifying situations that need 2nd level review/escalation.
• Familiarity with Microsoft Office programs
• Strong personal computer and technology skills (including typing)
• To maintain awareness of numerous databases simultaneously
• The ability to shift priorities
• Must gain knowledge of the UNC Health Care System and all services we support as well as familiarity with some medical terminology during training.
• Must gain knowledge of and proficiency in following protocols.

Qualifications

• Education Requirements: High School degree or GED required.
• Licensure/Certification Requirements: Not specified.
• Professional Experience Requirements: See above.
• Knowledge/Skills/and Abilities Requirements: See above.