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The Care Access Representative serves as the first point of contact for the patient community, staff, and physicians either over the phone or in person. This role assists in the patient registration process by scheduling outpatient appointments, entering patient information, checking appointments in and out, and transferring calls to appropriate personnel and coordinating communication between business units. Key
Schedule GI procedures, including screening and diagnostic endoscopies, in a high-volume environment Provide patients with clear preparation instructions and pre-procedure requirements Coordinate with providers, anesthesia teams, and clinical staff to optimize procedure schedules Verify insurance coverage, obtain authorizations, and ensure compliance with payer requirements Maintain accurate patient records within the electronic health system Serve as a primary point of contact for patients, answering questions and addressing concerns with professionalism and empathy Schedule & Work Environment: Monday – Friday, 8:00 AM – 4:30 pm Hybrid work model: combination of onsite and remote work Onsite expectation: typically once a month in person and training phase (in-person) Team & Department Highlights: High-performing GI program with a strong focus on preventive care and patient outcomes Collaborative, team-based environment with experienced providers and support staff Opportunity to work in a specialty that plays a vital role in early cancer detection and treatment Streamlined workflows and supportive leadership focused on continuous improvement
1. Ensures excellent customer service by consistently demonstrating a caring, positive, professional, and helpful disposition with all customer relations in a busy call center or outpatient clinical environment Meets call quality, patient registration, and scheduling standards. 2. Call center staff 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. Outpatient clinic staff will perform all pertinent registration, check in/out, scheduling, patient liability collection workflows as appropriate for their location. 3. Staff will answer telephones, directs calls, place outbound calls, and take and deliver telephone encounters in Epic. 4.
Schedules all patient appointments as required for a subset of clinics. Attempt to reschedule cancellations whenever possible. 5. Enhances co-worker satisfaction by being self-motivated, a positive communicator, team player, and a willing and approachable resource to other co-workers 6.
Actively participates in departmental QA by applying feedback, making a personal effort to reduce individual errors, and making corrections. 7. Complete other administrative work as needed Other Information Other information: Education
• High school diploma or GED required; higher-level degree may satisfy this requirement. Licensure/Certification
Professional Experience
• One (1) years of customer service and/or clerical experience Knowledge/Skills/and Abilities
Job Details Legal Employer: NCHEALTH Entity: Shared Services Organization Unit: Care Access AC Faculty Physicians Work Type: Full Time Standard Hours Per Week: 40.00 Salary Range: $18.48 - $25.89 per hour (Hiring Range) Pay offers are determined by experience and internal equity Work Assignment Type: Hybrid Work
Day Job Location of Job: US:NC:Chapel Hill Exempt From Overtime: Exempt: 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.
Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation. UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities.
Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.