Administrative Associate - FP Front End Operations

UNC Health Care; Chapel Hill (NC); On-site; USD 24,962 - 35,142; Full time

Job summary

UNC Health Care in Chapel Hill, NC is seeking a clerical staff member to enhance the patient experience and assist with administrative duties. Candidates must possess a high school diploma or GED and ideally, have one year of clerical experience. Proficiency in Microsoft Office is essential. The role involves scheduling appointments, verifying patient information, and maintaining compliance with regulations.

This full-time position offers a salary range of $18.12 - $25.51 per hour, depending on experience. Strong customer focus and conflict resolution skills are vital for success in this role.

Qualifications

• Minimum one year of clerical or administrative experience.
• Bachelor's or Associate's degree can substitute for experience.
• Demonstrated ability to resolve customer problems.

Responsibilities

• Schedule and reschedule patient appointments.
• Verify demographic and insurance information.
• Handle incoming calls and respond appropriately.
• Train others and complete special projects as assigned.

Skills

Customer Focus

Technical expertise

Coachability

Accountability

Fiscal responsibility

Conflict Resolution

Education

High School diploma or GED

Tools

Microsoft Office

Job description

Description

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.

Summary

May perform duties of an administrative representative but with greater autonomy and discretion. Work involves a greater knowledge of office/clinic procedures and practice, independent judgment and problem‑solving skills.

Responsibilities

• Interact with patients, visitors, and staff while complying with all UNC Health policies, HIPAA regulatory guidelines and departmental policies. Assist and respond to customer inquiries and needs in person, by phone, and/or electronic communication.
• Schedule and reschedule appointments, check in/check out all appointments, assist patients with use of kiosk if applicable, collect copayments, pre payments, and prior balances owed. Balance cash drawer, reconcile discrepancies, and secure cash payments and checks. Ensure compliance with revenue cycle and financial audit requirements.
• Verify demographic and insurance information and run insurance eligibility either before appointment or when patient is present. Scan insurance cards, photo ids, and forms. Prepare, educate, and collect patient signatures on required forms (MSPQ, Site of Service, GCT, NPP, etc.). Protect, store, and dispose of PHI as necessary. May contact insurance companies directly to verify/determine eligibility.
• May perform complex scheduling of patient appointments, often including a series of coordinated or linked appointments and/or ensuring particular time parameters are met. Scheduling from referral and orders as appropriate.
• Handle incoming calls and direct appropriately. Respond to staff messages, Epic secure chat, and emails. Attend staff and clinic meetings and manage multiple workqueues.
• May train others using written or verbal communication, coordinate and complete special projects independently or in cooperation with other groups as assigned, schedule interpreter services or patient transport needs, and other administrative duties as assigned.

Education Requirements

• High School diploma or GED

Licensure/Certification Requirements

• No licensure or certification required.

Professional Experience Requirements

• One (1) year of clerical or administrative experience.
• If Bachelor's degree, no years of experience is required.
• If Associate's degree, no years of experience is required.

Knowledge/Skills/Abilities Requirements

• Customer Focus: makes the customer and their needs their top priority and goes the extra mile to satisfy their customers. Demonstrates the ability to resolve customer problems.
• Technical expertise: understands the technical aspects of one's job, effectively uses Microsoft Office products to produce reports and documents, and demonstrates the ability to learn and master the scheduling system.
• Coachability: receptive to feedback, willing to learn and embraces continuous improvement.
• Accountability: manages performance to meet expected results and works to meet the internal/external customer requirements.
• Fiscal responsibility: understands the insurance process and seeks to make the best decision/referral in the interest of the customer.
• Conflict Resolution: uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people, finds agreement on issues, and follows through on implementation.

Job Details

Legal Employer: NC Health

Entity: Shared Services

Organization Unit: FP Front End Operations

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range: $18.12 - $25.51 per hour (Hiring Range)

Pay offers are determined by experience and internal equity.

Work Assignment Type: Onsite

Work Schedule: 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 Heath Care System. This is not a State employed position.

Equal Employment Opportunity

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 [e-mail] if you need a reasonable accommodation to search and/or to apply for a career opportunity.