Care Access Representative

UNC REX Healthcare; Chapel Hill (NC); Hybrid; USD 38,000 - 54,000; Full time

Job summary

UNC Health in North Carolina is seeking a Care Access Representative to be the first point of contact for patients, staff, and physicians. The role supports registration, scheduling, and transfer of calls in a busy outpatient setting.

The position entails handling insurance verification, demographics, and coordinating communication across departments using Epic. A high school diploma or GED is required, with 1 year of customer service experience preferred.

Qualifications

• High school diploma or GED required; higher-level degree may satisfy this requirement.
• 1 year of customer service and/or clerical experience.
• Experience in a busy call center or outpatient clinical environment preferred.

Responsibilities

• Acts as first point of contact for patients, staff, and physicians by phone or in person.
• Schedules outpatient appointments and assists in patient registration.
• Enters patient information and checks patients in/out.
• Transfers calls to appropriate personnel and coordinates communication between business units.
• Verifies insurance information and demographics to ensure accuracy for billing.
• Participates in QA to reduce errors and improve processes.
• Performs miscellaneous administrative tasks as needed.

Skills

Customer service

Clerical skills

Phone support

Education

High school diploma or GED

Tools

Epic

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

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.

Responsibilities

• Ensures excellent customer service by consistently demonstrating a caring, positive, professional, and helpful disposition with all customer relations in a busycall center or outpatient clinical environment Meets call quality, patient registration, and scheduling standards.
• 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 liabillity collection workflows as appropriate for their location.
• Staff will answer telephones, directs calls, place outbound calls, and take and deliver telephone encounters in Epic.
• Schedules all 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 feedback, making a personal effort to reduce individual errors, and making corrections.
• Complete other administrative work as needed

Other Information

Education Requirements

• High school diploma or GED required; higher-level degree may satisfy this requirement.

Professional Experience Requirements

• One (1) years of customer service and/or clerical experience

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 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 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.