Care Access Representative

UNC Health Care; Chapel Hill (NC); Hybrid; USD 25,000 - 36,000; Full time

Job summary

UNC Health Care in Chapel Hill seeks a Care Access Representative to be the first point of contact for patients, staff, and physicians. You will schedule outpatient appointments, enter patient data, check in/out, and route calls to the right teams.

Work is hybrid, 40 hours weekly, 8:00 AM–4:30 PM, with occasional onsite days. A high school diploma or GED and at least one year of customer service or clerical experience are required; Epic familiarity is a plus.

Qualifications

• High school diploma or GED required.
• 1 year of customer service and/or clerical experience.
• Experience with Epic workflows preferred.
• Ability to schedule outpatient appointments and verify insurance.

Responsibilities

• Ensure excellent customer service in busy call center or outpatient setting.
• Verify key patient information to ensure safety and billing accuracy.
• Follow Epic-based scheduling and registration workflows.
• Schedule patient appointments across clinics and reschedule when possible.
• Be a positive, collaborative team member.
• Participate in QA by applying feedback and reducing errors.
• Complete other administrative work as needed.

Skills

Customer service

Communication

Team player

Attention to detail

Empathy

Scheduling

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.

Key Responsibilities:

• 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

Responsibilities:

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 Requirements:
● High school diploma or GED required; higher-level degree may satisfy this requirement.
Licensure/Certification Requirements:
Professional Experience Requirements:
● One (1) years of customer service and/or clerical experience
Knowledge/Skills/and Abilities Requirements:

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