Care Access Representative

UNC Health; North Carolina; Hybrid; USD 25,000 - 36,000; Full time

Job summary

UNC Health in Chapel Hill, NC, is seeking a Care Access Representative to greet patients, schedule outpatient appointments, and coordinate communications across care teams. The role involves patient registration, data entry, and ensuring scheduling accuracy in Epic, with a focus on compassionate, efficient service.

Hybrid work arrangement with on-site and remote days, typical 40-hour week, and responsibilities across registration, verification, and patient communication to support a high-volume

Qualifications

• Minimum of 1 year of customer service and/or clerical experience.
• Experience in a high-volume call center or outpatient setting preferred.
• Strong communication and administrative skills.

Responsibilities

• Provide first contact for patients by phone or in person and schedule appointments.
• Verify patient information and insurance details; enter into Epic.
• Register patients, check in/out, and manage scheduling workflows.
• Answer calls, direct calls, and document encounters in Epic.
• Maintain accurate patient records and ensure data integrity.
• Support team with QA and process improvements.

Skills

Customer service

Education

High school diploma or GED

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, 8:0 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

• 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.
• 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.
• 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

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

Equal Opportunity Statement

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.

Accommodations

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.