Scheduling/Customer Service Representative

UNC REX Healthcare; Chapel Hill (NC); Hybrid; USD 26,000 - 37,000; Full time

Job summary

UNC Health Care System is seeking staff to support imaging scheduling and care coordination in a hybrid, full-time role in Chapel Hill, NC. Responsibilities include handling inbound/outbound calls, reviewing orders, and ensuring accurate scheduling and documentation.

The position requires a high school diploma or GED and about one year of related experience or training; medical terminology is a plus, with strong customer service skills emphasized.

Qualifications

• High school diploma or GED required; higher-level degree may satisfy this requirement.
• One year of related experience or training required.

Responsibilities

• Receive inbound calls to the call center for scheduling/canceling/rescheduling imaging appointments.
• Receive imaging orders via departmental fax and imaging scheduling Epic work queues.
• Review imaging orders for scheduling information.
• Review referral/order information for accuracy and communicate with clinic providers when order changes are needed.
• Scan referrals/orders from outside providers into the patient's Epic record.
• Acquire Release of Information form for outside imaging and send it to Imaging Exchange when appropriate.
• Communicate with radiologists and clinic providers regarding procedural review and approval.
• Make outbound scheduling calls to patients with active orders in Epic work queues.
• Provide imaging exam/procedural prep information when scheduling exams.
• Prepare procedure paperwork for scheduled imaging procedures.
• Participate in care coordination with clinics/departments for imaging services.
• Review insurance authorization for services and cancel or reschedule as appropriate.
• Prepare and mail the imaging result letter to the patient as appropriate.
• May train others using verbal and written communication.
• May serve as first level of response to customer inquiries and complaints by phone.
• Represents UNC Health Care System with internal and external customers.

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: Works collaboratively to ensure accuracy and completeness of scheduled procedures.

Hours: Monday - Friday; 8:30am - 5:00pm

Responsibilities

• 1. Receive inbound calls to the call center for scheduling/canceling/rescheduling imaging appointments
• 2. Receive imaging orders via departmental fax and imaging scheduling Epic work queues
• 3. Review imaging orders for pertinent scheduling information
• 4. Review referral/order information for accuracy and communicate with clinic providers when order changes/corrections are needed
• 5. Scan referrals/orders from outside providers into the patient's Epic record
• 6. Acquire the Release of Information form for pertinent outside imaging and send it to Imaging Exchange when appropriate
• 7. Communicate with radiologists and clinic providers when appropriate in regard to procedural review and approval
• 8. Make outbound scheduling calls to patients with active orders in the imaging scheduling Epic work queues
• 9. Provide imaging exam/procedural prep information when scheduling the imaging exam or imaging procedure appointment
• 10. Prepare procedure paperwork for scheduled imaging procedures when appropriate
• 11. Participate in care coordination with clinics/departments for imaging services
• 12. Review insurance authorization for approved/denied services and cancel or reschedule as appropriate
• 13. Prepare and mail the imaging result letter to the patient as appropriate
• 14. May train others using verbal and written communication
• 15. May serve as the first level of response to customer inquiries and complaints by phone
• 16. Represents UNCHCS with internal and/or external customers in regard to accomplishing organizational goals

Other Information

Education Requirements:

• High school diploma or GED required; higher-level degree may satisfy this requirement. One year of related experience or training required.

Licensure/Certification Requirements:

• No licensure or certification required.

Professional Experience Requirements:

• Prefer experience in healthcare setting with exposure to patient registration or scheduling, or insurance authorization processes. Requires exceptional customer service and organizational skills. Medical terminology desired.

Knowledge/Skills/and Abilities Requirements:

LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. MATHEMATICAL SKILLS Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to define problems, collect data or information, establish facts, and draw valid conclusions. Ability to develop independent solutions.

Job Details

Legal Employer: STATE

Entity: UNC Medical Center

Organization Unit: Imaging Support Svcs Hedrick

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:$19.12 - $27.17 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 is a State position employed by UNC Health Care System with UNC Health benefits. If, however, you are presently an employee of another North Carolina agency and currently participate in TSERS or the ORP, you will be eligible to continue participating in those plans at UNC Health.

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.