[Hiring] Care Access Representative @UNC HEALTH

Role Description

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. This position supports primary care scheduling team. This is a fully remote position working Monday through Friday, 8 am - 5 pm.

• 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.
• 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.
• Performs all pertinent registration, check in/out, scheduling, patient liability collection workflows as appropriate for their location.
• Answers telephones, directs calls, places outbound calls, and takes and delivers telephone encounters in Epic.
• Schedules all patient appointments as required for a subset of clinics and attempts 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.
• Completes other administrative work as needed.

Qualifications

• High school diploma or GED required; higher-level degree may satisfy this requirement.
• One (1) year of customer service and/or clerical experience.

Requirements

• Knowledge of customer service principles and practices.
• Ability to communicate effectively with patients and staff.
• Proficiency in using computer systems and software, including Epic.

Benefits

• Competitive salary range: $18.48 - $25.89 per hour (Hiring Range).
• Full-time work schedule with standard hours of 40.00 hours per week.
• Remote work assignment.

Company Description

UNC Health is dedicated to improving the health and well-being of the communities we serve across North Carolina.