[Hiring] Senior Care Access Specialist @UNC HEALTH

Role Description

The MyChart Help Desk Specialist provides patient-facing technical and customer support for the MyChart patient portal. This role assists patients with navigating MyChart, resolving access and technical issues, and responding to CRM messages submitted through the portal. The specialist also supports the Care Line by assisting new patients with scheduling appointments with a primary care provider (PCP). In addition, the position manages assigned workqueues related to prospective patients and CRM message in-basket requests to ensure timely follow-up and support.

Schedule: Monday-Friday, 8:00 AM-5:00 PM

Location: Fully Remote

• Supports and motivates Care Access Specialists.
• Demonstrates excellent customer service by consistently demonstrating a caring, positive, professional, and helpful disposition with all customer relations.
• Effectively precepts new co-workers as assigned.
• Acts as a liaison between the Access Center and clinic operational team leads to regularly report access updates and help problem solve potential barriers.
• Answers telephones, directs calls, takes and delivers messages in Epic.
• Assists with handling escalated patient and provider calls or concerns.
• Ensures and verifies key patient information (insurance verification, patient and guarantor demographics, etc.) is current and accurate.
• Assists in managing staff schedules to ensure staffing levels support call volumes and meeting referral metrics.
• Identifies training opportunities for staff.
• Oversees incoming and outgoing referrals for multiple clinics.
• Follows referral management policies and procedures.
• Organizes data and gives daily and weekly status updates to Access Center management team.
• Actively participates in departmental QA by utilizing system work queues.
• Investigates ways to improve work procedures and the department.
• Acts as subject matter expert on complex and technical workflows.

Qualifications

• High School diploma or equivalent.

Requirements

• Five (5) years of customer service and/or clerical experience required in a call center, and/or customer service business environment.
• Minimum of one-year satisfactory work experience in UNC Health scheduling is preferred.
• Minimum of two years Epic experience.
• Outstanding interpersonal communication and customer service skills and ability to work both independently and as part of a team required.
• Extensive experience with EPIC Cadence platform preferred.
• Proficiency with Microsoft Office suite products, especially Excel and Word is preferred.

Benefits

• Salary Range: $19.98 - $28.54 per hour (Hiring Range).
• Pay offers are determined by experience and internal equity.