Care Access Representative

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:

The Care Access Representative serves as the first point of contact for the patient community, staff, and physicians. This role assists in the patient registration process by scheduling outpatient appointments, entering patient information, and transferring calls to appropriate personnel and coordinating communication between business units.

Position Overview

This role supports scheduling for the Gastroenterology service line, including new patient visits, follow-ups and clinical appointments as needed. In addition to appointment coordination, the Care Access Representative provides administrative support such as managing faxes, monitoring and responding to In Basket messages and emails, and assisting with documentation and referral workflows. The position requires strong attention to detail, effective communication skills, and close collaboration with providers, nursing, and ancillary teams to ensure timely access to care and continuity for patients.

Schedule & Work Environment

• Schedule:Monday-Friday, 8:00 a.m. - 4:30 p.m.
• Work Location:Hybrid
• Currently onsite one day per month in Chapel Hill at The Parkline building on Fordham Blvd
• Candidates should be prepared to work onsite in Chapel Hill during training or at the direction of leadership
• Some training sessions may take place in Morrisville

About the Department

• The Gastroenterology team is a highperforming, collaborative department recognized for delivering patientcentered care and maintaining strong access and scheduling outcomes
• The department values continuous improvement, teamwork, and clear communication across clinical and administrative teams

Why This Role Is Appealing

• Opportunity to support a specialized, highimpact service line with diverse scheduling and care coordination responsibilities
• Combination of scheduling and administrative duties, offering variety and professional skill development
• Collaborative environment with close partnership among schedulers, providers, nursing, and leadership
• Hybrid work schedule supporting worklife balance
• Meaningful role in improving patient access, experience, and continuity of care

Responsibilities:
1. Ensures excellent customer service by consistently demonstrating a caring, positive, professional, and helpful disposition with all customer relations in a busy, high call volume work environment. Meets call quality standards.
2. 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.
3. Answers telephones, directs calls, takes and delivers telephone encounters in Epic.
4. Schedules all new and follow-up 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 call feedback, making a personal effort to reduce individual errors, and making corrections.
7. Complete other administrative work as needed

Other information:
Education Requirements:
* High School Diploma or GED
Licensure/Certification Requirements:
Professional Experience Requirements:
* One (1) years of customer service and/or clerical experience
Knowledge/Skills/and Abilities Requirements:

Legal Employer: NC Health

Entity: Shared Services

Organization Unit: Care Access AC Faculty Physicians

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:$18.12 - $25.51 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. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.