Patient Access Representative - ECU Peds General Peds Clinic

Phone Hub Specialist

The Phone Hub Specialist serves as the first point of contact for patients and families, managing high-volume inbound and outbound calls to support scheduling, registration, and general inquiries. This role is responsible for delivering accurate information, ensuring timely call handling, and supporting overall patient access operations.

Key Responsibilities:

• Answer and manage inbound calls in a fast-paced contact center environment
• Schedule, reschedule, and cancel appointments across multiple service lines
• Verify and update patient demographics in accordance with policy
• Route calls appropriately and escalate issues when needed
• Document all interactions accurately in the system
• Support referral coordination and follow-up as assigned
• Maintain call quality, productivity, and service level expectations

Qualifications:

• Prior experience in a call center, healthcare access, or customer service role preferred
• Strong communication and multitasking skills
• Ability to navigate multiple systems while maintaining accuracy
• High attention to detail and professionalism under pressure

About ECU Health Medical Center:

ECU Health Medical Center, one of four academic medical centers in North Carolina, is the 974-bed flagship hospital for ECU Health and serves as the primary teaching hospital for The Brody School of Medicine at East Carolina University. ECU Health Medical Center has achieved Magnet designation twice and provides acute and intermediate care, rehabilitation and outpatient health services to a 29-county region that is home to more than 1.4 million people.

General Statement:

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position. Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification. We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant's qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.