Care Access Representative - UNC Endocrinology at Apex

Care Access Representative - UNC Endocrinology at Apex

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.

This position supports the Endocrinology & Diabetes team, a medium-sized group that works closely together and are cross-trained across multiple clinics under shared leadership.

Work Environment & Expectations:

• Fast-paced, high-volume setting
• Heavy phone-based role (averaging 6070 calls per day)
• Candidates should have some technical ability
• Experience with scheduling, EPIC, and medical terminology is strongly preferred

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.

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