Care Access Representative

Description

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.

Summary:

Join UNC Health's Urology team and play a key role in helping patients access specialized urologic care across a growing, high-volume specialty practice. This position supports patients, providers, and clinical teams by coordinating appointments, managing scheduling requests, and ensuring a seamless patient experience from initial contact through follow-up care.

What makes this role unique:

• Supports a specialty practice focused on comprehensive urologic care.
• Serves as an important connection between patients and providers, helping patients navigate their care journey.
• Fast-paced, collaborative environment with opportunities to develop expertise in specialty scheduling and patient access.
• Works closely with providers, nurses, clinic staff, and our centralized scheduling team to improve patient access and continuity of care.
• Contributes directly to patient satisfaction and operational success by helping patients receive timely care.

• Monday through Friday
• Standard business hours (8am - 5pm)
• Hybrid work model: combination of onsite and remote work
• Onsite expectation: typically, once a month in person and training phase (in-person)

• High-performing Urology program with a strong focus on preventive care and patient outcomes
• Collaborative, team-based environment with experienced providers and support staff
• Opportunity to work in a specialty that plays a vital role in early cancer detection and treatment
• Streamlined workflows and supportive leadership focused on continuous improvement

This is an excellent opportunity for someone who enjoys helping patients, thrives in a team-oriented environment, and wants to make a meaningful impact on access to specialty healthcare services.

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 required; higher-level degree may satisfy this requirement.
Licensure/Certification Requirements:
Professional Experience Requirements:
* One (1) years of customer service and/or clerical experience
Knowledge/Skills/and Abilities Requirements:

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Care Access AC Faculty Physicians

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:$18.48 - $25.89 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.