Care Access Specialist - FP Front End Operations

UNC Health•Chapel Hill, NC

1d•Onsite

About The Position

The Care Access Specialist team serves as an information center and first point of contact for patients, staff, and physicians, either by phone or in person. The role supports patient registration by scheduling outpatient appointments, entering patient information, checking appointments in and out, transferring calls to appropriate personnel, and coordinating communication between business units. The position is part of FP Front End Operations and is based onsite in Chapel Hill, North Carolina.

Requirements

High school diploma or GED; a higher-level degree may satisfy this requirement.
Three years of customer service and/or clerical experience.

Responsibilities

Provide caring, positive, professional, and helpful customer service in a busy call center or outpatient clinic environment, while meeting call quality, patient registration, and scheduling standards.
Verify and maintain accurate patient information, including insurance and patient and guarantor demographics. For outpatient clinic staff, perform applicable registration, check-in/check-out, scheduling, and patient liability collection workflows.
Schedule patient appointments, attempt to reschedule cancellations when possible, and communicate cancellations to providers as needed.
Manage incoming and outgoing referrals for multiple clinics according to referral management policies and procedures.
Answer and direct telephone calls, place outbound calls, and take and deliver messages in Epic.
Support co-worker satisfaction by communicating positively, working as a team, serving as an approachable resource, and adapting to support continuous improvement.
Participate in departmental quality assurance by using system work queues, reducing individual errors, and making corrections; use work queues daily during registration to minimize errors.
Precept new co-workers as assigned.
Respond to patient messages in the two-way texting platform and answer clinic and provider in-basket messages.
Work clinic cancellation, no-show, and recall worklists.
Perform other administrative work as needed.