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 Specialist II works in partnership with the Access Center management team to meet the goals, practices, and mission of the Access Center. This role helps to further promote the Access Center staff and exhibits exceptional customer service with both patients, providers, and the clinics the Access Center supports.

Responsibilities:

1.Supports and motivates Care Access Specialists. Demonstrates excellent customer service by consistently demonstrating a caring, positive, professional, and helpful disposition with all customer relations. Effectively precepts new co-workers as assigned.
2.Acts as a liaison between the Access Center and clinic operational team leads to regularly report access updates and help problem solve potential barriers.
3.Answers telephones, directs calls, takes and delivers messages in Epic. Assists with handling escalated patient and provider calls or concerns.
4. 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.
5. Assists in managing staff schedules to ensure staffing levels support call volumes and meeting referral metrics, and identifies training opportunities for staff.
6. Oversees incoming and outgoing referrals for multiple clinics. Follows referral management policies and procedures. Organizes data and gives daily and weekly status updates to Access Center management team.
7. Actively participates in departmental QA by utilizing system work queues, making a personal effort to reduce individual errors, and making corrections. Utilizes system work queues as a daily part of the registration process to minimize errors. Assists in monitoring calls for quality assurance.
8. Investigates ways to improve work procedures and the department.
9. Act as subject matter expert on complex and technical workflows

Other Information

Other information:
Education Requirements:
● High School diploma or equivalent.
Licensure/Certification Requirements:
● None required.
Professional Experience Requirements:
● Five (5) years of customer service and/or clerical experience required in a call center, and/or customer service business environment
● Minimum of one-year satisfactory work experience in UNC Health scheduling is preferred
● Minimum of two years Epic experience
Knowledge/Skills/and Abilities Requirements:
● Outstanding interpersonal communication and customer service skills and ability to work both independently and as part of a team required.
● Extensive experience with EPIC Cadence platform preferred.
● Proficiency with Microsoft Office suite products, especially Excel and Word is preferred.

Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Patient Access Center - CASI

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range: $19.59 - $27.84 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Remote

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

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.