Care Access Representative - Campus Health

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 the UNC Health Access Center supporting Campus Health, a high-impact team focused on improving access and patient experience for a diverse student population. This role partners closely with clinic teams to manage scheduling, handle inbound calls, and support streamlined access to care.

Schedule:

• Monday-Friday, 8:00 AM - 5:00 PM
• Hybrid role with both remote work and onsite support required (schedule determined by team needs and onboarding phase)

About the Team

• Part of the centralized Access Center serving primary care and specialty services across UNC Health
• Known for strong collaboration with clinic partners and a focus on innovative scheduling workflows (e.g., guided scheduling initiatives)
• Plays a key role in improving access, reducing delays, and enhancing the overall patient experience

Why This Role Stands Out

• Direct impact on access for Campus Health and student care
• Opportunity to work within a high-performing, evolving contact center environment
• Exposure to new technologies and process improvements shaping the future of scheduling at UNC Health
• Supportive team culture with a strong focus on training, consistency, and growth

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
Licensure/Certification Requirements:
Professional Experience Requirements:
* One (1) years of customer service and/or clerical experience
Knowledge/Skills/and Abilities Requirements:

Legal Employer: STATE

Entity: UNC Faculty Physicians

Organization Unit: FP Family Medicine Campus Health Passthrough

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:$18.12 - $25.51 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Onsite

Work Schedule: Day Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: No

This is a State position employed by UNC Health Care System with UNC Health benefits. If, however, you are presently an employee of another North Carolina agency and currently participate in TSERS or the ORP, you will be eligible to continue participating in those plans at UNC Health.

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.