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Care Access Specialist

Job ID: 8608
Location: Chapel Hill, NC
Facility/Division: Shared Services
Status: Full Time
Shift: Day Job

Did you know UNC Health has Ranked #2 Most Trusted Healthcare Brand in the U.S.? The UNC Health brand was ranked as the #4 healthcare brand in the United States overall and the #2 most trusted healthcare brand, just after Johns Hopkins and before Mass General. Join our One-Great-Team!

Job Description

Description

Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:
The Care Access Specialist serves as the information center and first point of contact for the patient community. The Virtual Care Access Specialist, provides technical & visit preparation support to patients in a virtual care setting. This role assists patients to ensure they are prepared for their virtual visit with guidance on navigating through My UNC Chart and technical support for video and phone connection. 

Responsibilities:

1. Ensures excellent customer service by consistently demonstrating a caring, positive, professional, and helpful disposition with all customer relations. Meets call quality standards. 

2. Works with clinic and or work queue to schedule patient support call prior to video visit 

3. Assists with My UNC Chart set up and patient navigation as needed 

4. Guides patients through process expected on day of virtual visit 

5. Tests audio, video connection, network bandwidth connection for patient 

6. Advises patients on best conditions to perform video visit; recommends telephone or in-person visit if requirements for successful video visit are not met 

7. Provides overview of patient guidelines for video visits 

8. Provides on-demand technology support & trouble shooting for patients when needed 

9. 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. 

10. Schedules all new and follow-up patient support calls as necessary. Attempt to reschedule cancellations whenever possible. Communicates cancellations to clinic as necessary. 

11. Enhances co-worker satisfaction by being self-motivated, a positive communicator, team player, and a willing and approachable resource to other co-workers. Demonstrates willingness to change to ensure continuous improvement. 

12. Effectively precepts new co-workers as assigned. 


Other Information

Other information:
Education Requirements:
● High School Diploma or GED
Licensure/Certification Requirements:
Professional Experience Requirements:
● Two (2) years of customer service and/or clerical experience required.
Knowledge/Skills/and Abilities Requirements: 

Ability to perform the essential functions of the position as outlined above. Demonstrated effective communication and interpersonal skills. Demonstrated ability to engage positively with patients and families and to work as a team with staff and clinics. Ability to use a computer to document required information into the electronic medical record. Customer-focused orientation. Proficiency with technology; adept at trouble-shooting/problem-solving technology necessary for video and phone visits Ability to help patient connection to video in any health care setting, fulfilling a tele-presenter type of role 


Job Details

Legal Employer: NCHEALTH

Entity: UNC REX Healthcare

Organization Unit: Virtual Care Center - Admin 

Work Type: Full Time

Standard Hours Per Week: 40.00

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. This is not a State employed position.
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Diversity Statement

The UNC Health System and the UNC School of Medicine are committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling our UNC Health vision of improving the health of all North Carolinians.

Equal Employment Opportunity

UNC Health is an equal opportunity employer. As such, UNC Health offers equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, genetic information, disability, sexual orientation, gender identity or political affiliation.

To verify employment eligibility, UNC Health is committed to Form I-9 and the E-Verify process. Learn further E-Verify details in English or Spanish.

UNC Health supports your right to work. View the Right to Work Statement in English or Spanish.