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PATIENT SERVICE ASSOCIATE- South Durham Endocrine

Company: Duke University
Location: Durham
Posted on: October 12, 2019

Job Description:

PATIENT SERVICE ASSOCIATE- South Durham Endocrine Req ID: 2137 Date: Oct 8, 2019 Location: Durham, NC, US, 27710 Personnel Area: PRIVATE DIAGNOSTIC CLINICS The Private Diagnostic Clinic (PDC)is the faculty physician practice for Duke Health. The PDC owns and operates more than 120 primary and specialty care clinics in 10 North Carolina counties. South Durham Clinic Building General Description Coordinate and participate in a variety of duties associated with daily clinic preparation process, patient identification (demographic and insurance verification), patient check-in and check-out, cash management, and patient appointment scheduling. Position also involves ancillary scheduling and preparation, referrals management, preparation for urgent same day appointments, message distribution, and customer service. Job Duties 1. Greet patients and provide directions for appointments 1a. Assist patients with locating wheelchairs and services 2. Patient check-in 2a. Identify correct patients in Maestro Care. Verify / update patient demographic and insurance as needed. Run Real Time Eligibility for any updates or changes to insurance. 2b. Complete check in - responding as needed to alerts, warnings and confirmation checks. 2c. Refer patients with financial questions to the Financial Care Counselor. 2d. Obtain signatures on forms as required and process forms. 2e. Collect co-payments, deductibles, prepayments and balances on accounts due. Patients unable to pay should be sent to the Financial Care Counselor. 2f. Coordinate all labs/procedures in accordance by physician /provider request. 3. Scheduling tests and procedures. 3a. Complete ancillary scheduling, according to physician orders. 3b. Ensure all tests and consultations are scheduled. 3c. Explain test preparations to patients 4. Cash Management 4a. Explain billing and share Financial Assistance Policy FAQs to patients according to PRMO policies. 4b. Collect patient liability (payments due to include copay, deductible, coinsurance, prepayments as appropriate and balances). 4c. Ensure that patient receives financial counseling if necessary, based on ability to pay, account status flags, billing inquiries and waiver requirements. 4e. Balance cash collections to User Batch Report daily. 4f. Reconcile cash discrepancies as required. Secure cash appropriately at all times during clinic hours. 5. Patient check-out 5a. Identify patient; review the Check Out screen or the After Visit Summary for orders (same day or future), referrals and follow up information. Schedule as appropriate. Coordinate /schedule follow up appointments. 6. Customer Service, Safety and Work Culture 6a. Interact with patients, visitors and staff in a professional manner at all times. Be available and greet patients and visitors immediately. 6b. Meet or exceed patient expectations at each encounter. Anticipate patients' needs; inform patients of delays; offer alternatives (cafeteria, reschedule). 6c. Consistently use 'Words that Work' and RELATE in daily interactions with patients, their loved ones and each other. 6c. Provide directions, organize escorts, and arrange for interpreters and taxis as needed. 6d. Follow HEART /Service Recovery as needed and elevate concerns or situations to clinic leadership as soon as possible. 6e. Contribute to a positive work environment by living Duke's values and demonstrating behaviors. 6f. Report safety issues to clinic leadership and report personal safety incidents within 24 hours of occurrence. 6g. Identify operational improvements to maximize efficiency and effectiveness of services provided. 7. Answering telephone; delivering messages to physicians, nurses and others 7a. Take complete messages, indicating time, date, caller, caller's #, name of recipient, action requested by caller. Report obtained medical information from patients and referring physicians accurately, completely and timely. 7b. Review Inbasket and for messages throughout the day and respond. 7c. Act as a liaison for individuals requesting information on clinical services, referrals, research studies as appropriate. Ensure resolution of information requests. 8. Perform downtown procedures as necessary for patient check-in and order entry. 9. Maintain printers, computers and supplies in the work area. 9a. Maintain adequate supplies at workstation. 9b. Inventory supplies and request re-order as necessary. 10. Attend staff meetings, trainings, and other clinic meetings as required. 10a. Participate in all system, regulatory and policy training. 10b. Attend PSA education sessions. 11. Comply with all regulatory and compliance policies and processes 12. Perform other related clerical duties as assigned by Service Access Manager. Knowledge, Skills, and Abilities - Strong verbal and written communication skills mandatory. - Basic PC skills. - Six months data entry experience. - Medical terminology knowledge - Knowledge and understanding of telephone etiquette. - Ability to organize and prioritize. - Ability to interact professionally, tactfully and courteously with the public and coworkers. - Ability to apply specific departmental policies, rules and regulations relating to verifying patient information, collecting payments and maintaining records and forms. - Ability to establish and maintain effective relationships with other personnel. Minimum Qualifications Education Requirements HS Diploma Experience Requirements Minimum of one year of work experience in directly communicating and providing service to patients or public; preferably in a healthcare related field. Experience in effectively coordinating multiple tasks or activities. Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status. Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas - an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values. Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department. Nearest Major Market: Durham Nearest Secondary Market: Raleigh

Keywords: Duke University, Durham , PATIENT SERVICE ASSOCIATE- South Durham Endocrine, Other , Durham, North Carolina

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