Patient Service Associate

Patient Service Associate

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health's fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions.

Schedule : Monday-Friday with rotational Saturday clinic, main hours 8 : 30am-5 : 00pm or last clinic patient (time may vary based on clinic volume and appt time), but no later than 6 : 00pm.

General Description of the Job Class :

Coordinate and participate in a variety of duties associated with daily clinic preparation process, patient identification, patient check in / out, charge posting, cash management and patient appointment scheduling. Position also involves customer service, message distribution, ancillary scheduling and preparation and referrals management.

Duties and Responsibilities of this Level :

Prepare for clinic visits by reviewing the next day patients and completing next day preparation activities. Enter pre-visit orders and prepare new patient charts. Pick up X-rays, office charts, medical records, reports, petty cash, and collections bag. File history sheets, ancillary reports, and all other required patient record documentation. Return medical records. Attach HIPPA / Medicare documents to the encounter forms.

Check-in patient upon arrival in the practice. Identify correct patient information in Maestro Care. Verify patient demographic data. Edit Maestro Care as needed. Accurately identify the appropriate account for patient visits. Present and educate patients on required forms and obtain signature as required by policy and procedure. Completes all Maestro Care check-in files and manages all appropriate alerts. Collect and post co-payments and balances on accounts due. Imprint all patient specific chart documents and requisition / transmittal documents. Copy, file, and distribute insurance cards as indicated by procedure. Coordinate all labs / procedures as requested. Maintain private physician office charts.

Prepare encounter forms. Investigate and account for missing encounter forms. Audit encounter forms for completeness and accuracy before batching. Batches encounter forms or charge posting in Maestro Care.

Schedule tests and procedures. Complete and distribute ancillary service requisitions.

Explain billing to patients according to PRMO credit and collection policies. Determine the amount of cash to be collected based on insurance plan.

Check-out patients. Make return appointments by scheduling patients into the correct appointment type, entering the primary care physician or referring physician and scheduling tests and procedures.

Answer telephone, take and deliver messages to physicians, nurses, and others. Report obtained medical information from patients and referring physicians accurately, completely, and timely. Disseminate messages according to practice communication standards.

Required Qualifications at this Level :

Education : Work requires knowledge of basic grammar and mathematical principles normally acquired through high school education.

Experience : Minimum of one year of work experience in directly communicating and providing services to patients or the public; preferably in a healthcare related field. Experience in effectively coordinating multiple tasks or activities.

Degrees, Licensure, and / or Certification : N / A

Knowledge, Skills, and Abilities :

Strong verbal and written communication. Basic PC and data entry skills. Knowledge of medical terminology and telephone etiquette. Bilingual or fluent Spanish speaking candidates are highly preferred.

Demonstrated ability to organize and prioritize work, provide oral and written instructions, interact tactfully with customers, and establish and maintain effective relationships with others.

Must be able to apply specific departmental policies, rules and regulations relating to verifying patient information, collecting payments, and maintaining records and forms.

Duke is an 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 (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideasan 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.