Patient Service Associate - Duke Cancer Center Raleigh
Duke University Health System
Application
Details
Posted: 15-Oct-24
Location: Raleigh, North Carolina
Salary: Open
Categories:
Admin / Clerical
Internal Number: 246687
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.
About Duke Health's Patient Revenue Management Organization
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.
The Patient Service Associate is an integral part of the pat ient careteam in the clinic /service area andis responsible for patient registration activities including patientidentification, demographic and insuranceupdates, check-in, check-out, point of service collections(dedu ctible,copay, coinsuranceand balances), referral and order management, a ndappointmentscheduling according to establishedpolicies and procedures. ThePatient ServiceAssociate is responsiblefor living Duke#s values andde monstrating expected behaviors while contributing to creating apositivep atient experience andbuilding a positive work environment. The PatientS ervice Associatewill maintain a professional imagein appearance and over the phone. The Patient Service Associatecontributes to ensuring theregi stration desk and waiting areas safeguard patient privacy,confidentialit yand safety and are wellmaintained and clean. 1. Preparation forcli nic 5%1a. Review listing of today#s patients and next day patients(Dep artment AppointmentReport #DAR)Complete prior preparation activitiesasre quired byclinic / department area.1b. Manage clinic work queues follow ing appropriate policiesand procedures.Missing Registration items that c an becleared for patients priortoor at arrivalReferral work queuesOrder s work queue1c. Obtain Imprest cash bag 2. Patient check-in - 20%2a. Identify correct patients in Maestro Care. Verify / updatepatientdemo graphic andinsurance dataas needed. Run RTE (RealTime Eligibility) for a ny updates orchanges to insurance.2b. Complete check in # responding as needed to alerts, warnings andconfirmation checks.2c. Refer patients w ith financial questions to the Financial CareCounselor.2d. Presentand e ducate patients on required forms (MSPQ, COA/COT,ABN). Obtain signature son forms as required and process forms per policy.2e. Collectco-paymen ts, deductibles, prepayments and balances onaccounts due; postpaymentsco rrectly in Maestro Care. Provide receipt. Patients unable topay should b e sent to the FinancialCare Counselor.2f. Coordinate all labs/proced pr ocedures. 20%3a. Complete ancillary scheduling accurately, accordingdure s in accordance by physician/provider request. 3. Schedulingtestsanto p hysicianorders.3b. Ensure all tests and consultations are scheduledin th e correctsequence.3c. Explain testpreparations to patients, according to standardpractice instructions. 4. Cash Management 4%4a.Explain billing and share Financial Assistance Policy FAQs topatientsaccording to PRMOpolicies.4b. Collect patient liability (payments due toincludecopay,dedu ctible,coinsurance, prepayments asappropriate and balances).4c. Ensure t hat patient receives financial counseling if necessary,based onability t o pay,account status flags, billinginquiries and waiverrequirements.4e. Balance cash collections to User Batch Report daily.4f. Reconcilecash d iscrepancies as required.4g. Secure cash appropriately atall times du ring clinichours. Return cash bag at end of shift toCashManager.5. Patient check-out (as applicable) 20%5a. Identify patient;review the Check Out screen or the After VisitSummary (AVS)fororders (sameday or future), referrals and follow up information.Schedule asappropriate.Coordinate / schedule follow up appointments ensuringcorrect appointment type, locati on,providerand referring physician, as applicable. 6.Customer Service, Safety and Work Culture -20%6a.Interact with patients, visitors and staf fin a professionalmanner at alltimes. Be availableand greet patients an dvisitors immediately upon presentation.6b. Meet or exceed patient ex pectations at each encounter.Anticipatepatients'needs; informpatientsof delays; offer alternatives (cafeteria, reschedule).6c. Consistently us e #Words that Work# and RELATE in dailyinteractions with patients, their lovedones and each other.6c. Provide directions, organize escorts, an d arrange forinterpreters and taxis asneeded.6d.Follow HEART /Service Re covery as needed and elevateconcerns orsituations to clinicleadership as soon as possible.6e.Contribute to a positivework environment by livingD uke#svalues and demonstratingexpectedbehaviors.6f. Report safety issu es timely to clinicleadership andreport personal safety incidents withi n24hours of occurrence.6g. Identifyoperational improvements to maximize efficiencyand effectiveness ofservices provided. Communicate opportunit ies tomanagement.7. Answering telephone; delivering messages to physici ans, nurses andothers # 3% 7a. Take complete messages, indicating tim e, date, caller,caller's#, name of recipient,action requested by caller, initials of messenger.Report obtained medicalinformation from patients and referring physiciansaccurately, completely and timely. 7b. Dissemi nate messages according to practice communicationstandards7c. Review I nbasket for messages throughout the day andrespond perclinic policy andp rocedure.7d. Act as a liaison for individuals requesting information on clinicalservices, referrals,researchstudiesas appropriate. Ensure resolu tionofinformation requests. 8.Perform downtown procedures as necessary for patient check-in andorderentry. 9.Maintain printers, computers and s upplies in the work area.-1%9a. Changepaper, cartridges andmanage paper jams in printers andfaxes.9b. Maintain adequate supplies at workstation .9c. Inventory supplies and requestre-order as necessary. 10. Attend m eetings and training sessions. 5%10a. Attend staff meetings and other cl inic meetings as requested. 10b.Participate in all system,regulatory and policy training.10c. Attend PSA education sessions. 11. Comply with all regulatory and compliance policiesand processes1% 12. Perform otherrel ated clerical dutiesas assigned byServiceAccess Manager. 1%
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Minimum Qualifications
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 activities. providing service to patients or public; preferably in a healthcare related field. Experience in effectively coordinating multiple tasks or
Degrees, Licensures, Certifications
N/A
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Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob 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.
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