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.
PREPARATION FOR CLINIC:
Review listing of today's patients andnext day patients (Department Appointment Report -DAR). Prepare cl ipboards and paperwork for patients.Manage clinic work queues following appropriate policies and procedures. Missing Registration items that c anbecleared for patients prior to or atarrival Referral work queues, or ders work queue Obtain Imprest cash bag
PATIENT CHECK-IN: < /u>
Identify correct patients in Maestro Care. Verify/upd ate patient demographic and insurance data. Run RTE (Real Time Eligibil ity) for any updates or changes to insurance. Complete check in -respon ding as needed to alerts, warnings and confirmation checks. Referpatient swith insurance issues or financial questions to the FinancialCare Coun selor. Present and educate patients on required forms (MSPQ,COA/COT, AB N). Obtain signatures on forms as required and process formsper policy. Collect co-payments, deductibles, prepayments and balanceson accounts d ue; make patient aware of outstanding balances, post payments correctly in Maestro Care. Provide receipt. Patients unable to payshould be sent to the Financial Care Counselor. Coordinate all labs/doctors' appointme nts/infusions/procedures in accordance by physician /provider request. Ask patient if they have a port and make sure patientis scheduled in t he correct lab. Give new patients, new patient paperwork. Print approp riate armband for patient. Ask patient to verify information on armband using double identifiers. Place armband on patient anddirect patient wh ere to wait. If patient is noticed to have problems ambulating, place fa ll risk band on patient as well. Select the correctevent button accordi ng to clinic. Ensure the patient is in an arrived status. Promptly sche dule add-ons as requested by clinical staff. Schedule outpatient hospit alservice patient (OPHS) using clinical guidelinese.
SCHEDULI. Select the correct length of infusion based on clinical infusion guidNG TEST/PROCEDURES span>: Complete ancillary sch eduling accurately, according to physician ordersby calling the appropr iate call center/hub. Ensure all tests and consultations are scheduledi n the correct sequence. Explain test preparations to patients, acc ording to standard practice instructions.
CASH MANAGEMENT: Explain billing and shareFinancial Assistance Policy FAQs to patients according to PRMO policies. Collect patient liability (p ayments due to include copay, deductible, coinsurance, prepayments as a ppropriate and balances). Ensure that patient receives financial c ounseling if necessary; based on ability to pay, account status flags, billing inquiries and waiver requirements. Balance cashcollection s to User Batch Report daily. Reconcile cash discrepancies as requir ed. Secure cash appropriately at all times during clinic hours. Re turn cash bag at end of shift toCash Manager.
PATIENT CHECK-OUT: Hematology Oncology and Surgical Oncolog y:
Identify patient; review the Check Out scr een or the After Visit Summary (AVS ) for orders (same day orfuture), r eferrals and follow up information. Schedule as appropriate.Coordinate/s chedule follow up appointments ensuring correct appointment type, locat ion, providers and referringphysician, as applicable. Schedule infusion /injection in appropriate time slot in accordance with thelean taas mod el and the infusion clinical staffs written instructions.Make sure all appointments are in correct sequence (Lab/MD/Infusion/Scans) and make p atient aware of upcoming appointments prior to them leaving. Promptly s chedule patients from referrals in the referral workqueue.
Radiation Oncology:
The primary focus is to be responsible for checking-in patie nts, verifying insurance,collecting co-pays, schedulingappointments, ans wering telephones, relay phone messages via written communication to nu rsing staff, opening and sorting mail, receive packages, scan documents and scheduling all appointments ( daily treatment, CT simulations, ret urn MD visits and any recurring visits). Must ensureappointments are cor rect in EPIC system as well as ARIA.
CUSTOMER SERVICE:< /u> Interact with patients, visitors andstaff in a professio nal manner at all times. Be available and greet patients and visitors i mmediately upon presentation. Meet or exceedpatient expectations at each encounter.Anticipate patients' needs; inform patients of delays ; offer alternatives (cafeteria, reschedule).Provide directions, organi ze escorts, and arrange for interpreters and taxisas needed. Cont ribute to a positive work environment by living Duke's values and demons trating expectedbehaviors. Report safety issues timely to clinic leadership and report personal safety incidentswithin 24 hours of occur rence. Identifyoperational improvements to maximize efficiency and effe ctiveness of services provided. Communicate opportunities to management .
ANSWERING PHONES/INBASKET/JABBER MESSAGES:
Answering telephone; deliveringmessages to physicians, nu rses and others. Take complete messages,indicating time, date, cal ler, callers, name of recipient, action requested by caller, initials o f messenger. Report obtained medical information from patients and refe rring physicians accurately, completely and timely. Disseminate m essages according to practice communication standards. Review In basket and jabber messages throughout the dayand respond per clinic pol icy andprocedure. Act as a liaison forindividuals requesting infor mationon clinical services, referrals, research studies as appropriate. Ensure resolution of information requests
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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 topatients 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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