Patient Service Associate - Signature Care

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.

Duke Health Integrated Practice

Duke Health Integrated Practice comprises more than 110 primary and specialty outpatient clinics, extending the reach of Duke Health's mission across the state of North Carolina.

$2,500 Commitment Bonus for qualifying candidates!

2,500 Commitment Bonus for qualifying candidates!

JOB LOCATION

Signature Care at the Center for Living - 3475 Erwin Rd

*May require float coverage to our Duke Signature Care South Durham location on occasion when other team members are away, on vacation, etc.

JOB SUMMARY

We are seeking a PATIENT SERVICE ASSOCIATE for our Signature Care clinic at 3475 Erwin Rd. in Durham to serve as the first point of contact for our patients upon arrival for appointments. This role includes participation 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. May require occasional float coverage to other Signature Care clinic location based on need, which also supports Travel Vaccine clinic (South Durham location.)

JOB DUTIES AND RESPONSIBILITIES

• Collaborate with patients, care providers, and external resources to coordinate care that is timely and supportive of Primary Care Medical Home (PCMH) initiatives.
• Prepare for clinic visits by reviewing next day patients, completing reminder calls, and other next day activities to include but not limited too- entering pre-visit orders, identifying required paperwork, reviewing patient accounts and be prepared to collect on account balances and membership fees.
• Check-in on arrival, double identifiers for patient verification, and update all demographics in Maestro. Make all necessary edits. Present patients with any required forms for visits. Complete all Maestro check-in fields and clear all maestro alerts. Check-out patients and make return appointments.
• Open daily cash management batch for collecting payments and close each batch at the end of each business day adhering to all cash management processes and policies
• Review all work files/work queues in Maestro and make sure to make all necessary adjustments/changes to clear any issues related to the patient account.
• Manage the Signature Care order and referral work queues with the goal that all will be addressed and completed within 24 hours of submission.
• Explain billing to patients according to PRMO credit and collection policies. Handle internal billing system for internal concierge fees.
• Answer telephone live. Assist patients with request, cancellations, reschedule; and/or initiate message via in basket to the designated provider or nurse. Retrieve any unanswered calls via Centracomm answering portal and return the patients call same business day. Enter all phone encounters via Maestro as necessary.
• Maintain log for faxes and scan documents into EPIC
• Handle special provider requests and projects.

JOB ELIGIBILITY REQUIREMENTS

• Requires knowledge of basic grammar and mathematical principles normally acquired through high school education
• Minimum of one year of work experience in directly communicating and providing service to patients or public is required.
• Experience in effectively coordinating multiple tasks or activities is required.

JOB HOURS

Position hours for this role may be 8:00am-4:30pm or 7:30am-4:00pm Monday to Friday to ensure clinic coverage.