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.

Duke Health Integrated Practice

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

$2,500 Commitment Bonus for qualifying candidates!

JOB LOCATION

Growing Child Pediatrics - Zebulon - 116 East Horton St

JOB SUMMARY

We are seeking a Patient Service Associate to 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.

JOB DUTIES AND RESPONSIBILITIES

• 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 at check in. 
• 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 referral work queues with the goal that all will be addressed and completed within 24 hours of submission. 
• Checkout patients and make return appointments. Handle referrals and orders for patient appointments prior to visit and during their departure. 
• Answer telephone calls live.  Assist patients with request, cancellations, reschedule; and/or initiate message via in-basket to the designated provider or nurse.  The patients call same business day.  Enter all phone encounters via Maestro as necessary. 
• Maintain logs for faxes and scan documents into EPIC. 
• Handle special projects for providers. 
• Keep up company database and talk with patients and companies to explain our program. 
• Handle internal billing system. 
• Present and educate patients on financial, compliance, and authorization forms and obtain all necessary signatures as required per policy. (For example, COA/COT, MSPQ, ABN, and Self-Administered Drugs.) Appropriately label, scan, and document to medical record for retention. Modify communication to ensure patient understanding if necessary.  
• Identify and collect patient financial liabilities (copay, coinsurance, deductibles, account balance); post appropriately based on payment type, payment amount and method of payment. 
• During checkout process, correctly identify patient; review After Visit Summary (AVS) for patient follow-ups.  Schedule return appointments; manage referrals and orders.   
• Balance cash, check, and credit card collections at the end of each day; reconcile discrepancies and prepare personal deposit for cash manager according to cash management policies. 

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. 

• Must be able to handle multiple assignments, conflicting demands & priorities. 

JOB HOURS

The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays.