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Duke University

Private research university in Durham, NC

Patient Account Team Lead

Clinical Support & Patient AdministrationUpdated on Nov 14
Full-timeRaleigh, NC, USANo salary listed

About the Job

Requirements

  • A high school diploma is required; college education is preferred.
  • Four to five years of experience is required, including at least two to three years as a Financial Care Counselor or in similar work.
  • Strong verbal and written communication skills are required.
  • Basic personal computer skills are required.
  • At least six months of data entry experience is required.
  • Knowledge of medical terminology and telephone etiquette is required.
  • Ability to organize and prioritize work is required.
  • Ability to provide oral and written instructions is required.
  • Ability to interact tactfully and courteously with the public is required.
  • Ability to apply departmental policies and regulations for verifying patient information, collecting payments, and maintaining records and forms is required.
  • Ability to establish and maintain effective relationships with other personnel is required.
  • Entry-level supervisory skills, including coaching, counseling, and performance evaluation, are required.
  • Knowledge of staff planning and preceptor foundations is required.
  • Flexibility in work schedule is required to support operational needs.

Responsibilities

  • Perform the duties of a Financial Care Counselor and provide expert support.
  • Assist with planning work schedules and daily assignments for Financial Care Counselors, modifying them as needed.
  • Assist the Service Access Manager in identifying supply and resource needs and ensuring proper inventory, use, and placement.
  • Identify improvement opportunities at the hospital location, introduce and monitor initiatives to improve customer satisfaction, and help meet established metrics.
  • Support team members through operational changes by explaining their impact and rationale and responding promptly to requests for support.
  • Review revenue-cycle reports for accuracy, track and share trends and outcomes, identify system issues, provide real-time staff feedback, and discuss development opportunities and performance with the Service Access Manager.
  • Help uphold and monitor adherence to Duke University Health System policies and procedures and quality outcomes.
  • Round with team members to evaluate scripting and patient interactions, provide real-time feedback, and recognize successes.
  • Monitor hospital work queues for patients, accounts, charge review, professional billing and hospital billing claim edits; identify trends, provide feedback and training, and ensure timely account resolution.
  • Support the hospital location when the Service Access Manager is unavailable by investigating and addressing issues and escalating urgent matters to the Service Access Manager or Department Manager.
  • Communicate expectations for teamwork and collaboration and model those expectations for the team.
  • Recognize individuals' contributions and efforts to support team effectiveness.
  • Participate in interviews for new employees and provide feedback for hiring and termination decisions.
  • Support employee evaluations by providing feedback to the Service Access Manager about team members' participation in continued learning and performance.
  • Motivate, train, and coach employees on performance opportunities and successes.
  • Assist with departmental orientation checklists, assign or provide training, and monitor new employees' progress.
  • Assess assigned new hires and Financial Care Counselor trainees, providing ongoing feedback, training, and coaching.
  • Share departmental procedures and updates with the team regularly.
  • Communicate clear, concise, and accurate messages that inform staff and prompt action.
  • Participate in monthly staff meetings.
  • Participate in Duke Quality Initiatives and huddles, assist with root-cause analysis, and support leadership in responding to quality and safety events.
  • Attend, participate in, and lead training activities and group meetings.
  • Follow downtime procedures during system outages and ensure revenue-cycle staff follow applicable processes.
  • Support and train staff on new technology implementations and ensure adherence to policies and procedures.
  • Address team issues considerately and promptly.
  • Follow policies and procedures for imprest cash and end-of-day deposits.
  • Participate in ongoing internal-control audits and ensure team compliance.
  • Maintain patient privacy, confidentiality, safety, and clean, well-maintained work areas.
  • Follow regulatory and compliance policies and model professional behaviors and Duke values.
  • Perform other duties as assigned by Hospital Service Access leadership.

Desired Qualifications

  • College education is preferred.

About the Company

Duke University

Private research university in Durham, NC

Duke University is a research university offering undergraduate, graduate, and professional education alongside interdisciplinary research and health care.

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