Patient Service Associate - Information Services

Commitment Bonus: $2,500 (2 equal installments over 12 months- 6-month increments) 

Work Arrangement - On-site 

Shift: 6:00 am - 2:30 pm, working every other weekend as part of a rotation schedule 

Occ Summary

Coordinate and participate in a variety of management-related duties. scheduling. Position also involves customer service, message daily clinic preparation process, patient identification, patient check in/out, charge posting, cash management and patient appointment distribution, ancillary scheduling and preparation and referrals.

Work Performed

• Ability to use Maestro to assist with patient and visitor wayfinding. Actively meet, greet and assist patients, guests, and colleagues with general patient information and wayfinding (May be assigned to multiple locations within the same workday based upon need)
• The ability to walk and stand for long periods (not a stationary position)
• The ability to independently walk to various Duke clinics and hospital locations in a wayfinding capacity
• Must possess a professional appearance and manner
• Follow HIPPA privacy policy guidelines
• Able to access patient information
• Assist as needed on the patient information phone line using the Cisco system
• Identify patients who have special needs (obtain wheelchairs and/or arrange wheelchair transport through patient transport)
• Take special requests, document/log information and forward to the Concierge for resolution
• Forward any patient advocacy concerns to the Patient Visitor Relations staff
• Demonstrate excellent verbal communication skills and the ability to function with empathy, friendliness and compassion when interacting with patients, guests, and vendors
• Ability to exercise judgment to accurately triage inquiries 
• Flexibility with hours, evenings, weekends, and holidays required 

Knowledge, Skills and Abilities

Strong verbal and written communication. Basic PC and data entry skills. Knowledge of medical terminology and telephone etiquette. Demonstrated ability to organize and prioritize work, provide oral and written instructions, interact tactfully with customers and establish and maintain effective relationships with others. Must be able to apply specific departmental policies, rules and regulations relating to verifying patient information, collecting payments and maintaining records and forms.

Minimum Qualifications

Education

Work requires knowledge of basic grammar and mathematical principles, normally acquired through high school education

Experience

One year of work experience in directly communicating and providing service to patients or the public, preferably in a healthcare-related field. Experience in effectively coordinating multiple tasks or activities.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: