Patient Service Associate-Duke Cancer Center Raleigh

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.

The Patient Revenue Management Organization is the 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 for Duke Health.

About the Role

Coordinate and 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. This position also involves customer service, message distribution, ancillary scheduling, and referrals management.

Responsibilities

• Prepare for clinic visits by reviewing next-day patients and completing next-day preparation activities.
• Enter pre-visit orders and prepare new patient charts.
• Pick up X-rays, office charts, medical records, reports, petty cash, and collections bag.
• File history sheets, ancillary reports, and all other required patient record documentation.
• Return medical records.
• Attach HIPAA/Medicare documents to the encounter forms.
• Check-in patients upon arrival in the practice and identify correct patient information in Maestro Care.
• Verify and edit patient demographic data in Maestro Care as needed.
• Accurately identify the appropriate account for patient visits.
• Present and educate patients on required forms and obtain signatures as required by policy and procedure.
• Complete all Maestro Care check-in files and manage all appropriate alerts.
• Collect and post co-payments and balances on accounts due.
• Imprint all patient-specific chart documents and requisition/transmittal documents.
• Copy, file, and distribute insurance cards as indicated by procedure.
• Coordinate all labs/procedures as requested.
• Maintain private physician office charts.
• Prepare encounter forms and investigate/account for missing encounter forms.
• Audit encounter forms for completeness and accuracy before batching.
• Batch encounter forms or charge posting in Maestro Care.
• Schedule tests and procedures.
• Complete and distribute ancillary service requisitions.
• Explain billing to patients according to PRMO credit and collection policies.
• Determine the amount of cash to be collected based on insurance plan.
• Check-out patients and make return appointments by scheduling patients into the correct appointment type.
• Enter primary care physician or referring physician information and schedule tests and procedures.
• Answer telephone, take and deliver messages to physicians, nurses, and others.
• Report obtained medical information from patients and referring physicians accurately, completely, and timely.
• Disseminate messages according to practice communication standards.

Requirements

• Strong verbal and written communication skills.
• 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.
• Ability to apply specific departmental policies, rules, and regulations relating to verifying patient information, collecting payments, and maintaining records and forms.

Qualifications

• High school education or equivalent.
• Minimum of 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.