Patient Service Associate - Growing Child Pediatrics - Zebulon

About the role

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

Location: Growing Child Pediatrics – Zebulon, 116 East Horton St.

We are seeking a Patient Service Associate to participate in a variety of duties associated with daily clinic preparation, patient identification, check‑in/out, charge posting, cash management, and patient appointment scheduling.

Benefits

• $2,500 Commitment Bonus for qualifying candidates

Responsibilities

• Prepare for clinic visits by reviewing next‑day patients, completing reminder calls, and other next‑day activities (e.g., entering pre‑visit orders, identifying required paperwork, reviewing patient accounts, collecting account balances and membership fees at check‑in).
• Review all work files/work queues in Maestro and make necessary adjustments to clear patient‑account issues.
• Manage referral work queues with the goal of addressing and completing all within 24 hours of submission.
• Check out patients and make return appointments.
• Handle referrals and orders for patient appointments prior to visit and during departure.
• Answer telephone calls live.
• Assist patients with requests, cancellations, rescheduling; initiate messages via in‑basket to the designated provider or nurse (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.
• Maintain company database and communicate with patients and companies to explain programs.
• Handle internal billing system.
• Present and educate patients on financial, compliance, and authorization forms and obtain required signatures (e.g., COA/COT, MSPQ, ABN, Self‑Administered Drugs).
• Appropriately label, scan, and document to the medical record for retention.
• Modify communication to ensure patient understanding when necessary.
• Identify and collect patient financial liabilities (copay, coinsurance, deductibles, account balances); post appropriately based on payment type, amount, and method.
• During checkout, correctly identify patient; review After Visit Summary (AVS) for follow‑ups.
• Schedule return appointments; manage referrals and orders.
• Balance cash, check, and credit‑card collections at end of day; reconcile discrepancies and prepare personal deposit for cash manager per cash‑management policies.

Requirements

• Knowledge of basic grammar and mathematical principles normally acquired through high school education.
• Minimum one year of work experience directly communicating with and providing service to patients or the public.
• Experience effectively coordinating multiple tasks or activities.
• Ability to handle multiple assignments, conflicting demands, and priorities.

Schedule

Day shifts, Monday through Friday; no weekends or holidays.