Duke Clinical Research Institute
Patient Account Team Lead - DUH Periop
Duke Clinical Research Institute, Durham, North Carolina, United States, 27703
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.
About Duke Health's Patient Revenue Management Organization Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health's 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.
ONSITE POSITION: 10-Hour Shifts (8:00 AM - 6:30 PM) The Patient Account Team Lead is an integral part of the patient care team in the hospital locations. In coordination with the Service Access Manager, the Lead ensures the work is accomplished effectively in adherence to all policy and procedures. The Lead is the first line support for the Financial Care Counselors (FCC) within the hospital locations and provides support when the Service Access Manager is unavailable, escalating any urgent issues to the Department Manager. The Lead should be fully competent and able to perform the duties of the FCC. The Lead will be responsible for providing support and oversight of the daily registration and financial counseling activities to ensure adherence to these processes, and will collaborate with the Service Access Manager to provide real‑time coaching and feedback for the FCCs. The Lead will also support the Service Access Manager in overseeing revenue cycle front‑end related activities such as patient registration, scheduling, arrival, point‑of‑service collections, cash management, work queue management, financial counseling, and training as well as patient and workflow coordination.
The Patient Account Team Lead is expected to follow all regulatory and compliance policies. The Lead is also responsible for modeling and living Duke's values and demonstrating expected behaviors while contributing to creating a positive patient experience and building a positive work environment. The Lead will model professional behaviors at all times, ensure the registration desk and waiting areas safeguard patient privacy, confidentiality and safety, and maintain work areas that are well‑maintained and clean. The Lead will maintain an open and accepting character that allows others to express their views, recognize the unique contributions of each team member, respond positively and respectfully, consistently model professional behaviors that inspire others, create relevant options for addressing problems/opportunities as they arise, identify constraints and risks associated with those options, act decisively, follow through and debrief with the Service Access Manager and/or Department Manager to evaluate overall effectiveness, and be confident in decision‑making skills.
Duties and responsibilities include all those required of the Financial Care Counselor as well as:
Fully competent in duties of an FCC and able to provide expert support.
Flexible in work schedule to support operational needs.
Assist in planning work schedules and daily assignments of FCCs and modify as needed.
Assist the Service Access Manager with identifying the need for additional supplies, resources, and ensuring proper inventory, use and placement.
Proactively identify areas of opportunity within the hospital location, introduce, and monitor initiatives to improve internal and external customer satisfaction to ensure that established metrics are met.
Respond positively to change; recognize how the change will affect work, clearly explain why the change was made, and respond quickly to provide support for team members.
Review revenue cycle related reports for accuracy, track and share trends, outcomes, identify system issues, provide real‑time feedback to staff, and discuss developmental opportunities and performance with the Service Access Manager.
Assist the Service Access Manager to uphold DUHS policy and procedures; monitor these procedures to ensure adherence and high‑quality outcomes.
Actively round with team members to evaluate scripting and patient interaction, provide real‑time feedback on opportunities, and recognize successes.
Daily monitoring of hospital work queues: Patient, Account, Charge Review, PB and HB Claim Edits, to identify trends, provide feedback and training to employees, and ensure timely account resolution.
Provide support for the hospital location when the Service Access Manager is unavailable, investigate issues and take action; escalating any urgent issues to the Service Access Manager/Department Manager.
Support the Service Access Manager in communicating expectations for teamwork and collaboration, present to the team as a model example.
Give credit and acknowledge contributions and efforts of individuals ensuring team effectiveness.
Participate in the interview process of new employees; provide feedback for hiring and termination decisions.
Aid in employee evaluation by providing Service Access Manager feedback on team member willingness to actively participate in continued learning and performance.
Actively motivate, train, and coach employees on work performance opportunities and successes.
Assist the Service Access Manager in departmental orientation checklists of new employees, providing/assigning training, and monitor progress of new employees.
Assess the performance of assigned new hires and/or on‑boarded (Financial Care Counselors); provide ongoing feedback, training, and coaching.
Share departmental procedures/updates with their team on a regular basis.
Deliver accurate, clear and concise messages that are informative and influence staff to take action.
Play an active role in the monthly staff meetings.
Commit to Duke Quality Initiatives, participate in huddles, assist with root cause analysis, and support Department Leadership with swarming on quality/safety events.
Attend, participate, and lead training activities and group meetings.
Participate appropriately in downtime procedures when activated and ensure processes are appropriately followed by revenue cycle staff in the event of a system outage (phone, EHR, credit card, etc.).
Understand, support, and train processes related to new technology implementations while ensuring adherence to policy and procedures.
Manage team issues in a considerate and timely manner.
Follow policy and procedures as it relates to Imprest Cash and End of Day deposits.
Participate in ongoing internal control audits and ensure the team members are compliant.
Perform other duties as assigned by Hospital Service Access leadership.
General Description of Job Class Required Qualifications at this Level
Education:
High School Diploma (minimum), college preferred.
Degrees, Licensure, and/or Certification:
None required.
Experience:
4-5 years' experience, minimum of 2-3 years' experience as an FCC or similar experience.
Knowledge, Skills and Abilities:
Strong verbal and written communication skills mandatory.
Basic PC skills.
Minimum six months data entry experience.
Medical terminology knowledge.
Knowledge and understanding of telephone etiquette.
Ability to organize and prioritize.
Ability to provide oral and written instructions.
Ability to interact tactfully and courteously with the public.
Ability to apply specific departmental policies, rules and regulations relating to verifying patient information, collecting payments and maintaining records and forms.
Ability to establish and maintain effective relationships with other personnel.
Entry level supervisory skills (coaching/counseling, performance evaluation).
Knowledge of staff planning.
Preceptor foundations.
Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.
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:
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
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About Duke Health's Patient Revenue Management Organization Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health's 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.
ONSITE POSITION: 10-Hour Shifts (8:00 AM - 6:30 PM) The Patient Account Team Lead is an integral part of the patient care team in the hospital locations. In coordination with the Service Access Manager, the Lead ensures the work is accomplished effectively in adherence to all policy and procedures. The Lead is the first line support for the Financial Care Counselors (FCC) within the hospital locations and provides support when the Service Access Manager is unavailable, escalating any urgent issues to the Department Manager. The Lead should be fully competent and able to perform the duties of the FCC. The Lead will be responsible for providing support and oversight of the daily registration and financial counseling activities to ensure adherence to these processes, and will collaborate with the Service Access Manager to provide real‑time coaching and feedback for the FCCs. The Lead will also support the Service Access Manager in overseeing revenue cycle front‑end related activities such as patient registration, scheduling, arrival, point‑of‑service collections, cash management, work queue management, financial counseling, and training as well as patient and workflow coordination.
The Patient Account Team Lead is expected to follow all regulatory and compliance policies. The Lead is also responsible for modeling and living Duke's values and demonstrating expected behaviors while contributing to creating a positive patient experience and building a positive work environment. The Lead will model professional behaviors at all times, ensure the registration desk and waiting areas safeguard patient privacy, confidentiality and safety, and maintain work areas that are well‑maintained and clean. The Lead will maintain an open and accepting character that allows others to express their views, recognize the unique contributions of each team member, respond positively and respectfully, consistently model professional behaviors that inspire others, create relevant options for addressing problems/opportunities as they arise, identify constraints and risks associated with those options, act decisively, follow through and debrief with the Service Access Manager and/or Department Manager to evaluate overall effectiveness, and be confident in decision‑making skills.
Duties and responsibilities include all those required of the Financial Care Counselor as well as:
Fully competent in duties of an FCC and able to provide expert support.
Flexible in work schedule to support operational needs.
Assist in planning work schedules and daily assignments of FCCs and modify as needed.
Assist the Service Access Manager with identifying the need for additional supplies, resources, and ensuring proper inventory, use and placement.
Proactively identify areas of opportunity within the hospital location, introduce, and monitor initiatives to improve internal and external customer satisfaction to ensure that established metrics are met.
Respond positively to change; recognize how the change will affect work, clearly explain why the change was made, and respond quickly to provide support for team members.
Review revenue cycle related reports for accuracy, track and share trends, outcomes, identify system issues, provide real‑time feedback to staff, and discuss developmental opportunities and performance with the Service Access Manager.
Assist the Service Access Manager to uphold DUHS policy and procedures; monitor these procedures to ensure adherence and high‑quality outcomes.
Actively round with team members to evaluate scripting and patient interaction, provide real‑time feedback on opportunities, and recognize successes.
Daily monitoring of hospital work queues: Patient, Account, Charge Review, PB and HB Claim Edits, to identify trends, provide feedback and training to employees, and ensure timely account resolution.
Provide support for the hospital location when the Service Access Manager is unavailable, investigate issues and take action; escalating any urgent issues to the Service Access Manager/Department Manager.
Support the Service Access Manager in communicating expectations for teamwork and collaboration, present to the team as a model example.
Give credit and acknowledge contributions and efforts of individuals ensuring team effectiveness.
Participate in the interview process of new employees; provide feedback for hiring and termination decisions.
Aid in employee evaluation by providing Service Access Manager feedback on team member willingness to actively participate in continued learning and performance.
Actively motivate, train, and coach employees on work performance opportunities and successes.
Assist the Service Access Manager in departmental orientation checklists of new employees, providing/assigning training, and monitor progress of new employees.
Assess the performance of assigned new hires and/or on‑boarded (Financial Care Counselors); provide ongoing feedback, training, and coaching.
Share departmental procedures/updates with their team on a regular basis.
Deliver accurate, clear and concise messages that are informative and influence staff to take action.
Play an active role in the monthly staff meetings.
Commit to Duke Quality Initiatives, participate in huddles, assist with root cause analysis, and support Department Leadership with swarming on quality/safety events.
Attend, participate, and lead training activities and group meetings.
Participate appropriately in downtime procedures when activated and ensure processes are appropriately followed by revenue cycle staff in the event of a system outage (phone, EHR, credit card, etc.).
Understand, support, and train processes related to new technology implementations while ensuring adherence to policy and procedures.
Manage team issues in a considerate and timely manner.
Follow policy and procedures as it relates to Imprest Cash and End of Day deposits.
Participate in ongoing internal control audits and ensure the team members are compliant.
Perform other duties as assigned by Hospital Service Access leadership.
General Description of Job Class Required Qualifications at this Level
Education:
High School Diploma (minimum), college preferred.
Degrees, Licensure, and/or Certification:
None required.
Experience:
4-5 years' experience, minimum of 2-3 years' experience as an FCC or similar experience.
Knowledge, Skills and Abilities:
Strong verbal and written communication skills mandatory.
Basic PC skills.
Minimum six months data entry experience.
Medical terminology knowledge.
Knowledge and understanding of telephone etiquette.
Ability to organize and prioritize.
Ability to provide oral and written instructions.
Ability to interact tactfully and courteously with the public.
Ability to apply specific departmental policies, rules and regulations relating to verifying patient information, collecting payments and maintaining records and forms.
Ability to establish and maintain effective relationships with other personnel.
Entry level supervisory skills (coaching/counseling, performance evaluation).
Knowledge of staff planning.
Preceptor foundations.
Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.
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:
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
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