Duke University Health System
Patient Service Associate - Signature Care
Duke University Health System, 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.
Location Signature Care at the Center for Living – 3475 Erwin Rd, Durham, NC
Commitment Bonus $2,500 Commitment Bonus for qualifying candidates!
Job Summary We are seeking a
PATIENT SERVICE ASSOCIATE
for our Signature Care clinic at 3475 Erwin Rd in Durham to serve as the first point of contact for our patients upon arrival for appointments. This role includes participation in a variety of duties associated with daily clinic preparation, patient identification, check‑in/out, charge posting, cash management, and patient appointment scheduling. It may require occasional float coverage to other Signature Care clinic locations and support for a Travel Vaccine clinic (South Durham).
Job Duties and Responsibilities
Collaborate with patients, care providers, and external resources to coordinate care that is timely and supportive of Primary Care Medical Home (PCMH) initiatives.
Prepare for clinic visits by reviewing next day patients, completing reminder calls, and other activities including entering pre‑visit orders, identifying required paperwork, reviewing patient accounts, and collecting account balances and membership fees.
Check‑in patients on arrival, double‑identify for verification, update demographics in Maestro, and provide required forms. Complete all Maestro check‑in fields, clear alerts, and check‑out patients, making return appointments.
Open daily cash management batch and close each batch at the end of each business day, adhering to all cash management processes and policies.
Review all work files/queues in Maestro, making necessary adjustments to clear patient account issues.
Manage the Signature Care order and referral work queues with the goal of addressing all within 24 hours of submission.
Explain billing to patients according to PRMO credit and collection policies; handle internal billing for concierge fees.
Answer live telephone calls, assist patients with requests, cancellations, and reschedules, and initiate messages via the in‑basket to designated providers or nurses. Retrieve any unanswered calls via Centracomm answering portal and return the call same business day. Enter all phone encounters into Maestro as necessary.
Maintain a log for faxes and scan documents into EPIC.
Handle special provider requests and projects.
Job Eligibility Requirements
Requires basic knowledge of grammar and mathematical principles normally acquired through high school education.
Minimum of one year of work experience in directly communicating and providing service to patients or the public.
Experience in effectively coordinating multiple tasks or activities.
Job Hours Position hours may be 8:00 am–4:30 pm or 7:30 am–4:00 pm, Monday to Friday, to ensure clinic coverage.
EEO Statement 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.
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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Location Signature Care at the Center for Living – 3475 Erwin Rd, Durham, NC
Commitment Bonus $2,500 Commitment Bonus for qualifying candidates!
Job Summary We are seeking a
PATIENT SERVICE ASSOCIATE
for our Signature Care clinic at 3475 Erwin Rd in Durham to serve as the first point of contact for our patients upon arrival for appointments. This role includes participation in a variety of duties associated with daily clinic preparation, patient identification, check‑in/out, charge posting, cash management, and patient appointment scheduling. It may require occasional float coverage to other Signature Care clinic locations and support for a Travel Vaccine clinic (South Durham).
Job Duties and Responsibilities
Collaborate with patients, care providers, and external resources to coordinate care that is timely and supportive of Primary Care Medical Home (PCMH) initiatives.
Prepare for clinic visits by reviewing next day patients, completing reminder calls, and other activities including entering pre‑visit orders, identifying required paperwork, reviewing patient accounts, and collecting account balances and membership fees.
Check‑in patients on arrival, double‑identify for verification, update demographics in Maestro, and provide required forms. Complete all Maestro check‑in fields, clear alerts, and check‑out patients, making return appointments.
Open daily cash management batch and close each batch at the end of each business day, adhering to all cash management processes and policies.
Review all work files/queues in Maestro, making necessary adjustments to clear patient account issues.
Manage the Signature Care order and referral work queues with the goal of addressing all within 24 hours of submission.
Explain billing to patients according to PRMO credit and collection policies; handle internal billing for concierge fees.
Answer live telephone calls, assist patients with requests, cancellations, and reschedules, and initiate messages via the in‑basket to designated providers or nurses. Retrieve any unanswered calls via Centracomm answering portal and return the call same business day. Enter all phone encounters into Maestro as necessary.
Maintain a log for faxes and scan documents into EPIC.
Handle special provider requests and projects.
Job Eligibility Requirements
Requires basic knowledge of grammar and mathematical principles normally acquired through high school education.
Minimum of one year of work experience in directly communicating and providing service to patients or the public.
Experience in effectively coordinating multiple tasks or activities.
Job Hours Position hours may be 8:00 am–4:30 pm or 7:30 am–4:00 pm, Monday to Friday, to ensure clinic coverage.
EEO Statement 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.
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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