Patient Account Associate - Executive Health

Duke University•Durham, NC

67d•Onsite

About The Position

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. Duke Health Integrated Practice Duke Health Integrated Practice comprises more than 110 primary and specialty outpatient clinics, extending the reach of Duke Health's mission across the state of North Carolina. We are seeking a Patient Account Associate for our Duke Executive Health Clinic located on the Center for Living Campus 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 process, patient identification, patient check in/out, charge posting, cash management and patient appointment scheduling. Operation of the clinic motor vehicle during business hours to transport patients and/or pick up supplies will be required at times.

Requirements

Requires knowledge of basic grammar and mathematical principles normally acquired through high school education, with some postsecondary education preferred. Additional training or working knowledge of related business.
Two years of experience working in hospital access, physician office, or billing and collections; or an equivalent of relevant education and/or experience.
Experience in effectively coordinating multiple tasks or activities is required.
Must be able to handle multiple assignments, conflicting demands & priorities.
Valid NC Drivers License required to operate clinic motor vehicle & transport patients.
Excellent communication skills with the ability to communicate professionally, in both verbal and written communication
Basic PC and data entry skills.
Knowledge of medical terminology.
Ability to organize and prioritize work and work effectively under stressful situations. Must be able to work under time pressures in a busy clinic/office environment.
Must be continually aware of variations in changing situations.
Ability to analyze data, perform multiple tasks, and work.

Responsibilities

Greet and welcome patients to the program; collect required check-in documents, fees, etc. at start of clinic visit.
Clearly communicate program services and fees to potential inquiring patients and companies.
Prepare for clinic visits by reviewing next day patient schedule, completing reminder calls, and other activities to include but not limited to: managing pre-visit orders, preparing and organizing required paperwork, reviewing patient account balances and membership dues required at patient check-in.
Review work files/work queues in EPIC and make necessary adjustments/changes to clear any issues related to the patient account. Address and manage referral work queues to completion within 24 hours of submission.
Manage referrals, orders, and specialty appointments during the patient's visit and/or prior to departure from clinic.
Respond to and manage patient phone calls in a timely and efficient manner utilizing proper telephone etiquette/scripting; Access answering service portal to address and return patient calls same or next business day; document telephone notes in EPIC.
Manage In-basket communications to appropriately address patient needs.
Check-out patients and make return appointments. Handle referrals and orders for patient appointments prior to visit and during their departure.
Communicate and collaborate with the interdisciplinary team to ensure smooth patient workflow throughout the patient's clinic visit.
Manage internal billing system and maintain company database.
Assist with data collection for monthly patient volume and revenue reports as requested.
Answer telephone calls live. Assist patients with request, cancellations, reschedule; and/or initiate message via in-basket to the designated provider or nurse. Retrieve any unanswered calls via Centracomm answering and return the patients call same business day.
Transport patients to appointments within Duke Health as requested (requires valid NC drivers license); pick up supplies as needed; assist with maintenance appointments of clinic motor vehicle (service, inspection) and vehicle appearance (cleaning).