Patient Service Associate

Duke University•Durham, NC

29d•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. About Duke University Hospital Pursue your passion for caring with Duke University Hospital in Durham, North Carolina, which is consistently ranked among the best in the United States. The largest of Duke Health's four hospitals with 1062 patient beds, it features comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center, an endo-surgery center, and more. $2,500 Commitment Bonus (2 equal installments over 12 months - 6-month increments) Work arrangement: 12:30 pm - 9:00 pm. This position requires working every other weekend-holidays required. Occ Summary Coordinate and participate in a variety of duties associated with management. scheduling. Position also involves customer service, message daily clinic preparation process, patient identification, patient check in/out, charge posting, cash management and patient appointment distribution, ancillary scheduling and preparation and referrals. Work Performed Ability to use Maestro to assist with patient and visitor way finding. Actively meet, greet and assist patients, guest and colleagues with general patient information and way finding (May be assigned to multiple locations within the same workday based upon need) The ability to walk and stand for long periods (not a stationary position) The ability to independently walk to various Duke clinics and hospital locations in a way finding capacity Must possess a professional appearance and manner Follow HIPPA privacy policy guidelines Able to access patient information Assist as needed on the patient information phone line using the Cisco system Identify patients who have special needs (obtain wheelchairs and/or arrange wheelchair transport through patient transport) Take special requests, document/log information and forward to the Concierge for resolution Forward any patient advocacy concerns to the Patient Visitor Relations staff Demonstrate excellent verbal communication skills and the ability to function with empathy, friendliness and compassion when interaction with patients, guest and vendors Ability to exercise judgment to accurately triage inquires Flexibility with hours, evenings, weekends and holidays required

Requirements

Strong verbal and written communication.
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.
Must be able to apply specific departmental policies rules and regulations relating to verifying patient information, collecting payments and maintaining records and forms.
Work requires knowledge of basic grammar and mathematical principles normally acquired through high school education
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.

Responsibilities

Ability to use Maestro to assist with patient and visitor way finding.
Actively meet, greet and assist patients, guest and colleagues with general patient information and way finding (May be assigned to multiple locations within the same workday based upon need)
The ability to walk and stand for long periods (not a stationary position)
The ability to independently walk to various Duke clinics and hospital locations in a way finding capacity
Must possess a professional appearance and manner
Follow HIPPA privacy policy guidelines
Able to access patient information
Assist as needed on the patient information phone line using the Cisco system
Identify patients who have special needs (obtain wheelchairs and/or arrange wheelchair transport through patient transport)
Take special requests, document/log information and forward to the Concierge for resolution
Forward any patient advocacy concerns to the Patient Visitor Relations staff
Demonstrate excellent verbal communication skills and the ability to function with empathy, friendliness and compassion when interaction with patients, guest and vendors
Ability to exercise judgment to accurately triage inquires