Patient Service Associate

Duke Careers•Durham, NC

8d•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. 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 the Duke Health hospitals with 1062 patient beds, it features comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center, an endo-surgery center, and more.

Requirements

Strong verbal and written communication skills.
Basic PC and data entry skills.
Knowledge of medical terminology and telephone etiquette.
Ability to organize and prioritize work.
Ability to provide oral and written instructions.
Ability to interact tactfully with customers.
Ability to establish and maintain effective relationships with others.
Ability to apply specific departmental policies, rules, and regulations relating to verifying patient information, collecting payments, and maintaining records and forms.
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

Coordinate and participate in a variety of management-related duties, including scheduling.
Provide customer service, handle messages, and manage the daily clinic preparation process.
Perform patient identification, check-in/check-out, charge posting, cash management, and patient appointment distribution.
Manage ancillary scheduling and preparation, and handle referrals.
Assist with patient and visitor wayfinding using Maestro.
Meet, greet, and assist patients, guests, and colleagues with general patient information and wayfinding.
Walk and stand for long periods.
Independently walk to various Duke clinics and hospital locations in a wayfinding capacity.
Maintain a professional appearance and manner.
Follow HIPAA privacy policy guidelines.
Access patient information.
Assist on the patient information phone line using the Cisco system.
Identify patients who have special needs and arrange for wheelchairs or transport.
Take special requests, document/log information, and forward to the Concierge for resolution.
Forward patient advocacy concerns to the Patient Visitor Relations staff.
Demonstrate excellent verbal communication skills with empathy, friendliness, and compassion.
Exercise judgment to accurately triage inquiries.
Be flexible with hours, including evenings, weekends, and holidays.