Patient Service Associate - Growing Child Pediatrics

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.

$2,500 Commitment Bonusfor qualifying candidates!

JOB LOCATION

Growing Child Pediatrics - 270 Horizon Dr

JOB SUMMARY

We are seeking aPatient Service Associate to be an integral part of the patient care team in the clinic /service area. The Patient Service Associate is responsible for patient registration activities including patient identification, documentation of any special needs (language, mobility or other ADA identified needs), demographic and insurance updates. The PSA must ensure all financial and compliance related documents are completed and documented, check-in, check-out, point of service collections (deductible, copay, coinsurance, and balances), referral and order management, appointment coordination/scheduling, work queue management, MyChart enrollment and cash management according to established policies and procedures.

JOB DUTIES AND RESPONSIBILITIES

• Correctly identify patient by checking an approved photo ID and utilizing a minimum of 2 approved patient identifiers. Follow Red Flag procedure for patients unable to identify / verify.
• Verify, capture, and update demographic information to include name, address, phone number, emergency contact, guarantor, race, ethnicity, veteran status, employer, primary care provider and / or referring provider, primary language and religious preference in Maestro Care as needed. Ensure all information is complete.
• During checkout process, correctly identify patient; review After Visit Summary (AVS) for patient follow ups. Schedule return appointments; manage referrals and orders.
• Verify, capture / update insurance information; determine and select insurance carrier, enter subscriber information, and plan information. Run RTE (Real Time Eligibility) for any updates or changes to insurance and verify benefits for reimbursement.
• Identify and collect patient financial liabilities (copay, coinsurance, deductibles, account
• balance); post appropriately based on payment type, payment amount and method of payment.
• Balance cash, check, and credit card collections at the end of each day; reconcile discrepancies and prepare personal deposit for cash manager according to cash management policies.
• Completes all work according to procedures and standards. Achieve registration quality expectations to meet key performance indicators related to timely billing, collections, patient experience and safety initiatives.
• Safeguard sensitive information to maintain confidentiality and in adherence to HIPAA guidelines
• Present and educate patients on financial, compliance, and authorization forms and obtain all necessary signatures as required per policy. (For example, COA/COT, MSPQ, ABN, and Self-Administered Drugs.) Appropriately label, scan, and document to medical record for retention. Modify communication to ensure patient understanding if necessary.
• Answer incoming calls. Identify and address caller needs, or transfer to the appropriate area that will meet the needs of the caller.
• Maintain printers, copiers, and workstations.
• Attend staff meetings and participate in all required education sessions.
• Participate in all system, regulatory and policy training. Comply with all regulatory and compliance policies and procedures, understand, and follow Joint Commission guidelines.
• Ensure a safe environment for patients and staff; report personal and patient safety concerns to clinic leadership within 24 hours of occurrence.
• Support and adhere to all policies and procedures related technology implementation within the clinic/service areas as applicable (i.e. eCheck In. etc.)
• Activates downtime procedures when system downtime occur
• Perform other duties as assigned by clinic leadership.

JOB ELIGIBILITY REQUIREMENTS

• Work requires knowledge of basic 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 public; preferably in a healthcare related field.
• Experience in effectively coordinating multiple tasks or activities.

JOB HOURS

The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays.

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.