Patient Service Associate

Duke University Health System; Durham (NC); On-site; USD 32,000 - 46,000; Full time

Job summary

Duke University Health System is seeking a patient services professional at Duke University Hospital in Durham, NC. The role involves coordinating scheduling, patient check-in/out, and providing compassionate assistance to patients and visitors across multiple Duke clinics.

The position requires strong communication, basic medical terminology knowledge, and the ability to multitask in a fast-paced environment. On-site work with flexible hours and adherence to HIPAA policies are essential.

Qualifications

• One year of work experience in directly communicating and providing service to patients or the public.
• Knowledge of medical terminology and telephone etiquette.
• Strong verbal and written communication skills; ability to organize and prioritize work.

Responsibilities

• Coordinate and participate in duties related to management, scheduling, and customer service.
• Assist patients and visitors with information and way finding; greet and help across Duke clinics.
• Handle patient information calls via Cisco system and support patient check-in/out, referrals, and appointment distribution.

Skills

Strong communication

Customer service

Multitasking

Professional appearance

Education

High school diploma or equivalent

Tools

Maestro

Cisco system

Job description

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 the four Duke Healthhospitals with 1062 patient beds, it features comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center, an endo-surgery center, and more.

Commitment Bonus

$2,500 (2 equal installments over 12 months - 6-month increments)

Work Arrangement - On-site

Shift: 1:30 PM to 10:00 PM or 2:00 PM to 10:30 PM

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

Knowledge, Skills And Abilities

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.

Minimum Qualifications

Education

Work requires knowledge of basic grammar and mathematical principles, normally acquired through high school education

Experience

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.

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.