Patient Service Associate - Heritage Internal Medicine

Duke University Health System; Durham (NC); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Commitment bonus

Job summary

Duke Primary Care Heritage Internal Medicine is seeking a Patient Service Associate to support front-desk operations in Wake Forest, NC. You will ensure accurate patient check-in, collect co-pays, and help manage records and forms with strong attention to privacy and customer service.

Daily tasks include coordinating labs, reviewing next-day visits, and guiding patients through required forms and billing processes while maintaining a courteous, efficient patient experience.

Qualifications

• One year of work experience in directly communicating with and serving patients.
• Ability to coordinate multiple tasks and stay organized in a clinical setting.
• Familiarity with medical terminology and patient privacy practices.

Responsibilities

• Prepare for visits by reviewing next day patients and completing prep tasks.
• Check-in patients; verify and update demographic data and insurance info.
• Collect and post co-payments; process patient charts and forms.
• Coordinate labs and procedures; schedule tests and follow-up visits.
• Explain billing processes to patients and collect amounts due.

Skills

Verbal and written communication

Basic PC skills

Data entry

Medical terminology

Organize and prioritize work

Customer service etiquette

Education

High school diploma or GED

Job description

About Duke Primary Care

Pursue your passion for caring with Duke Primary Care, which offers family, adolescent, and internal medicine services as well as urgent, general pediatric, and virtual care at nearly 50 clinic locations across central North Carolina.

Patient Service Associate (PSA) - Heritage Internal Medicine

$2,500 commitment bonus for eligible candidates

Duke Primary Care Heritage Internal Medicine provides comprehensive care for adults, offering services such as annual physicals, preventive care, chronic condition management, acute illness treatment, diabetes education, nutrition counseling, immunizations, and women's health screenings. With seven to eight providers, the clinic sees over 140 patients daily, ensuring quality, personalized care for individuals aged 18 and older. Lab testing is also available for added convenience.

Location: 3000 Rogers Road, Suite 200, Wake Forest, NC 27587

Hours: 8am-5pm Monday-Friday

What You Will Do

• Prepare for clinic visits by reviewing next day patients and completing next day preparation activities.
  • Enter pre-visit orders and prepare new patient charts.
  • Pick up X-rays, office charts, medical records, reports, petty cash and collections bag.
  • File history sheets, ancillary reports and all other required patient record documentation.
  • Return medical records.
  • Attach HIPPA/Medicare documents to the encounter forms.
• Check-in patient upon arrival in the practice.
  • Identify correct patient information in Maestro Care.
  • Verify patient demographic data.
  • Edit Maestro Care as needed.
  • Accurately identify the appropriate account for patient visit.
  • Present and educate patients on required forms and obtain signature as required by policy and procedure.
  • Completes all Maestro Care check-in files and manage all appropriate alerts.
  • Collect and post co-payments and balances on accounts due.
  • Imprint all patient specific chart documents and requisition/transmittal documents.
  • Copy, file and distribute insurance cards as indicated by procedure.
  • Coordinate all labs/procedures as requested. Maintain private physician office charts.
• Prepare encounter forms.
  • Investigate and account for missing encounter forms.
  • Audit encounter forms for completeness and accuracy before batching.
  • Batches encounter forms or charge posting in Maestro Care.
• Schedule tests and procedures.
  • Complete and distribute ancillary service requisitions.
• Explain billing to patients according to PRMO credit and collection policies.
  • Determine the amount of cash to be collected based on insurance plan.
• Check-out patients.
  • Make return appointments by scheduling patients into the correct appointment type, entering the primary care physician or referring physician and scheduling tests and procedures.
• Answer telephone, take and deliver messages to physicians, nurses and others.
  • Report obtained medical information from patients and referring physicians accurately, completely and timely.
  • Disseminate messages according to practice communication standards

What You Will Need

Education

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

Experience

• 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.

Degrees, Licensure, and/or Certification

• N/A

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.

Distinguishing Characteristics of this Level

• N/A

• Job Code: 00004502 PATIENT SERVICE ASSOCIATE
• Job Level: B2

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.