Patient Service Associate - Information Services

Duke Clinical Research Institute; Durham (NC); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Commitment bonus

Job summary

Duke Health in Durham, NC seeks a Patient Services Coordinator to support clinic operations, assist patients, and manage check-in/out processes. The role requires strong communication, attention to detail, and compassion while handling sensitive patient information.

Flexible hours and on-site work are essential for this assignment. Candidates should have a high school diploma and at least one year of patient-facing experience, preferably in healthcare.

Qualifications

• High school diploma or equivalent required.
• One year of work experience providing service to patients or the public, preferably in healthcare.
• Knowledge of medical terminology and telephone etiquette; ability to organize and prioritize work.

Responsibilities

• Coordinate and participate in management-related duties including scheduling and patient check-in/out.
• Assist patients with wayfinding and information using Maestro; greet patients and visitors professionally.
• Handle patient information lines using Cisco system; document special requests for Concierge resolution.
• Follow HIPAA policies and exercise good judgment to triage inquiries; adapt to flexible hours including evenings, weekends, and holidays.

Skills

Verbal communication

Written communication

Customer service

HIPAA knowledge

Education

High school diploma or equivalent

Tools

Maestro system

Cisco phone 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 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.

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

Work Arrangement - On-site

Shift: 9:30 pm - 6:00 am. Tuesday through Saturday

Occ Summary

Coordinate and participate in a variety of management-related duties. 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 wayfinding. Actively meet, greet and assist patients, guests, and colleagues with general patient information and wayfinding (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 wayfinding 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 interacting with patients, guests, and vendors
• Ability to exercise judgment to accurately triage inquiries
• 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.