Service Access Team Leader - DRAH (Holly Springs)

Duke Clinical Research Institute; Durham (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

Duke University Health System’s Patient Revenue Management Office (PRMO) seeks a Service Access Team Leader to coordinate patient registration, scheduling, and front-desk operations in three locations: Holly Springs, Apex and Cary. The role supports daily clinic flow from 7:00am to 5:00pm, Monday through Friday, with no weekends.

The Team Leader will guide front-desk staff, ensure accurate patient identification, demographics, insurance updates, and timely collections, while maintaining patient

Qualifications

• Four years of experience in a healthcare setting is required.
• An Associate's degree in healthcare or business may substitute for two years of experience.
• A Bachelor's degree in business or healthcare may substitute for four years of experience.

Responsibilities

• Review listing of today's patients and next day patients (Department Appointment Report - DAR).
• Complete prior preparation activities required by clinic/department area.
• Manage clinic work queues and referrals; clear missing registration items.
• Identify operational improvements to maximize efficiency and communicate to management.
• Perform other related clerical duties as assigned by Service Access Manager.

Skills

Verbal and written communication

Basic PC skills

Data entry

Medical terminology

Telephone etiquette

Organization and prioritization

Oral and written instructions

Customer service/tact

Interpersonal relationships

Supervisory fundamentals

Staff planning

Education

High school diploma

Associate's degree (healthcare or business)

Bachelor's degree (healthcare or business)

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.

Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is the fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions for Duke Health.

Duke University Health System - Patient Revenue Management Office (PRMO)seeks to hire aService Access Team Leaderwho will embrace our mission of Advancing Health Together.

This position will cover three locations; Holly Springs, Apex and Cary. Must be available between the work hours of 7:00am - 5:00pm, Monday - Friday. No weekends

The Service Access Team Lead is an integral part of the patient care team in the clinic/service area and is responsible for patient registration activities including patient identification, demographic and insurance updates, check-in, check-out, point of service collections (deductible, copay, coinsurance and balances), referral and order management, and appointment scheduling according to established policies and procedures. The Patient Service Associate Team Lead is responsible for living Duke's values and demonstrating expected behaviors while contributing to creating a positive patient experience and building a positive work environment. The Patient Service Associate Team Lead will maintain a professional image in appearance and over the phone. The Patient Service Associate Team Lead contributes to ensuring the registration desk and waiting areas safeguard patient privacy, confidentiality and safety and are well maintained and clean.

Preparation for clinic

• Review listing of today's patients and next day patients (Department Appointment Report -DAR) Complete prior preparation activities as required by clinic/department area.
• Manage clinic work queues following appropriate policies and procedures. Missing Registration items that can be cleared for patients prior to or at arrival Referral work queues Orders work queue.
• Obtain Imprest cash bag.
• Identify operational improvements to maximize efficiency and effectiveness of services provided. Communicate opportunities to management
• Perform other related clerical duties as assigned by Service Access Manager

Education

High school diploma required.

Experience

Four years of experience in a healthcare setting is required. An Associate's degree in healthcare or business may substitute for two years of experience. A Bachelor's degree in business or healthcare may substitute for four years of experience.

Knowledge, Skills and Abilities:

• Strong verbal and written communication skills mandatory.
• Basic PC skills.
• Minimum six months data entry experience.
• Medical terminolog y knowledge
• Knowledge and understanding of telephone etiquette.
• Ability to organize and prioritize.
• Ability to provide oral and written instructions.
• Ability to interact tactfully and courteously with the public.
• Ability to apply specific departmental policies, rules and regulationsrelating to verifying patient in formation, collecting payments and maintaining records and forms.
• Ability to establish and maintain effective relationships with other personnel.
• Entry level supervisory skills (coaching/counseling, performance evaluation)
• Knowledge of staff planning

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individuals 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.