Patient Service Associate - Duke Cancer Center Raleigh
Company: Duke University
Location: Raleigh
Posted on: March 19, 2023
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Job Description:
PRMO Established in 2001, Patient Revenue Management
Organization (PRMO) is a fully integrated, centralized revenue
cycle organization supporting all of Duke Health, including Duke
University Hospital, Duke Regional Hospital, Duke Raleigh Hospital,
the Private Diagnostic Clinic, and Duke Primary Care. The PRMO
focuses on streamlining the revenue cycle through enhanced
management of scheduling, registration, coding, HIM operations,
billing, collections, cash management, and customer service. The
Mission of the PRMO is delivering quality service by enhancing the
patient experience, providing financial security, and preserving
Dukes reputation and mission of advancing health together. Our
Vision is to be recognized as a world class innovative revenue
cycle organization that values our people, patients and
performance. Occ Summary Coordinate and participate in a variety of
duties associated with daily clinic preparation process, pat ient
identification, patient check-in/out, charge posting, cash manageme
ntand patient appointment scheduling. Position also involves
customer se rvice, message distribution, ancillary scheduling and
preparation and re ferrals management. Work Performed PREPARATION
FOR CLINIC: Review listing of today's patients and next day
patients (Departmen tAppointment Report -DAR). Prepare clipboards
and paperwork for patient s. Manage clinic work queues following
appropriate policies and procedu res. Missing Registration items
that can be cleared for patients prior to or at arrival Referral
work queues, orders work queue Obtain I mprest cash bag PATIENTC
HECK-IN: Identif y correct patients in Maestro Care. Verify/update
patient demographican d insurance data. Run RTE (Real Time
Eligibility) for any updates orcha nges to insurance. Complete
check in - responding as needed to alerts, warnings and
confirmation checks. Refer patients with insurance issues or
financial questions to the Financial Care Counselor. Present
andeduc ate patients on required forms (MSPQ, COA/COT, ABN). Obtain
signatures on forms as required and process forms per policy.
Collect co-payments, deductibles, prepayments and balances on
accounts due; make patient aw are of outstanding balances, post
payments correctly in Maestro Care. P rovide receipt. Patients
unable to pay should be sent to the Financial Care Counselor.
Coordinate all labs/doctors' appointments/infusions/proc edures in
accordance by physician /provider request. Ask patient if th ey
have a port and make sure patient is scheduled in the correct lab.
Give new patients, new patient paperwork. Print appropriate
armbandfor patient. Ask patient to verify information on armband
using doubleident ifiers. Place armband on patient and direct
patient where to wait. If p atient is noticed to have problems
ambulating, place fall risk band on patient as well. Select the
correct event button according to clinic. E nsure the patient is in
an arrived status. Promptly schedule add-ons as requested by
clinical staff. Schedule outpatient hospital servicepatien t (OPHS)
using clinical guidelines. Select the correct length ofinfusio n
based on clinical infusion guide. SCHEDULING TEST/PROCEDURES:
Complete ancillary schedulingaccurate ly, according to physician
orders by calling the appropriate call cente r/hub. Ensure all
tests and consultations are scheduled in thecorrect s equence.
Explain test preparations to patients, according to stand ard
practice instructions. CASH MANAGEMENT: Explain billing and share
Financial Assistance Policy FAQs to pati ents according to PRMO
policies. Collect patient liability (payme nts due to include
copay, deductible, coinsurance, prepayments as appro priate and
balances). Ensure that patient receives financial couns eling if
necessary; based on ability to pay, account status flags, bill ing
inquiries and waiver requirements. Balance cash collections t o
User Batch Report daily. Reconcile cash discrepanciesas required .
Secure cash appropriately at all times during clinichours. Retur n
cash bag at end of shift to Cash Manager. PATIENT CHECK-OUT :
Identify patient; review the CheckOut screen or the After Visit
Summary (AVS) for orders (same day or future), referral s and
follow up information. Schedule as appropriate. Coordinate/schedu
le follow up appointments ensuring correct appointment type,
location, providers and referring physician, as applicable.
Scheduleinfusion/inje ction in appropriate time slot in accordance
with the lean taas model a nd the infusion clinical staffs written
instructions. Makesure all appoi ntments are in correct sequence
(Lab/MD/Infusion/Scans)and make patient aware of upcoming
appointments prior to them leaving.Promptly schedule patients from
referrals in the referral workqueue. Radiation Oncology: The pr
imary focus is to be responsible for checking-in patients,
verifying in surance, collecting co-pays, scheduling
appointments,answering telephon es, relay phone messages via
written communication to nursing staff, op ening and sorting mail,
receive packages, scan documents and scheduling all appointments
(daily treatment, CT simulations,return MD visits and any recurring
visits). Must ensure appointments are correct in EPIC sy stem as
well as ARIA. CUSTOM ER SERVICE: Interac t with patients, visitors
and staff in a professional manner at all tim es. Be available and
greet patients and visitors immediately upon prese ntation. Meet or
exceed patient expectations at each encounter. An ticipate
patients' needs; inform patients of delays; offer alternatives
(cafeteria, reschedule). Provide directions, organize escorts, and
arra nge for interpreters and taxis as needed. Contribute to a
positiv e work environment by living Duke's values and
demonstrating expected b ehaviors. Report safety issues timelyto
clinic leadership and repo rt personal safety incidents within 24
hours of occurrence. Identify op erational improvements to maximize
efficiency and effectiveness of serv ices provided. Communicate
opportunities to management. ANSWERING PHONES/INBASKET /JABBER
MESSAGES: Answering telephone; delivering messages to physicians,
nurses and othe rs. Take complete messages, indicating time, date,
caller, callers , name of recipient, action requested by caller,
initials of messenger. Report obtained medical information
frompatients and referring physici ans accurately, completely and
timely. Disseminate messages accor ding to practice communication
standards. Review In basket and jab ber messages throughout the day
and respond per clinic policy and proce dure. Act as a liaison for
individuals requesting information on c linical services,
referrals, research studies as appropriate. Ensure re solution of
information requests PROVIDER SCHEDULE SUPPORT: Preform end of day
process which consistof, but not limited to; Reviewin g the
assigned provider or service to ensure all patients appointments
(including Labs, MD,Infusion and imaging appointment) are made via
the ABN or disposition notes. All patientsthat were missed during
check-ou t will be called and appointments coordinated
appropriately. OTHER JOBDUTIES: Perform downtown procedures as
necessary fo r patient check-in and order entry. Maintain printers,
computers and suppliesin the work area. Changepaper, cartridges and
manage paper jams in printers and faxes Attend meetings and trai
ning sessions. Attend staffmeetings and other clinic meetings as
requested. Participate in all system, regulatory and policy train
ing Accept and sign for packages from USPS, FedEX, UPS, sort and
distribute. Minimum Qualifications 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 activities.
providing service to patients or public; preferably in a healthcare
related field. Experience in effectively coordinating multiple
tasks or Degrees, Licensures, Certifications N/A Duke is an
Affirmative Action/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, sexual
orientation, or veteran 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 essentialjob 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. Nearest Major Market: Durham
Nearest Secondary Market: Raleigh
Keywords: Duke University, Raleigh , Patient Service Associate - Duke Cancer Center Raleigh, Other , Raleigh, North Carolina
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