Patient Service Associate - Duke Cancer Center Raleigh

Company: Duke University
Location: Raleigh
Posted on: March 19, 2023

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