Patient Account Analyst - Incoming Call Center & My Chart - Remote

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 Health's Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health's 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.

REMOTE POSITION: First Shift

Reporting and Monitoring: 

• Manage appropriate systems for accounts receivable and/or financial reports.
• Prepare written reports and analyses for PRMO, DUHS, and PDC leadership highlighting trends and appropriate recommendations, and conclusions.
• RootCause reporting
• Executive Inquiry detail and summary reporting
• Call Center Metrics
• Performance reporting
• IVR Patient Satisfaction reporting and analysis
• Key Performance Indicator reporting
• CRM detail and summary reporting and analysis
• Internal Control auditing
• Serve as an expert resource to leadership in the decision-making process. Plays an integral role in implementing and managing and change related to area of expertise.
• Support telephony configuration/performance via testing and implementation of operation improvements.
• Maintain liaison with DUHS, PRMO and PDC management and staff, documenting reports and analyses and discussing results, trends and recommendations.
• Conduct detailed research to identify trends, including a review of specifics in the appropriate accounts receivable and /or financial systems.
• Produce and distribute weekly and monthly KPI reports that summarize team performance and trends, with breakdown by employee.
• Establish and update focused department dash boards detailing Customer Service’s contribution to PRMO’s productivity and business goals.

Quality:

• Maintain and update quality scorecards on Share Point site. Effein order for the Supervisors to review with their assigned team members. CT changes at weekly and monthly completion cycles. Update Excel charts</s pan>
• Synchronize the assigned Customer Service Associates for the Reimbursement Specialist’s monthly call quality review.
• Perform Cash Management and Cash Drawer balancing duties.
• Participation and leadership in departmental projects and focus, i.e. Root Cause research and solutions, MyChart technical lead.

Other Specific Duties:

• Interacts with and provides timely and professional verbal and written responses to providers, patients, insurance carriers, departmental personnel and internal/external customers.
• Coordinate and lead team meetings and participate in committees, as assigned.
• Review, discuss, and suggest any Policy and Procedure changes necessary with your manager.
• Actively participate in Culture Pulse initiatives.
• Maintain proper internal control documentation on a monthly basis.
• Coordinate work schedule and communicate effectively with Manager/Team promoting a positive and productive work environment.
• Share organization, planning and presentation of monthly team meetings as scheduled.
• Attend scheduled meetings, maintain professional behavior and tone; be present and punctual.
• Acknowledge management requests and emails in a professional, timely manner.
• Demonstrate support of management decisions and departmental mission and strategies.
• Follow 24-hour injury reporting requirements according to policy and procedure and website instructions.

Minimum Qualifications

Education

Bachelor’s degree in business, healthcare administration, accounting, finance or a related field is required

Experience

Minimum of four years of applicable experience. Previous experience successfully managing complex projects involving multiple stakeholders with a consistent track record of delivering on time, or high-quality results preferred. A Master's degree in a related field can substitute two years of experience on a 1:1 basis.

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 onthe 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.