Patient Account Associate - Executive Health

Duke Health Integrated Practice is an exceptional, multi-specialty physician practice encompassing 140 clinics across North Carolina. We attract and retain premier medical professionals with competitive compensation, benefits, and a nurturing work atmosphere that unites passion and purpose.

Learn more about us: https://dhip.dukehealth.org/about-us

JOB LOCATION

Executive Health - 3475 Erwin Rd

JOB SUMMARY

We are seeking a Patient Account Associate for our Duke Executive Health clinic located on the Center for Living campus at 3475 Erwin Road Durham, NC to serve as the first point of contact for our patients upon arrival for appointments. This role includes participation in a variety of duties associated with daily clinic preparation process, patient identification, patient check in/out, charge posting, cash management and patient appointment scheduling. Operation of the clinic motor vehicle during business hours to transport patients and/or pick up supplies will be required at times. 

JOB DUTIES AND RESPONSIBILITIES

• Greet and welcome patients to the program; collect required check-in documents, fees, etc. at start of clinic visit.
• Clearly communicate program services and fees to potential inquiring patients and companies.
• Prepare for clinic visits by reviewing next day patient schedule, completing reminder calls, and other activities to include but not limited to: managing pre-visit orders, preparing and organizing required paperwork, reviewing patient account balances and membership dues required at patient check-in.
• Review work files/work queues in EPIC and make necessary adjustments/changes to clear any issues related to the patient account. Address and manage referral work queues to completion within 24 hours of submission.
• Manage referrals, orders, and specialty appointments during the patient’s visit and/or prior to departure from clinic.
• Respond to and manage patient phone calls in a timely and efficient manner utilizing proper telephone etiquette/scripting; Access answering service portal to address and return patient calls same or next business day; document telephone notes in EPIC.
• Manage In-basket communications to appropriately address patient needs.
• Check-out patients and make return appointments. Handle referrals and orders for patient appointments prior to visit and during their departure.
• Communicate and collaborate with the interdisciplinary team to ensure smooth patient workflow throughout the patient’s clinic visit.
• Manage internal billing system and maintain company database.
• Assist with data collection for monthly patient volume and revenue reports as requested.
• Answer telephone calls live.  Assist patients with request, cancellations, reschedule; and/or initiate message via in-basket to the designated provider or nurse.  Retrieve any unanswered calls via Centracomm answering and return the patients call same business day.
• Transport patients to appointments within Duke Health as requested (requires valid NC drivers license); pick up supplies as needed; assist with maintenance appointments of clinic motor vehicle (service, inspection) and vehicle appearance (cleaning).

JOB ELIGIBILITY REQUIREMENTS

• Work requires knowledge of basic grammar and mathematical principles normally required through a high school education, with some postsecondary education preferred.Additional training or working knowledge of related business.
• Two years experience working in hospital access, physician office or billing and collections or an equivalent combination of relevant education and/or experience.

JOB HOURS

This position is 7:00AM - 3:30PM Monday-Friday; no weekends or holidays. Position may require 7:45AM - 4:15PM or 8:00AM - 4:30PM rotations based on staffing needs.

Some roles within our organization may encompass essential job functions requiring distinct physical and/or mental capabilities. Further details and accommodation requests will be addressed by individual hiring departments.

Duke Health Integrated Practice is dedicated to Equal Opportunity Employment, fostering a diverse workforce without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

We aspire to build a community grounded in collaboration, innovation, creativity, and belonging. Our shared achievements rely on a dynamic exchange of ideas, flourishing best when a multitude of perspectives, backgrounds, and experiences thrive. Upholding these values is a collective responsibility within our community.

This job description aims to outline representative responsibilities for this title, not an exhaustive account of specific duties. Employees may be assigned job-related tasks beyond those explicitly outlined here.