Patient Service Associate

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 University Hospital

Pursue your passion for caring with Duke University Hospital in Durham, North Carolina, which is consistently ranked among the best in the United States. The largest of Duke Health's four hospitals with 1062 patient beds, it features comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center, an endo-surgery center, and more.

Work arrangement: 12:30 pm - 9:00 pm. This position requires working every other weekend—holidays required. 

Occ Summary

Coordinate and participate in a variety of duties associated with management. scheduling. Position also involves customer service, message daily clinic preparation process, patient identification, patient check in/out, charge posting, cash management and patient appointment distribution, ancillary scheduling and preparation and referrals.

Work Performed

• Ability to use Maestro to assist with patient and visitor way finding. Actively meet, greet and assist patients, guest and colleagues with general patient information and way finding (May be assigned to multiple locations within the same workday based upon need)
• The ability to walk and stand for long periods (not a stationary position)
• The ability to independently walk to various Duke clinics and hospital locations in a way finding capacity
• Must possess a professional appearance and manner
• Follow HIPPA privacy policy guidelines
• Able to access patient information
• Assist as needed on the patient information phone line using the Cisco system
• Identify patients who have special needs (obtain wheelchairs and/or arrange wheelchair transport through patient transport)
• Take special requests, document/log information and forward to the Concierge for resolution
• Forward any patient advocacy concerns to the Patient Visitor Relations staff
• Demonstrate excellent verbal communication skills and the ability to function with empathy, friendliness and compassion when interaction with patients, guest and vendors
• Ability to exercise judgment to accurately triage inquires 
• Flexibility with hours, evenings, weekends and holidays required 

Knowledge, Skills and Abilities

Strong verbal and written communication.Basic PC and data entry skills. Knowledge of medical terminology and telephone etiquette. Demonstrated ability to organize and prioritize work, provide oral and written instructions, interact tactfully with customers and establish and maintain effective relationships with others. Must be able to apply specific departmental policies rules and regulations relating to verifying patient information, collecting payments and maintaining records and forms.

Minimum Qualifications

Education

Work requires knowledge of basic grammar and mathematical principles normally acquired through high school education

Experience

One year of work experience in directly communicating and providing service to patients or the public, preferably in a healthcare-related field. Experience in effectively coordinating multiple tasks or activities.

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.