SERVICE ACCESS TEAM LEADER - DUKE CANCER CENTER RALEIGH
Duke University Health System
Location: Durham, North Carolina
Internal Number: 197017
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 Dukeâ€™s 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.
Duke University Health System - Patient Revenue Management Office (PRMO) seeks to hire a Service Access Team Leaderwho will embrace our mission of Advancing Health Together.
The Patient Service Associate Team Lead is an integral part of the patient care team in the clinic/service area and is responsible for patient registration activities including patient identification, demographic and insurance updates, check-in, check-out, point of service collections (deductible, copay, coinsurance and balances), referral and order management, and appointment scheduling according to established policies and procedures. The Patient Service Associate Team Lead is responsible for living Duke's values and demonstrating expected behaviors while contributing to creating a positive patient experience and building a positive work environment. The Patient Service Associate Team Lead will maintain a professional image in appearance and over the phone. The Patient Service Associate Team Lead contributes to ensuring the registration desk and waiting areas safeguard patient privacy, confidentiality and safety and are well maintained and clean.
Preparation for clinic
Review listing of today's patients and next day patients (Department Appointment Report –DAR) Complete prior preparation activities as required by clinic/department area.
Manage clinic work queues following appropriate policies and procedures. Missing Registration items that can be cleared for patients prior to or at arrival Referral work queues Orders work queue.
Obtain Imprest cash bag.
Identify operational improvements to maximize efficiency and effectiveness of services provided. Communicate opportunities to management
Perform other related clerical duties as assigned by Service Access Manager
High school diploma required.
Four years of experience in a healthcare setting is required. An Associate's degree in healthcare or business may substitute for two years of experience. A Bachelor's degree in business or healthcare may substitute for four years of experience.
Knowledge, Skills and Abilities:
· Strong verbal and written communication skills mandatory.
· Basic PC skills.
· Minimum six months data entry experience.
· Medical terminolog y knowledge
· Knowledge and understanding of telephone etiquette.
· Ability to organize and prioritize.
· Ability to provide oral and written instructions.
· Ability to interact tactfully and courteously with the public.
· Ability to apply specific departmental policies, rules and regulationsrelating to verifying patient in formation, collecting payments and maintaining records and forms.
· Ability to establish and maintain effective relationships with other personnel.
Maintain printers, computers and supplies in the work area.
Change paper, cartridges and manage paper jams in printers and faxes.
Maintain adequate supplies at workstation.
Inventory supplies and request re-order as necessary.
Attend meetings and training sessions
Attend staff meetings and other clinic meetings as requested.
Participate in all system, regulatory and policy training.
Attend PSA education sessions.
Comply with all regulatory and compliance policies and processes
Lead duties in conjunction with Service Access Manager
Coordinates/lead the clerical activities of a shift or work group. Performs same duties as subordinates. Assists in the planning of work schedules and duty assignments. Enter time in SAP. Participate in the interview process of new employees, provide feedba ck for hiring and termination decisions. Motivates and counsels employees on work performance. Instructs staff in new methods and procedures. Provide/assign training, and monitor progress of new employees. Complete CBO and check list for new employees with Service Access Manager. Review Registration Quality repor ts and other reports and provide feedback to staff, document development al opportunities. Attend and participate in lead training activities. Attend and participate in periodic Lead group meetings. Perform downtown procedures as necessary for patient check-in and order entry.
Answering telephone; delivering me ssages to physicians, nurses and others
Take complete messages, indicating time, date, caller, caller's #, name of recipient, action requested by caller, initials of messenger. Report obtained medical information from patients and referring physicians accurately, completely and timely. Disseminate messages according to practice communication standards Review Inbasket for messages throughout the day and respond per clinic policy and procedure. Act as a liaison for individuals request ing information on clinical services, referrals, research studies as app ropriate. Ensure resolution of information requests.
Customer Service, Safety and Work Culture
Interact with patients, visitors and staff in a professional manner at all times. Be available and greet patients and visitors immediately upon presentation. Meet or exceed patient expectations at each encounter. Anticipate patients' needs; inform patients of delays; offer alternatives (cafeteria, reschedule). Consistently use
As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.