Patient Service Associate - Heritage Internal Medicine

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 Primary Care

Pursue your passion for caring with Duke Primary Care, which offers family, adolescent, and internal medicine services as well as urgent, general pediatric, and virtual care at nearly 50 clinic locations across central North Carolina.

Patient Service Associate (PSA) - Heritage Internal Medicine

**$2,500 commitment Bonus for Eligible Candidates**

Duke Primary Care Heritage Internal Medicine provides comprehensive care for adults, offering services such as annual physicals, preventive care, chronic condition management, acute illness treatment, diabetes education, nutrition counseling, immunizations, and women's health screenings. With seven to eight providers, the clinic sees over 140 patients daily, ensuring quality, personalized care for individuals aged 18 and older. Lab testing is also available for added convenience.

Location:2609 North Duke Street, Suite 1000, Durham, NC 27704

Hours: 8am - 5pm Monday - Friday

What you will do:

As a Patient Service Associate, you will be responsible for coordinating and performing a variety of administrative tasks to support the daily operations of the clinic. This includes clinic preparation, verifying patient identification, managing check-in and check-out processes, posting charges, handling cash transactions, and scheduling patient appointments. Additional duties include delivering exceptional customer service, managing message distribution, coordinating ancillary service scheduling and preparation, and processing patient referrals.

• Prepare for clinic visits by reviewing next day patients and completing next day preparation activities.




• Enter pre-visit orders and prepare new patient charts.
• Pick up X-rays, office charts, medical records, reports, petty cash and collections bag.
• File history sheets, ancillary reports and all other required patient record documentation.
• Return medical records.
• Attach HIPPA/Medicare documents to the encounter forms.




• Check-in patient upon arrival in the practice.




• Identify correct patient information in Maestro Care.
• Verify patient demographic data.
• Edit Maestro Care as needed.
• Accurately identify the appropriate account for patient visit.
• Present and educate patients on required forms and obtain signature as required by policy and procedure.
• Completes all Maestro Care check-in files and manage all appropriate alerts.
• Collect and post co-payments and balances on accounts due.
• Imprint all patient specific chart documents and requisition/transmittal documents.
• Copy, file and distribute insurance cards as indicated by procedure.
• Coordinate all labs/procedures as requested. Maintain private physician office charts.




• Prepare encounter forms.




• Investigate and account for missing encounter forms.
• Audit encounter forms for completeness and accuracy before batching.
• Batches encounter forms or charge posting in Maestro Care.




• Schedule tests and procedures.




• Complete and distribute ancillary service requisitions.




• Explain billing to patients according to PRMO credit and collection policies.




• Determine the amount of cash to be collected based on insurance plan.




• Check-out patients.




• Make return appointments by scheduling patients into the correct appointment type, entering the primary care physician or referring physician and scheduling tests and procedures.




• Answer telephone, take and deliver messages to physicians, nurses and others.




• Report obtained medical information from patients and referring physicians accurately, completely and timely.
• Disseminate messages according to practice communication standards

What you will need:

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 providing service to patients or public; preferably in a healthcare related field. Experience in effectively coordinating multiple tasks or activities.

Degrees, Licensure, and/or Certification

• N/A

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.

Distinguishing Characteristics of this Level

• N/A