Service Access Team Leader - Signature Care

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

Signature Care at the Center for Living - 3475 Erwin Rd

JOB SUMMARY

We are seeking a Service Access Team Lead for our Signature Care clinic at the Center for Living location 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.

JOB DUTIES AND RESPONSIBILITIES

• Prepare for clinic visits by reviewing next day patients, completing reminder calls, and other next day activities to include but not limited too- entering pre-visit orders, identifying required paperwork, reviewing patient accounts and be prepared to collect on account balances and membership fees.
• Check-in on arrival, double identifiers for patient verification, and update all demographics in Maestro. Make all necessary edits. Present patients with any required forms for visits. Complete all Maestro check-in fields and clear all maestro alerts. Check-out patients and make return appointments.
• Open daily cash management batch for collecting payments and close each batch at the end of each business day adhering to all cash management processes and policies
• Review all work files/workques in Maestro and make sure to make all necessary adjustments/changes to clear any issues related to the patient account.
• Manage the Signature Care referral workque with the goal that all will be addressed and completed within 24 hours of submission.
• Explain billing to patients according to PRMO credit and collection policies. Handle internal billing system for internal concierge fees.
• Answer telephone 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. Enter all phone encounters via Maestro as necessary.
• Bill schedules for the provider templates.
• Handle special provider request and projects from Service Access MGR, providers and HCA.
• Back up Cash Manager to FCC, This includes participating in monthly cash audits with the SAM and/.or HCA. Insuring daily deposits and maintaining detailed files per policy.
• Support the clinic FCC with Travel Clinic.
• Help train new staff onboarding.
• Plan and schedule for all clerical staff ensuring proper distribution of assignments and manning front desk/phones. Backup to the SAM for Signature Care Center for Living and South Durham clinic when needed.
• Provide recommendations on staff hires, performance reviews, vacation request, and clinic coverage.
• Work-que monitoring and making sure staff completion. Provide recommendations to the SAM and HCA for resolution on issues related to inefficiencies.

JOB ELIGIBILITY REQUIREMENTS

• Requires knowledge of basic grammar and mathematical principles normally acquired through high school education but some business related courses are a plus.
• Prefer previous experience as clinic patient service associate and/or financial care counselor.
• 2-4 years’ experience in a healthcare setting preferred.
• Minimum of one year of work experience in directly communicating and providing service to patients or public is required.
• Experience in effectively coordinating multiple tasks or activities is required.

JOB HOURS

The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays.

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.