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Service Access Team Leader - DRAH PT/OT & Speech Brier Creek

PRMO Full Time Raleigh, North Carolina
Requisition Number: 236738

Duke Health strongly recommends getting up-to-date vaccinations against COVID-19, especially for those with conditions that place them at higher risk. However, COVID-19 vaccination is no longer a requirement for team members at Duke Health.

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 Duke’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.

This position will split time between Wake Forest and Raleigh

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 Service Access 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.

Job Summary

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

Minimum Qualifications


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.

· Entry level supervisory skills (coaching/counseling, performance evaluation) 

· Knowledge of staff planning

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 “Words that Work” and RELATE in daily interactions with patients, their loved ones and each other. Provide directions, organize escorts, and arrange for interpreters and taxis as needed.  Follow HEART/Service Recovery as needed and elevate concerns or situations to clinic leader ship as soon as possible.  Contribute to a positive work environment by living Duke’s values and demonstrating expected behaviors.  Report safety issues timely to clinic leadership and report personal safety incidents within 24 hours of occurrence.  Identify operational improvements to maximize efficiency and effectiveness of services provided. Communicate opportunities to management.

Scheduling tests and procedures

Complete ancillary scheduling accurately, according to physician orders. 

Ensure all tests and consultations are scheduled in the correct sequence. 

Explain test preparations to patients, according to standard practice instructions.

Cash Management 

Explain billing and share Financial Assistance Policy FAQs to patients according to PRMO policies. 

Collect patient liability (payments due to include copay, deductible, coinsurance , prepayments as appropriate and balances). 

Ensure that patient receives financial counseling if necessary, based on ability to pay, account status flags, billing inquiries and waiver requirements. 

Balance cash collections to User Batch Report daily. 

Reconcile cash discrepancies as required. 

Secure cash appropriately at all times during clinic hours. Return cash bag at end of shift to Cash Manager.

Patient check-out (as applicable) 

Identify patient; review the Check Out screen or the AfterVisit Summary (AVS) for orders (same day or future), referrals and follow up information. Schedule as appropriate. Coordinate/schedule follow up appointments ensuring correct appointment type, location, provider and referring physician, as applicable.

Patient check-in

Identify correct patients in Maestro Care. Verify/update patient demographic and insurance data as needed. Run RTE (Real Time Eligibility) for any updates or changes to insurance.  Complete check in – responding as needed to alerts, warnings and confirmation checks.  Refer patients with financial questions to the Financial Care Counselor.  Present and educate patients on required forms (MSPQ, COA/COT, ABN). Obtain signatures on forms as required and process forms per policy.  Collect co-payments, deductibles, prepayments  and balances on accounts due; post payments correctly in Maestro Care. Provide receipt. Patients unable to pay should be sent to the Financial Care Counselor.  Coordinate all labs/procedures in accordance by physician/provider request.

Duke is an Affirmative Action/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, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the 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 essentialjob 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.

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