Patient Service Associate - Information Center

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 the four Duke Healthhospitals with 1062 patient beds, it features comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center, an endo-surgery center, and more.

 

Commitment Bonus $2,500 (2 equal installments over 12 months - 6 months increments) 

 

Work Arrangement - Onsite 

 

Various shifts: 

• 5:45 am–2:15 pm — 2 positions
• 1:30 pm–10:00 pm — 2 positions
• 10‑hour shift (9:00 am–7:30 pm) — 1 position (Monday, Friday, Saturday, Sunday)
• 10‑hour shift (7:30 pm–6:00 am) — 1 position (Monday–Thursday)
• 36‑hour / 3‑day shifts — 2 positions (Friday, Saturday, Sunday)
• One: 7:00 pm–7:30 am
• One: 9:00 pm–9:30 am
• Five 9:30 pm–6:00 am positions — same 8‑hour schedule each week
• Position 1: Off Friday & Saturday; works Sunday–Thursday
• Position 2: Off Tuesday & Wednesday; works Thursday–Monday
• Position 3: Off Saturday & Sunday; works Monday–Friday
• Position 4: Off Thursday & Friday; works Saturday–Wednesday
• Position 5: Off Sunday & Monday; works Tuesday–Saturday

 

 

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.