Healthcare Access Team Supervisor

1 week ago


Durham, North Carolina, United States Duke University Full time

Location: Durham, NC, US

About PRMO: Established in 2001, the Patient Revenue Management Organization (PRMO) serves as a fully integrated, centralized revenue cycle entity supporting all facets of Duke Health. This includes Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, the Private Diagnostic Clinic, and Duke PrimaryCare. The PRMO is dedicated to optimizing the revenue cycle through enhanced management of scheduling, registration, coding, health information management operations, billing, collections, cash handling, and customer service. Our mission is to deliver exceptional service by improving the patient experience, ensuring financial stability, and upholding Duke's commitment to advancing health collaboratively.

Position Overview: Duke University Health System - Patient Revenue Management Office (PRMO) is seeking a Service Access Team Leader who will embody our mission of Advancing Health Together.

Role Responsibilities:

The Patient Service Associate Team Lead plays a crucial role within the patient care team in the clinic/service area. Key responsibilities include:

  1. Overseeing patient registration processes, ensuring accurate patient identification, demographic and insurance updates, and managing check-in/check-out procedures.
  2. Handling point-of-service collections, including deductibles, copays, coinsurance, and outstanding balances.
  3. Managing referrals and order processing, as well as appointment scheduling in accordance with established protocols.
  4. Upholding Duke's values and demonstrating expected behaviors to foster a positive patient experience and work environment.
  5. Maintaining a professional demeanor in both appearance and communication.
  6. Ensuring that the registration desk and waiting areas are secure, private, and well-maintained.

Job Duties:

Preparation for Clinic:

Review the daily patient list and complete necessary pre-visit activities as required by the clinic/department. Manage clinic work queues according to established policies, addressing missing registration items, referrals, and orders.

Patient Check-In:

Accurately identify patients in the system, verify/update demographic and insurance information, and run eligibility checks for any updates. Direct patients with financial inquiries to the Financial Care Counselor.

Scheduling Tests and Procedures:

Ensure accurate scheduling of ancillary services as per physician orders, explaining preparation instructions to patients as needed.

Customer Service and Safety:

Engage with patients, visitors, and staff in a professional manner, anticipating patient needs and providing timely information. Uphold safety standards and report any issues promptly.

Team Leadership:

Coordinate and lead clerical activities, assist in planning work schedules, and participate in the hiring process. Provide training and monitor the progress of new employees, ensuring compliance with all regulatory and policy requirements.

Minimum Qualifications:

High school diploma is required.



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