Patient Service Associate (PSA)

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) - Duke Urgent Care Croasdaile $2,500 commitment Bonus for Eligible Candidates Duke Urgent Care Croasdaile is a dynamic clinic at the forefront of accessible healthcare in Durham. Serving patients of all ages, from newborns to adults, the clinic provides expert care for minor injuries and illnesses, including sprains, fractures, respiratory infections, and allergic reactions. With a diverse team of skilled providers, including a dedicated pediatric specialist, Duke Urgent Care ensures personalized, high-quality treatment when it’s needed most. Known for innovation and excellence, this trusted clinic is a cornerstone of progressive healthcare for the community.

Location: 1821 Hillandale Road, Suite 24A, Durham, North Carolina 27705

Clinic Hours: 8am – 8pm, Monday through Sunday

Schedule: Three 12-hour shifts per week, with rotating weekends

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

Job Title: PATIENT SERVICE ASSOCIATE

Job Code: 4502

FLSA: N

Job Level: B2

Revised Date: 07/01/2015

Supervisory Responsibility: No

Duke University is an 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, (including pregnancy and pregnancy related conditions), sexual orientation, or military 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 essential job 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.