What are the responsibilities and job description for the CUSTOMER SERVICE ASSOCIATE - CALL CENTER & MY CHART position at Dukehealth.org?
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 Health's Patient Revenue Management Organization
Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health's fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions.
General Description
Answer and respond to patient inquiries associated with taking payments, setting up payment plans and / or documenting data for financial assistance support.
Duties and Responsibilities of this Level :
Call Center Inquiries (85%)
- Answer and resolve inbound inquiries related to taking payments, setting up payment plans, and submitting request for financial assistance via telephone
- Identify on all calls and inquiries appropriately in support of Duke branding and Call Center professionalism expectations
- Assist with the patient's inquiry or issue that is presented by collecting information and data and conducting thorough research of the EPIC patient accounting systems.
- Review information for an appropriate solution and take the necessary action needed to resolve the issue.
- Thoroughly update and document notes or system comment fields with all information pertaining to an inquiry (i.e. questions, answers, actions, follow up items required).
- Communicate with the patient, physicians, collection agency, internal departments and all other internal and external customers in a professional, courteous, and respectful manner.
- Maintain a working knowledge of relevant DUHS and PRMO policies and procedures.
- Follow escalation protocol where applicable to ensure appropriate and timely resolution of all patient inquiries
- Meet and maintain quality, production and behavioral standards as documented in the onboarding documentation and monthly reviews.
General (10%)
Other (5%)
Required Qualifications at this Level
Education
High School graduate
Experience-
Prior experience in customer service within Healthcare preferred
Degrees, Licensure, and / or Certification
Medical Certificate in Medical Billing or Medical Office Administration or similar preferred
Knowledge, Skills, and Abilities :
Basic computer skills to include Microsoft Word
Strong communication skills, both orally and in writing
Distinguishing Characteristics of this Level
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.
