Patient Service Associate - Duke Raleigh Hospital - Full Time
Duke Raleigh Hospital offers the latest in care and technology in a patient-friendly setting. It has been an important part of Duke Health since 1998 and has served Wake County for more than 35 years, employing more than 1,300 people.The hospital provides 186 inpatient beds and a comprehensive array of services, including the Duke Raleigh Cancer Center, Duke Raleigh Orthopedic and Spine Center, cardiovascular services, neurosciences including the Duke Raleigh Skull Base and Cerebrovascular Center, advanced digestive care, disease management and prevention, wound healing, outpatient imaging, intensive and progressive care, pain clinic, same-day surgery, emergency department and community outreach and education programs. In fiscal year2018, Duke Raleigh Hospital admitted 9,484 patients and had 230,957 outpatient visits in fiscal year 2017.
U.S. News & World Report ranked Duke Raleigh Hospital as #14 in North Carolina and #6 in the Raleigh-Durham area for 2018-19.
General Description of the Job Class
With the use of the PACS (Picture Archiving and Communication System), MaestroCare (Epic) and Nuance Powershare, the PSA will support physicians, technologist and other medical staff in the acquisition, storage and distribution of digital patient records in Radiology. It is the responsibility of the PSA to protect patient confidentiality and to ensure the maintenance and integrity of the patients’ Radiology record is maintinaed while images are retrieves, tstored and distributed to patient, providers, hospitals and other entities both internal and external to DUHS. The PSA coordinates and participates in a variety of clerical activities involved in the tracking, retrieval and distribution of CDs. Position also involves customer service, message distribution and ancillary scheduling.
Duties and Responsibilities of this Level
Utilize the MaestroCare Image Library Worklist to process orders from providers to store images in PACS.
Operate the Digital Medica Creator (DMC) and PACSscan equipment to create CD or DVD containing imaging studies in DICOM format at the request of patients, providers, hospitals and other entities.
Upload outside DICOM imaging studies from CD or DVD to PACS.
Merge DICOM imaging studies in PACS to the MaestroCare order.
Fulfill requests from DUHS images by pushing DICOM images from PACS to Powershare.
Push images received in Powershare to PACS in order to fulfill the MaestroCare physician order.
Obtain signed patient authorization to release medical information as required by DUHS policy.
Utilize Microsoft Word, Excel, Outlook, MaestroCare, PACS, and Powershare to complete daily logs, correspond with attorneys, physicians patients and other staff members.
Respond to request for images and repots related to legal cases. Communicate professionally and timely in written and oral communication, with attorneys, judges, and social workers.
Troubleshoot problems with image quality and equipment malfunction and submit timely and effective Service Now Requests.
Transcribe radiology orders from community physicians in MaestroCare for walk-in exams and scheduled exams.
Schedule and cancel exams for all modalities as needed in MaestroCare.
Provide reminder appointment phone calls to patiens to include prep instructions, directions and parking. Update the appointment note.
Provide mammography technologist support to include obtaining images and respots from outside faciltiies, pushing images to PACS and the Hologic Workstation, and checking systems to ensure accuracy.
Answer telephone, take and deliver messages to physicians, nurses and others. Distribute mail, collect and scan medical records for HIM. Use email to send and receive signed documents and handling faxed requests. Report obtained medical information from patients and referring physicians accurately, completely and timely. Disseminate messages according to practice communication standards.
Functions performed by this position have a direct impact on patient safety and the timeliness of patient care. This position routinely coordinates with outpatient clinics, inpatient units, Emergency Department and surgeons both internal to DUHS and external DUHS.
In all aspects of the job, the candidate must pay close attention to detail and perform with high accuracy consistently in a high volume area, all while strictly adhering to Federal and State regulations and DUHS policy.
Display a helpful and professional attitude when helping patient, DUHS staff and coworkers. Highly developed customer service skills are required in order to meet patient needs and internal customer expectations.
Effectively communicate with all DUHS employees including physicians, nurses, technologists, patient service associates and administrative professionals.
Required Qualifications at this Level
Work requires knowledge of basic grammar and mathematical principles normally acquired through high school education
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:
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
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.