Duke University Health System

General

• Virtually maintain constant direct observation and visualization of identified patients under the supervision of a registered nurse or virtual registered nurse
• Monitor changes in patients’ physical, emotional, and mental conditions
• Communicate patient status and changes to bedside and virtual nursing teams
• Observe and report behavioral changes
• Document observations in the electronic health record
• Escalate unsafe events via alarms or redirections
• Monitor patients in seclusion and/or restraint
• Collaborate with bedside and virtual nursing staff on patient safety plans of care
• Participate in reviewing work-area activities and processes and assist with continual service improvement
• Comply with regulatory and legal requirements
• Find and order RSO carts as needed
• Make workstation assignments each shift
• Receive handoff from bedside nursing staff and share observation details with assigned RSOs
• Help bedside teams set up carts, troubleshoot audio/video issues, and discontinue carts

Safety Observer, Patient Attendant, Float Pool, PRN

Account Executive

• Record and generate information related to the patient revenue process
• Gather and process information impacting patient revenue
• Apply complex rules in the work environment to achieve desired outcomes
• Record or generate revenue while maintaining high production and quality standards in compliance with DUHS policies
• Initiate and develop customer relationships to gather and process information or resolve issues
• Support accurate reimbursement and optimize internal and external customer satisfaction
• Operate general office equipment
• Generate letters and work on spreadsheets
• Enter and sort data
• Work independently and make decisions regarding individual work activities
• Perform assignments defined by the immediate supervisor or manager

Patient Account Associate – Payment Posting

Physician

• Serve as a member of the Virtual Care Team’s Virtual Weight Management Clinic
• Manage patient needs through video visits
• Provide comprehensive obesity care for adult patients, including assessment, diagnosis, and treatment
• Deliver behavioral and lifestyle therapy and pharmacotherapy
• Collaborate with a multidisciplinary team of Registered Dieticians, Health Coach, and Behavioral Therapist to optimize comprehensive care
• Provide care for acute illnesses via video visits when weight management appointments are not fully utilized

Weight Management Physician

Team Lead

• Serve as first-line support for Financial Care Counselors within hospital locations
• Coordinate with the Service Access Manager to ensure work is completed effectively and according to policies and procedures
• Perform Financial Care Counselor duties, including patient registration, scheduling, arrival, point-of-service collections, cash management, work queue management, financial counseling, and training
• Provide oversight of daily registration and financial counseling activities
• Provide real-time coaching and feedback to Financial Care Counselors
• Support front-end revenue cycle activities and patient/workflow coordination
• Plan FCC work schedules and daily assignments and modify them as needed
• Identify supply and resource needs and maintain proper inventory
• Identify improvement opportunities and monitor initiatives to improve customer satisfaction and meet metrics
• Review revenue cycle reports, track trends and outcomes, identify system issues, and provide feedback and training
• Monitor adherence to policies and procedures
• Round with team members to evaluate scripting and patient interactions and provide feedback
• Monitor hospital work queues, including Patient, Account, Charge Review, PB and HB Claim Edits, for timely account resolution
• Provide hospital-location support when the Service Access Manager is unavailable and escalate urgent issues
• Participate in interviews and provide feedback for hiring, termination, and employee evaluations
• Motivate, train, coach, orient, and assess new and existing employees
• Share departmental procedures and updates with the team
• Participate in staff meetings, huddles, quality initiatives, root cause analysis, and quality/safety event response
• Attend, participate in, and lead training activities and group meetings
• Follow downtime procedures during system outages
• Support new technology implementations and train staff on related processes
• Manage team issues in a considerate and timely manner
• Follow procedures for imprest cash and end-of-day deposits
• Participate in internal control audits and ensure team compliance
• Perform other duties assigned by Hospital Service Access leadership

Patient Account Team Lead

Reimbursement Specialist

• Compile, analyze, and report on departmental operating-unit performance
• Analyze departmental-specific reports and provide feedback
• Ensure accurate and compliant charge items and resolve billing inconsistencies using clinical and coding knowledge
• Coordinate projects and audits to improve revenue-cycle processes, charging and billing efficiency, and collection efforts
• Provide historical information to assist management with forecasting
• Work with departmental directors, managers, and personnel to ensure budgetary compliance
• Manage accounts-receivable and/or financial-reporting systems
• Prepare reports and analyses for PRMO, DUHS, and PDC leadership
• Coordinate communication among insurance companies, governmental agencies, providers, and support staff
• Trend and report departmental performance indicators and goals
• Recommend improvements to financial systems and conduct in-house operating-unit audits
• Assist with departmental goal and objective development
• Manage and delegate database inquiries when applicable
• Create work assignments and train employees
• Maintain professional relationships with internal and external agencies and professional organizations
• Serve as liaison between physicians and the PRMO when applicable
• Conduct employee quality reviews and provide feedback to management and employees when applicable
• Develop and provide job-specific training
• Perform other related duties

Safety Observer, Patient Attendant, Float Pool, PRN

Patient Account Associate – Payment Posting

Weight Management Physician

Patient Account Team Lead

Reimbursement Specialist – Outpatient Medication Authorization