Patient Service Associate- Radiology Administration Duke Raleigh

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 Raleigh Hospital, A Campus of Duke University Hospital

Pursue your passion for caring with the Duke Raleigh Campus in Raleigh, North Carolina. With 204-beds, it is the third largest of the four Duke Health hospitals and offers a comprehensive array of services, including cancer, cardiovascular, neuroscience, advanced gastrointestinal, and wound healing care.

Job Summary

With the use of PACS (Picture Archiving and Communication System), MaestroCare (Epic), and Nuance Powershare the PSA will support physicians, technologists 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 maintained while images are retrieved, stored and distributed to patients, 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.

Work Performed

Utilize the MaestroCare Image Library Worklist to process orders from providers to store images in PACS.
Operate the Digital Media 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 for 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 requests for images and reports 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 Maestro Care for walk in exams and scheduled exams.
Schedule and cancel exams for all modalities as needed in Maestro Care.
Provide reminder appointment phone calls to patients to include prep instructions, directions, and parking. Update the appointment note.
Provide mammography technologist support to include obtaining images and reports from outside facilities, pushing images to PACS and the Hologic Workstation, and checking systems to ensure accuracy.
Answer telephone, take and deliver messages to physicians, nurses, technologist and others. Distribute mail, collect and scan medical records for HIM. Use email to send and receive signed documents and handling faxed requests.
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 to 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 patients, 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.  

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.

Level Characteristics

N/A

Minimum Qualifications

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, Licensures, Certifications

N/A