Darrell Knighton

• Team Leadership & Management: Recruit, onboard, train, and provide ongoing coaching and support to a team of Service Valets.
• Operational Oversight: Ensure the effective and timely completion of doorstep trash and recycling collection services for multiple properties.
• Scheduling & Timecard Management: Create and manage service schedules, and review and approve associate timecards.
• Budget Management: Oversee labor budgets to ensure operational efficiency.
• Quality & Safety Compliance: Conduct property inspections to ensure adherence to service standards, safety protocols, and resident and employee compliance.
• Fleet Management: Oversee the maintenance of fleet trucks.
• Communication: Foster open communication within the team and collaborate with the Operations Manager.

• Performs various appointment and access-related duties to include, but not limited to, scheduling, canceling, rescheduling, general appointment information, and directions.
• Coordinate services across multiple DUHS and PDC clinical locations, departments and providers.
• Service oriented tasks are transactional and productivity-based.
• Professionally and effectively, communicate verbally and in writing with patients, referring providers, colleagues, and Duke Providers.
• Actively identify, listen, and understand the needs of the caller.
• Own calls through the resolution of requests.
• Proactively resolve conflict, utilizing emotional intelligence and positive language based on Duke Health Access Services values.
• Understand and effectively utilize appropriate medical terminology.
• Proactively offer alternative providers or locations when appropriate.
• Utilizes multiple technology applications and systems to perform scheduling tasks to include but not limited to: EPIC, Cadence, Op-time, Template changes, On Base and Telephony Systems such as Finesse, TeleOpti, and ZOOM.
• Identify the caller and relationship to the patient, using compliance- based scheduling guidelines.
• Identify the patient using 2 identifiers in accordance with compliance guidelines.
• Register the patient by entering, verifying and/or updating demographic and guarantor information including emergency contacts.
• Gather special needs information and coordinate the provision of necessary support services, i.e., disabilities, language services, other special needs.
• Translate a patient's request using clinical terminology and specialty-specific guidelines that are recognized by our information systems and approved by our clinical leadership.
• Use scheduling questionnaires, scheduling guidelines and other scheduling-related resources to conduct an advanced appointment search.
• Determine the appropriate provider, appointment template, and slot while respecting provider, referring provider, and patient preferences.
• Coordinate and, where appropriate, schedule necessary tests and studies associated with a clinic visit.
• Understand and respond appropriately to scheduling-related warning messages to ensure provider template guidelines are adhered to and the patient is scheduled with the right provider in the right time slot.
• Complete the appointment by resolving all registration and scheduling warning messages, confirming referring provider, the location of the visit, directions and additional scheduling instructions as specified by specialty.
• Collect or verify insurance information.
• Initiate an eligibility check for new insurance entries.
• Communicate sensitive, health care related financial obligations of the patients when a non-contacted insurance, self-pay or Out-of-County Medicaid, Veterans Administration, or Worker's Compensation coverage is realized.
• Follow workflows to include creating a referral for a financial review, and trace the progress of the referral until the patient requires an appointment to be scheduled.
• Identify who is responsible for the payment for the bill and enter the information in the guarantor section.
• Notify patient of financial responsibility for the visit to include the payment that will be required at the time of the visit.
• Analyze work lists and prioritize by Emergent, Urgent, and Routine request.
• Work lists include: Faxed referral request from strategic partners, medical practices and programs.
• Referral request submitted by internal Duke Providers for new patient appointments.
• Patients needing an appointment rescheduled due to a change in the provider's schedule.
• Patients needing a future appointment when provider schedules are not yet published.
• Patients needing a sooner appointment.
• Use all available resources to contact the patient, including phone numbers, MyChart account, and email while following compliance guidelines.
• Provide detailed information about the reason for the call. Be prepared for questions, remain attentive, and resolve complex tasks.
• If the patient is ready to schedule, make the appointment and/or coordinate any related tests or labs, following approved scheduling algorithms.

• Conduct interviews with patients and/or family members in the department and/or at bedside gathering demographic and insurance information.
• Assure the completeness and accuracy of required registration documents including voluntary/involuntary admissions for each patient medical record.
• Collect point-of-service payments (cash, credit card, check) for ED co-pays, deductibles, coinsurances, pre-payments and balance collections at the end of every shift, prepare a daily deposit, and report any discrepancies.
• Work as part of an interdisciplinary care team, establishes, educates and maintains an effective working relationship with physicians, administrators, co-workers and staff.

• Leads a team of focused sales professionals.
• Motivates and engages sales team to meet and exceed their sales goals and customer care metrics.
• Ensures sales teams are retaining customers through positive customer relationship building.
• Diffuses customer escalations, utilizing strong listening skills and probing techniques to overcome objections and save/upgrade customers.
• Utilizes strong assessment skills to continually inspect everything from the sales behaviors to the product knowledge of their teams and partners with management on change efforts as needed.
• Proactively identifies issues, builds action plans and seeks opportunities to grow their business and increase customer satisfaction.
• Works with their manager to provide subject matter expertise on all store functions, Cypher Network products, pricing plans, promotions, service features and visual standards, as well as those of competitors.
• Partners with their manager to build employee engagement and high performing teams by recruiting, training and retaining the best talent within their span of control.
• Provides daily coaching and directions to their team via multiple forums; one-on-ones, team huddles and department.
• Prepares and maintains basic financial records.

• Work in various outpatient care service areas/ Call centers.
• Registering patients and completing encounter forms.
• Collecting patient payments and insurance information and making proper referrals to financial departments.
• Contact insurance companies directly to verify/determine eligibility.
• Performs complex scheduling of providers, staff, facilities, home care and/or patients.
• Coordinates meetings, workshops, and other events, including travel, based on predetermined needs.
• Creates, proofreads or edits correspondence and documents for internal and external circulation.
• Checks records to verify accuracy and compliance with rules and procedures of appropriate system.
• Prepares and maintains basic financial records.
• Follow workflows to include creating a referral for a financial review, and trace the progress of the referral until the patient requires an appointment to be scheduled.

• Complete prior preparation activities as required by clinic / department area.
• Manage clinic work queues following appropriate policies and procedures.
• Identify correct patients in Maestro Care.
• Verify/update patient demographic and insurance data as needed.
• Present and educate patients on required forms (MSPQ, COA/COT, ABN).Obtain signatures on forms as required and process forms per policy.
• Collect co-payments, deductibles, prepayments and balances on accounts due; post payments correctly in Maestro Care.
• Provide receipt.
• Patients unable to pay should be sent to the Financial Care Counselor.
• Referral request submitted by internal Duke Providers for new patient appointments.
• Patients needing an appointment rescheduled due to a change in the provider's schedule.
• Patients needing a future appointment when provider schedules are not yet published.
• Patients needing a sooner appointment.
• If the patient is ready to schedule, make the appointment and/or coordinate any related tests or labs, following approved scheduling algorithms.

• Schedule appointments, and maintain and update appointment calendars in the computer.
• Collect, sort, distribute and prepare mail, messages and courier deliveries.
• Calculate and quote rental rates for audio/visual engineering equipment.
• Greet persons entering establishment.
• Operate telephone to answer, screen, and forward calls, providing information, taking messages and scheduling appointment.
• File and maintain records.

· Transport patients to and from clinical, ancillary, and support areas via wheelchair, stretcher, or van services as requested.

· Transfer patients to and from beds, wheelchairs, and stretchers.

· Transport lab cultures and specimens to labs.

· Assist patients in and out of vehicles and escort or transport them to and from hospital lobby.

· Carry luggage, open doors, and obtain messenger service for the transportation of people to other hospital locations.

· Approach, greet, and offer assistance and direction to customers entering the hospital.

· Assist the loading and unloading of patients onto ambulances and vans during periods of PRT non –service.

· Collect specimens, orders, requisitions, and equipment and deliver items to appropriate destinations.

· Assist in maintaining order and cleanliness in hospital lobby and entrance.

· Assist nursing staff with removal of expired bodies from units and transport to morgue.

· Participate in training of new employees.

· Ensure patient is properly identified before transporting.

· Ensure equipment is clean and is working properly.

· May transport to the OR, assist in room turnover and confirm OR packet is signed.

· Confirm method of transport and special needs.

· Attend educational programs as directed.

· Transporting patients in and out of hospital facilities and to other departments of the hospital.

· Assisting patients with walking.

· Making and changing beds.

· Providing quality customer service to the residents and or guests in the café.

· Prepping food for desired meals for the day.

· Taking meal orders.

· Maintaining café supplies.

· Serving food to residents and or guests in the café.

· Taking payments for food service.

· Tabulating and recording monies from the cashier drawer.