Access Specialist I- AR

Duke Health; Durham (NC); On-site; USD 25,000 - 33,000; Full time

Job summary

Duke Health Access Services is seeking a patient-centered Appointment Scheduler to join our team. You will handle scheduling, rescheduling, and directions, coordinating across DUHS and PDC locations, and using Epic, Cadence, and telephony systems to streamline visits.

Ideal candidates have 2+ years in customer service or 1 year in healthcare or call center roles, with strong communication and problem-solving skills. A high school diploma is required; college is preferred.

Qualifications

• A high school diploma or equivalent is required.
• 2 years customer service experience or 1 year healthcare/call center experience preferred.
• Ability to communicate clearly with patients and providers and to translate requests into scheduling actions.
• Familiarity with Epic scheduling workflows and related systems is a plus.

Responsibilities

• Schedule, cancel, and reschedule appointments and provide general appointment information.
• Coordinate services across multiple clinical locations and departments.
• Communicate with patients, referring providers, and Duke staff professionally in writing and verbally.
• Resolve scheduling conflicts and offer alternative providers or locations when needed.
• Use scheduling tools and telephony systems to manage appointments and related tasks.

Skills

Customer service

Scheduling

Communication

EMR knowledge

Education

High school diploma or equivalent

College preferred

Tools

EPIC

Cadence

On Base

Finesse

ZOOM

TeleOpti

Job description

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.

General Description Of The Job Class

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.

Duties And Responsibilities Of This Level

• 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.
  

Revenue Cycle

• 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.
• Working from a worklist:
• 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.
  

Quality And Performance Measures

• Achieve call quality standards job results, recognizing calls are recorded and scored.
• Meet quality and performance expectations.
• Adhere to published daily work schedules and percentage of availability scores.
• Achieve service measures such as lower percentage of abandoned calls, call duration and calls lost.
• Support other services and functions within the Duke Health Access Services.

Education

A high school diploma or equivalent is required. College or completion of post-secondary education is preferred.

Experience

A minimum of 2 years of customer service experience or 1 year of relevant healthcare and/or call center experience.

Duke is an 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 (including pregnancy and pregnancy related conditions), sexual orientation or military 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 essential job 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.