Provider Support Assistant - Endocrinology

Duke Clinical Research Institute; Durham (NC); Hybrid; USD 23,000 - 30,000; Full time

Job summary

Duke Health seeks a Provider Support Assistant to perform administrative responsibilities in support of one or more physician(s) and/or advanced provider(s). The role handles patient communications, coordinates care, manages scheduling and records, processes faxes and forms, assists with FMLA/disability paperwork, and ensures timely delivery of clinic notes and results through Maestro-Care.

The position requires a high school diploma, at least one year of clerical experience, and proficiency

Qualifications

• High school diploma or equivalent.
• 1 year of clerical/office experience or equivalent.
• Proficiency with Word and Outlook.
• Ability to learn web-based software quickly.
• EPIC/EPIC Cadence experience desired.

Responsibilities

• Answer patient communications (phone, email, faxes) and coordinate care.
• Route calls/messages to appropriate areas with details.
• Enter messages in Maestro-Care and assist triage.
• Process or route faxes and forms per clinic protocol.
• Assist with FMLA or disability paperwork as needed.
• Review schedules, ensure records and labs are complete.
• Manage outside records and imaging submissions.
• Send referrals and ensure timely follow-up appointments.

Skills

Communication skills

Organizational skills

Typing / keyboarding

Word & Outlook proficiency

Education

High school diploma or equivalent

Tools

EPIC

EPIC Cadence

Maestro-Care

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.

Duke Health Integrated Practice

Duke Health Integrated Practice comprises more than 110 primary and specialty outpatient clinics, extending the reach of the Duke Health mission across the state of North Carolina.

JOB LOCATION

Department of Endocrinology - Remote Position (On-Site as needed): supporting Cary, South Durham, Brier Creek, Duke South 1A and Virtual providers / clinics

JOB SUMMARY

We are seeking a Provider Support Assistant to perform administrative responsibilities in support of one or more physician(s) and/or advanced provider(s).

JOB DUTIES AND RESPONSIBILITIES

• Regarding Patients Communications: Answer all patient communications (phone calls, emails, faxes, etc.) regarding coordination of care, medical results and the tracking of documents.
  • Obtain complete information on incoming calls from patients and physicians (name, MRN if applicable, telephone number, date call was received and reason for call)
  • Route call or message to appropriate area (appointment center, clinic, provider) in a timely fashion. When paging a provider, list your name and telephone number on the page.
  • Retrieve voicemails the same day, record all information and date and time of the message and route accordingly
  • As appropriate, enter phone messages as an In-basket Message in Maestro-Care for Triage/MD/APP
  • Process or route incoming faxes including prescription requests, diabetic forms, patient FMLA paperwork, patient DMV forms and disability requests as prescribed by clinic protocol.
  • As needed; assist with completion of FMLA and/or disability paperwork for providers if needed, collect, submit and record on spreadsheet for tracking
• Review provider schedules to ensure appropriateness of visit; that all records are received and pre-visit lab work is complete.
• Review provider schedules in advance and ensure patients are in correct appointment slots and review schedule for overbookings. If needed, refer patients to the patient Access team for re-booking.
• Review clinic patient lists in advance (particularly new patients) and ensure records are available to the provider prior to clinic including consult notes, lab results if any, diskettes, slides, etc. As needed;
  • Order outside records
  • Communicate with the referring physician's office to obtain records
  • Communicate with the patient to obtain medical records release
  • Request imaging CDs and submit to PACS for upload
  • Receive and print/scan outside medical records
  • Route all clinic notes to patient's care team
  • Request records on returning patients that have been seen elsewhere since last visit (i.e. hospital, ED, Urgent care, local Oncologist, Radiation Oncologist, etc.)
• Process no show letters.
• Process provider letters, clinic notes lab results to patients within 24 hours.
• Ensure follow-up and lab appointments have been scheduled or are in queue to be scheduled.
• Send referrals to outside facilities signed by providers for labs, studies, tests, etc.
• Scan all paper records and required documents to HIM.
• Update Maestro-Care Health Maintenance tab to reflect the appropriate return interval.

JOB ELIGIBILITY REQUIREMENTS

• High school diploma or equivalent education required.
• One year of clerical, office support, or related experience is required; or an equivalent combination of relevant education and/or experience.
• Basic keyboarding skills with an ability to learn web-based software applications quickly.
• The individual should be highly organized.
• Additionally, proficiency at Word and Outlook are required.
• EPIC and EPIC Cadence experience is desired.

JOB HOURS

The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays.

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.