Provider Support Assistant - GI Admin

Duke University Health System; Durham (NC); On-site; USD 38,000 - 52,000; Full time

Job summary

Duke Health is seeking a Provider Support Assistant to perform administrative responsibilities in support of one or more physician(s) and/or advanced provider(s). The role involves handling calls, routing to appropriate staff, managing voicemails, and processing letters and clinic notes.

Responsibilities include scheduling, patient communication, referrals, records management, and coordination with CMAs and nurses to address patient questions promptly.

Qualifications

• High school diploma or equivalent education is required.
• One year of clerical or general office support experience is required.

Responsibilities

• Obtain complete information on incoming calls (name, MRN, phone number, date of call, reason for call).
• Assist callers or direct them to the appropriate person or group in a timely fashion.
• Retrieve voicemails the same day and respond within 48 hours or route appropriately.
• Print or route letters and clinic notes within 24 hours of receipt.
• Enter recalls based on path letters and update Health Maintenance.
• Schedule or reschedule clinic or procedure appointments and ensure accuracy of changes.
• Conduct provider schedule audits and pre-call clinic patients 5–7 days in advance.
• Send referrals to outside facilities as requested by providers.
• Upload outside medical records to Epic through Solarity and prepare pathology slides as needed.
• Respond to Inbasket and e-mail messages within 48 hours; complete non-urgent requests within 5–7 days.

Education

High school diploma or equivalent

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

DHIP Administrative Offices RTP - 4825 Creekstone Dr

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).

Telephone Responsibilities

JOB DUTIES AND RESPONSIBILITIES

• Obtain complete information on incoming calls (name, MRN, telephone number, date call was received and reason for call)
• Assist the callers (Outside medical providers, laboratories, pharmacies, and patients) or direct callers to the appropriate person or group (Appointment center, clinic, nurse, transplant, and 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, return the patient’s call within 48 hours and or route appropriately

Letters / Clinic Notes

• Print/Route letters and clinic notes that are routed to you within 24 hours of receipt
• Enter Recalls based on path letters and update Health Maintenance

Schedules

• Schedule or reschedule clinic or procedure appointments when necessary
• Process schedule change forms within 48 hours of receipt to ensure accuracy and completeness
• Make sure changes are reflected in Maestro Care within 1-2 weeks and follow up if changes are not made
• Make sure all patients are bumped in a timely fashion
• Enter scheduling inquires and follow up if scheduling issues are not addressed within 3 days
• Work closely with CMAs and Nurses to make sure patient questions are answered quickly
• Review schedules one week in advance to identify cancellations and potential scheduling errors, communicate to scheduling center as appropriate
• Review schedules and templates for errors
• Conduct provider schedule audits to ensure each schedule is accurate every month and every 6 months
• Pre-call each clinic patient 5-7 days and in advance to review appointment date, time and location and document appropriately in Maestro Care
• Identify and confirm all alternative prep and YPA patients per monthly schedule and document appropriately within Maestro Care
• Schedule Transplant Consults within 72 hours of receiving the referral
  • Send an appointment letter to the patient and the referring provider

Referrals

• Send referrals to outside facilities for labs, studies, tests, etc. as requested by providers

Outside Records, Powershare, Solarity And Pathology Slides

• Make sure that New and Transplant Consult patients have outside records in Maestro Care prior to the appointment
• Upload outside medical records to Epic through the Solarity software
• Request outside images through Powershare or compact disk
  • Upload images into Powershare and enter orders into Epic to complete upload request
• Request outside pathology slides from outside medical facilities
  • Request clinician to enter an interpretation order
  • Deliver Slides to the Pathology Department

Inbasket And E-mail Messages

• Respond to Inbasket and e-mail messages within 48 hours and complete any non-urgent requests within 5 to 7 days or within the specified timeframe given. For urgent requests, it is required to complete the task as soon as possible or within the specified timeframe given

Fax Box Management

• Monitor and distribute the faxes to the resource nurses, staff assistants, or appropriate recipient within 24 to 48 hours of receipt

External Laboratory Results

• Fax laboratory orders to external facilities per the patients request
• Complete reminder calls for patients who have labs overdue
• When results are received, create a PDF of the document and upload into the shared folder within the Duke Box within 24 to 48 hours of receipt
• Upload the documents into Epic through Solarity

Job Eligibility Requirements

• High school diploma or equivalent education required.
• One-year experience of clerical or general office support required.

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.