Provider Support Assistant - Durham

Duke Health Integrated Practice is an exceptional, multi-specialty physician practice encompassing 140 clinics across North Carolina. We attract and retain premier medical professionals with competitive compensation, benefits, and a nurturing work atmosphere that unites passion and purpose.

Learn more about us: https://dhip.dukehealth.org/about-us

JOB LOCATION

Duke South Clinics - 40 Duke Medicine Circle

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

Telephone Responsibilities – 

• Obtain complete information on incoming calls from patients and physicians
• Route call or message to appropriate area appointment center, clinic, provider in a timely fashion.
• Retrieve voice mails the same day, record all information and date and time of the message and route accordingly
• Enter phone messages as an Inbasket Message in MaestroCare for Triage/MD/APP

Schedules – 

• Submit Schedule change Request (SCR) form to close clinics
• Process SCR forms within 48 hours of receipt to ensure accuracy and completeness
• Make sure changes are reflected in MaestroCare within 1-2 weeks and follow up if changes are not made.
• Enter scheduling inquiries and follow up if scheduling issues are not addressed within 3 days.
• Monitor provider schedules for a rolling 30 – day period to ensure correctness of schedule, looking for cancellations or erroneous frozen slots, and/or to prevent gaps in schedules.
• Verify the accuracy of providers templates/schedule
• Verify provider requested schedule blocks have been processed
  • Reschedule patients scheduled within 45 days when provider template issues arise
  • Coordinate the rescheduling of patients once the provider makes permanent changes to their template.
  • Make template/schedule changes pending managerial approval.
  • Manage urgent clinic and appointment scheduling
  • Manage patient rescheduling in cases of provider emergency/absences

Letters / Clinic Notes / Other – 

• Assist with completion of FMLA and/or disability paperwork for providers if needed, collect, submit and record on spreadsheet for tracking.
• Print/route letters and clinic notes that are routed to you with 24 hours of receipt
• If required by the physicians, ensure all orders are in that were referenced in previous visit note for appointment; if not, notify provider/APP
• Work with the provider to draft/dictate patient letters to go out to the referring provider office. Record on spreadsheet for tracking.

Referrals – 

• Send referrals to outside facilities signed by Doctors for labs, studies, tests, ect.
• Print and send all records if necessary
• FedEx a CD of scans performed at Duke
• Record on spreadsheet for tracking all referrals

Medical Records/ PACS/CDs/Other – 

• Order outside records
• Request imaging – either CDs or through Powershare, once received, upload to Powershare and create order to be pulled into PACS
• Receive and print outside medical records from new Patient Coordinators in advance of clinic appointment
  • If needed, communicate with the patient to get him/her to sign the medical release
  • If needed, communicate with the referring physician’s office to get them to fax the records
• Route all clinic notes to patient’s care team each week for attending physician
• Receive medical records from home physicians and deliver to HIM or scan to HIM and S drive.
• Request records on returning patients that have been seen elsewhere since last visit (i.e. hospital, ED, Urgent care, local Oncologist, Radiation Oncologist, etc…)

Additional Miscellaneous Support – 

• Must think strategically, juggle provider schedules, prioritize work and ensure that provider templates are accurate and fully utilized.
• This position acts as a source of reference for other staff assistants within the Neurosurgery Department. Works closely, collaboratively, and in partnership with the Scheduling Hub and Front Desk.
• Monitor provider emails and respond when necessary and appropriately as directed by the provider.
• Provides scheduling support for creation of clinical schedule for their faculty member using Qgenda.
• Manage provider calendar
  • Schedule and coordinate meeting/teleconferences. Identify conflicts and resolves them.
  • Send invites, reminders and agenda
  • Order food for meetings as required
  • Put out – of – town meetings on calendar
  • Put clinic/consults/call/inpatient weeks on calendar as requested by provider
• Coordinate travel for meetings including submission of registration, airfare, hotel reservations, rental car) if needed) and process reimbursement for out – of – pocket expenses.
• Responsible for coordination and monitoring of all Duke@Work procurement card reconciliation. Maintain, review and reconcile for assigned faculty
  • Maintain and keep receipts for all transactions
• Order office supplies through Buy@Duke
• Order stationary as needed
  • Business cards, letterhead, and envelopes
• Maintain CV and/or Biosketch, maintain Scholars@Duke, and other Duke listings as needed
• Maintain provider CME credits
• Department mail pick up and distribution every ten weeks
• Organize and maintain faculty electronic and paper files
• Correspondence, credentialing, licensing and certification, reference materials, publications, professional memberships, and renewal of licenses/DEA/privileges
• Compose and edit non-patient related correspondence letters, PowerPoint presentations, reports and records ensuring grammatical accuracy

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.

Some roles within our organization may encompass essential job functions requiring distinct physical and/or mental capabilities. Further details and accommodation requests will be addressed by individual hiring departments.

Duke Health Integrated Practice is dedicated to Equal Opportunity Employment, fostering a diverse workforce without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

We aspire to build a community grounded in collaboration, innovation, creativity, and belonging. Our shared achievements rely on a dynamic exchange of ideas, flourishing best when a multitude of perspectives, backgrounds, and experiences thrive. Upholding these values is a collective responsibility within our community.

This job description aims to outline representative responsibilities for this title, not an exhaustive account of specific duties. Employees may be assigned job-related tasks beyond those explicitly outlined here.