PROVIDER SUPPORT ASSISTANT

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

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).

JOB DUTIES AND RESPONSIBILITIES

Telephone 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

• 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

Scheduling

• Schedule or reschedule clinic or procedure appointments when necessary

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.

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.