Provider Support Assistant - Medical Oncology Neurosurgery

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Duke Health Integrated Practice

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

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

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