Provider Support Assistant - Medicine Specialties of South 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

Medicine Specialties of South Durham - 234 Crooked Creek Pkwy

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.   

• Phone Calls:
• • 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
• Faxes:
• • 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
• Other Communications:
• • Manage all external communications with outside providers related to clinic notes and consults and, as possible, refill requests.
  • Working with specialty pharmacies: Provide patient demographic and insurance information to expedite prior authorization process.
  • Obtain prior authorization paperwork and route to the appropriate party for completion (triage or provider)

Regarding Clinic Prep: 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.)
• Call patients 24-48 hours prior to appointment to confirm scheduled appointments

Regarding Patient Follow-Up:

• 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 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.