Provider Support Assistant - Pediatrics Medical Genetics

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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 the Duke Health mission across the state of North Carolina.

JOB LOCATION

Department of Pediatrics, Division of Medical Genetics – GSRB1 905 S. LaSalle Street, Durham NC 27710 

JOB SUMMARY

We are seeking a Provider Support Assistant to provide complex, confidential administrative support for the Division of Medical Genetics within the Department of Pediatrics serving as a key resource for divisional clinical, academic, research, and operational activities. Support one or more physicians and/or advanced practice providers through coordination of schedules, management of communications, maintenance of records, and facilitation of patient, provider, and departmental operations. Perform a broad range of administrative duties that contribute to the efficient functioning of the division and support its patient care, educational, and organizational objectives.

JOB DUTIES AND RESPONSIBILITIES

Patient Scheduling, Care Coordination, and Provider Support:

• Coordinate and schedule new and follow-up patient appointments, clinical evaluations, hospital admissions, outpatient procedures, laboratory services, and radiologic studies, including imaging requiring sedation.
• Communicate with patients, families, referring providers, physicians, and advanced practice providers regarding appointments, referrals, treatment plans, prescriptions, and visit-related questions.
• Serve as a primary communication liaison between providers, patients, and referring offices, ensuring timely and accurate exchange of information.
• Coordinate services across multiple Duke Health locations, departments, and providers to support continuity of care.
• Send, receive, and track referrals, medical records, and supporting clinical documentation as requested by providers.
• Utilize Epic (Maestro Care) and other electronic systems to perform scheduling, registration, referral management, and patient access functions.
• Perform appointment-related activities including scheduling, rescheduling, cancellation processing, patient communication, and dissemination of appointment instructions and directions.

Administrative Operations and Communication Management:

• Answer and triage telephone calls, document and relay messages, and ensure timely communication with physicians, nurses, patients, and external providers.
• Prepare, compose, edit, and distribute correspondence, reports, memoranda, form letters, and other administrative documents.
• Manage incoming faxes, mail, electronic communications, and other departmental correspondence.
• Schedule meetings, coordinate calendars, make travel arrangements, and arrange appointments as needed.
• Maintain confidential information in accordance with organizational policies and regulatory requirements.

Records Management and Documentation:

• Maintain, file, retrieve, and organize patient and departmental records in accordance with established procedures and record retention requirements.
• Research and resolve missing or incomplete records and documentation.
• Compile, update, and distribute medical summaries and supporting documentation to patients, providers, and external entities as appropriate.

Process Improvement and Departmental Support:

• Support operational initiatives designed to improve clinic workflow, patient access, and administrative efficiency.
• Maintain and organize patient intake materials, educational resources, and other departmental documents.
• Participate in team meetings and collaborative planning activities to coordinate patient care and departmental operations.
• Assist with special projects and perform other related duties as assigned in support of divisional and departmental objectives.

The intent of this job description is to provide a representative summary of the types and level of duties and responsibilities assigned to positions classified under this title. It is not intended to be an exhaustive list of all duties and responsibilities required of every position. Employees may be assigned other job-related responsibilities and tasks not specifically identified in this description as necessary to meet departmental, divisional, or organizational needs.

JOB ELIGIBILITY REQUIREMENTS

• High school diploma or equivalent education required.
• One year of clerical, office support, or related experience is required; or an equivalent combination of relevant education and/or experience.
• Knowledge of patient scheduling, referral coordination, and medical office operations.
• Ability to effectively communicate and build professional relationships with patients, families, providers, and referring offices.
• Strong customer service skills with the ability to handle sensitive inquiries professionally and compassionately.
• Proficiency in Microsoft Office applications and electronic health record systems, including Epic (Maestro Care).
• Ability to coordinate multiple appointments, procedures, referrals, and provider schedules while maintaining accuracy and attention to detail.
• Knowledge of medical terminology, healthcare documentation practices, and confidentiality requirements, including HIPAA and PHI standards.
• Strong organizational, time-management, and problem-solving skills with the ability to prioritize work in a fast-paced environment.
• Ability to work independently and collaboratively while preparing correspondence, maintaining records, and supporting departmental and provider needs.

JOB HOURS

The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays.