Provider Support Assistant - Trauma Division

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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

Duke University Medical Center – 200 Trent Drive, Rm 3532, Duke South, Blue Zone, Durham, NC 27710

JOB SUMMARY

We are seeking a Provider Support Assistant to provide comprehensive administrative and clinical support to Trauma, Acute Care Surgery, Surgical Critical Care, and Emergency General Surgery faculty and Advanced Practice Providers (APPs). Serves as a primary point of contact for patients, referring providers, hospital departments, and multidisciplinary care teams. Coordinates outpatient scheduling, referrals, medical records, provider administrative functions, and Epic (Maestro Care) workflows while supporting efficient patient care operations across Duke Health locations. Performs work requiring excellent organizational skills, sound judgment, attention to detail, and the ability to prioritize multiple competing responsibilities in a fast-paced academic medical environment.

JOB DUTIES AND RESPONSIBILITIES

Patient Communication and Clinical Coordination:

• Serves as the primary administrative contact for assigned physicians and APPs.
• Answers incoming telephone calls and electronic messages, appropriately triaging requests according to established departmental workflows.
• Communicates professionally with patients, referring providers, hospital departments, nursing staff, and multidisciplinary teams.
• Coordinates referrals, obtains outside medical records, and facilitates communication between providers to support continuity of patient care.
• Assists patients with appointment questions, directions, scheduling needs, and follow-up coordination.

Appointment Scheduling and Access Management:

• Coordinates new and established patient appointments using Epic (Maestro Care).
• Schedules, reschedules, and cancels clinic appointments while optimizing provider templates and clinic utilization.
• Coordinates appointments across multiple Duke Health locations and specialties.
• Ensures referrals, authorizations, imaging, and supporting documentation are obtained prior to scheduled visits when applicable.
• Maintains provider schedules while balancing urgent patient needs and operational priorities.

Clinical Administrative Support:

• Retrieves, organizes, and prepares medical records and supporting documentation for clinic visits.
• Assists providers with Epic inbox management, patient correspondence, referral processing, and administrative documentation.
• Coordinates completion of forms, disability paperwork, FMLA documents, medical record requests, and other administrative requests as appropriate.
• Maintains accurate patient information and documentation in accordance with Duke Health policies and HIPAA requirements.
• Provides administrative support during clinic sessions to promote efficient patient flow.

Faculty and Division Administrative Support:

• Provides administrative support for assigned faculty and APPs, including professional memberships, licensure renewals, CME tracking, travel reimbursements, meeting coordination, calendar management, and departmental administrative activities.
• Assists with procurement requests, expense reimbursements, and invoice processing following departmental procedures.
• Coordinates meetings and prepares supporting materials as requested.
• Participates in departmental initiatives, workflow improvements, and cross-coverage activities to ensure continuity of operations.
• Performs additional administrative duties as assigned to support division operations.

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.
• Experience supporting physicians or Advanced Practice Providers within a healthcare or academic medical setting preferred.
• Experience with Epic (Maestro Care) scheduling and electronic medical records preferred.

JOB HOURS

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