Service Access Team Leader - Duke Cardiology Support Team

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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

DHIP Administrative Offices RTP - 4825 Creekstone Dr

JOB SUMMARY

We are seeking a Service Access Team Lead for Duke Cardiology Support Team located at DHIP Administrative Building who will be responsible for overseeing and managing complex scheduling needs for various specialized clinics and procedures. The role involves leading a team, ensuring efficient patient scheduling, overseeing workqueue scheduling, training and onboarding team members and assist with creating and complying with policies and procedures.

JOB DUTIES AND RESPONSIBILITIES

• Scheduling Responsibilities: Oversee scheduling for various clinics and procedures, including:

  • Cardiac Diagnostic Procedure scheduling across multiple locations (Cary, SD5, Arringdon 2 and 4, occasionally 2K).

  • Scheduling appointments for the MICRA AV research study.

  • EP CIEDs appointments as needed.

  • Schedule Change Requests (SCRs).

  • Other ad-hoc scheduling needs as requested

• Complex Scheduling Responsibilities:

  • Managing INR home tests, including scheduling and entering faxed results into chart.

  • Pediatric Stress Tests scheduling.

  • Coordinating care for Amyloid patients in Cardiology.

  • Genetics specialist appointments.

  • Shared Decision-Making Clinic for Left Atrial Appendage Occlusion Device.

  • Acute Atrial Fibrillation Clinic Scheduling for prompt follow up within 1-7 days.

• Team Collaboration: 

  • Coordinate and collaborate with the Cardiology Support team and other staff to ensure efficient and patient-centric scheduling.

  • Oversee workqueue and schedule change request processing.

  • Assist the team with vacation coverage and during times of influx scheduling needs.

  • Work closely with medical professionals and administrative staff to coordinate schedules.

  • Onboard and training staff.

• Communication and Coordination: 
  • Maintain effective communication with patients, healthcare providers, and staff to ensure seamless scheduling and rescheduling of appointments, addressing any scheduling conflicts or special requests.
• Data Management and Reporting: 
  • Develop and maintain reporting of scheduling timelines for order workqueues and schedule change requests. Provide regular reports on scheduling activities and identify areas for improvement.
• Compliance and Best Practices: 
  • Ensure adherence to policies and procedures related to patient scheduling and privacy.
  • Stay updated on best practices in healthcare scheduling and implement improvements as needed. 

JOB ELIGIBILITY REQUIREMENTS

• High school diploma required.

• Four years of experience in a healthcare setting is required.

• An Associate's degree in healthcare or business may substitute for two years of experience.

• A Bachelor's degree in business or healthcare may substitute for four years of experience.

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.