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Posted: 13-Nov-24
Location: Raleigh, North Carolina
Salary: Open
Internal Number: 251683
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
Duke Perinatal of Raleigh - 11001 Durant Rd
JOB SUMMARY
We are seeking an Appointment Coordinator to be an integral member of the healthcare team and provide direct and indirect care to patients at the Duke Perinatal Clinic of Durham at 2608 Erwin Road in Durham, NC and Cary Perinatal Consultants at 600 New Waverly Place in Cary, NC. The schedule for this position is generally working five 8-hour shifts/week.
JOB DUTIES AND RESPONSIBILITIES
- Schedule appointment from the referral using scheduling guidelines and questionnaires in order to determine the appropriate provider, location, and visit type. Utilize the following to accurately perform patient care and scheduling procedures:
- Actively identify, listen, and understand the needs of each patient. Ask thoughtful questions to determine the appropriate resources or actions to be taken.
- Professionally communicate both verbally and in writing with patients, providers, internal specialty departments, and clinics in the surrounding community.
- Provide accurate information to patients regarding various services, providers, and locations available within the Duke University Health System and the surrounding community.
- Utilize different decision trees to schedule patients within the Duke University Health System.
- Utilize referral standard work documents and resources and performs work within established standards at all times.
- Identify patients using 2 identifiers in accordance with compliance guidelines.
- Maintain knowledge and resources to schedule patients outside of Duke as appropriate.
- Identify and document special needs; schedule interpreters as needed.
- Provide patient with appropriate directions and pre-visit appointment information.
- Make judgements guided by standard work on how to prioritize patients and complete tasks.
- Ability to answer questions from patients and ordering providers on where to send referrals for quickest access, closest geographic location, as well as specific insurance requirements.
- Use all available resources to contact the patient, including phone numbers and MyChart, while following compliance guidelines.
- Review assigned work queues and prioritize by emergency, urgent, and routine referrals ensuring all referrals are worked within 48 hours.
- Monitor voicemail of assigned clinic(s).
- Maintain liaison with other offices and departments to coordinate referrals, foster collaboration, leverage resources, and help to accomplish program objectives.
- Provide referral and radiology support within the Perinatal practices as assigned for PTO coverage.
- Assist in scheduling for a complex clinic utilizing scheduling matrix.
- Provide front desk coverage to the Perinatal clinics as needed.
- Contribute to program effectiveness by communicating trends and recommending modifications to current workflows.
- Proactively communicate issues to Service Access Manager as it relates to access and decision trees.
- Perform other related duties incidental to the work described herein.
JOB ELIGIBILITY REQUIREMENTS
- Work requires knowledge of basic grammar and mathematical principles normally acquired through high school education.
- College or completion of post-secondary education is strongly preferred
- Minimum of one year of work experience in directly communicating and providing service to patients or public; preferably in a healthcare related field.
- Experience in effectively coordinating multiple tasks or activities.
Accurate typing and data entry skills.
Excellent customer service and communication skills.
Knowledge of HIPAA requirements regarding patient confidentiality.
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.
