Provider Support Assistant - GI Admin

About the role

We are seeking a Provider Support Assistant to perform administrative responsibilities in support of one or more physician(s) and/or advanced provider(s) at Duke Health Integrated Practice, which comprises more than 110 primary and specialty outpatient clinics across North Carolina.

Responsibilities

• Obtain complete information on incoming calls (name, MRN, telephone number, date call was received and reason for call)
• Assist callers (outside medical providers, laboratories, pharmacies, and patients) or direct them to the appropriate person or group (Appointment center, clinic, nurse, transplant, and 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, return the patient’s call within 48 hours or route appropriately
• Print and route letters and clinic notes within 24 hours of receipt
• Enter recalls based on pathology letters and update Health Maintenance Schedules
• Schedule or reschedule clinic or procedure appointments when necessary
• Process schedule change forms within 48 hours of receipt to ensure accuracy and completeness
• Ensure changes are reflected in Maestro Care within 1–2 weeks and follow up if changes are not made
• Ensure all patients are bumped in a timely fashion
• Enter scheduling inquiries and follow up if scheduling issues are not addressed within 3 days
• Work closely with CMAs and Nurses to ensure patient questions are answered quickly
• Review schedules one week in advance to identify cancellations and potential scheduling errors; communicate to scheduling center as appropriate
• Review schedules and templates for errors
• Conduct provider schedule audits to ensure each schedule is accurate every month and every 6 months
• Pre-call each clinic patient 5–7 days in advance to review appointment date, time and location and document appropriately in Maestro Care
• Identify and confirm all alternative prep and YPA patients per monthly schedule and document appropriately within Maestro Care
• Schedule Transplant Consults within 72 hours of receiving the referral and send an appointment letter to the patient and the referring provider
• Send referrals to outside facilities for labs, studies, tests, etc. as requested by providers
• Ensure new and Transplant Consult patients have outside records in Maestro Care prior to the appointment
• Upload outside medical records to Epic through the Solarity software
• Request outside images through Powershare or compact disk and upload images into Powershare; enter orders into Epic to complete upload request
• Request outside pathology slides from outside medical facilities and ensure clinician enters an interpretation order; deliver slides to the Pathology Department Inbasket
• Respond to Inbasket and e-mail messages within 48 hours and complete non-urgent requests within 5–7 days or within the specified timeframe; complete urgent requests as soon as possible or within the specified timeframe
• Monitor and distribute faxes to resource nurses, staff assistants, or appropriate recipients within 24–48 hours of receipt
• Fax laboratory orders to external facilities per the patient’s request
• Complete reminder calls for patients who have overdue labs
• When results are received, create a PDF and upload into the shared Duke Box folder within 24–48 hours; upload the documents into Epic through Solarity

Requirements

• High school diploma or equivalent education required
• One year of clerical or general office support experience required

Schedule

Day shifts, Monday–Friday, with no weekends or holidays.