Provider Support Assistant Jobs

As a part of Duke Health’s outpatient clinic network, you will enjoy competitive compensation, comprehensive benefits plans, convenient work hours, and many opportunities for career advancement. Become a part of a team that values and invests in you.

JOB LOCATION

Duke South Clinics - 40 Duke Medicine Circle

JOB SUMMARY

We are seeking a Provider Support Assistant to perform administrative responsibilities in support of one or more physician(s) and/or advanced provider(s).

JOB DUTIES AND RESPONSIBILITIES

Telephone Responsibilities

• Obtain complete and accurate information on incoming calls from patients and physicians
• Route call or message to appropriate area appointment center, clinic, provider) in a timely fashion
• Retrieve voice mails the same day, record all information and the date and time of the message, and route accordingly
• Enter phone messages as an Inbasket Message in MaestroCare for Triage/MD/APP

Schedules

• Coordinate the rescheduling of patients once the provider makes permanent changes to their template.
• Process SCR forms within 48 hours of receipt to ensure accuracy and completeness
• Make sure changes are reflected in MaestroCare within 1-2 weeks and follow up if changes are not made
• Monitor provider schedules for a rolling 30 – day period to ensure the correctness of the schedule, look for cancellations or erroneous frozen slots, and/or to prevent gaps in schedules
• Submit Schedule Change Request (SCR) form to close clinics
• Verify the accuracy of providers' templates/schedule
• Enter scheduling inquiries and follow up if scheduling issues are not addressed within 3 days
• Verify provider requested schedule blocks have been processed
  • Reschedule patients scheduled within 45 days when provider template issues arise
  • Coordinate the rescheduling of patients once the provider makes permanent changes to their template.
  • Make template/schedule changes pending managerial approval.
  • Manage urgent clinic and appointment scheduling
  • Manage patient rescheduling in cases of provider emergency and/or absences
• Make template/schedule changes pending managerial approval.
• Reschedule patients scheduled within 45 days when provider template issues arise
• Manage patient rescheduling in cases of provider emergency and/or absences
• Manage urgent clinic and appointment scheduling

Letters / Clinic Notes / Other

• Utilize spreadsheet tracking for documentation and tracking of various office functions
• Assist with completion of FMLA and/or disability paperwork for providers if needed, collect, submit and record on spreadsheet for tracking
• Process and track any billing and records related to provider formal processes
• Print/route letters and clinic notes that are routed to the office within 24 hours of receipt
• As instructed by provider(s) route, fax, mail orders, notes, and other patient-related information is processed accurately
• Work with the provider to draft/dictate patient letters to go out to the referring provider's office

Medical Records / PACS / CDs / Other

• Order outside records
• Request records on returning patients that have been seen elsewhere since the last visit (i.e. hospital, ED, Urgent care, etc…)
• Request imaging – either CDs or through Powershare, once received, upload to Powershare and create an order to be pulled into PACS
• Receive and print outside medical records from new Patient Coordinators in advance of clinic appointment
  • If needed, communicate with the patient to get him/her to sign the medical release
  • If needed, communicate with the referring physician’s office to get them to fax the records
• If needed, communicate with the patient to get him/her to sign the medical release
• Receive medical records from home physicians and deliver to HIM or scan to HIM and S drive
• If needed, communicate with the referring physician’s office to get them to fax the records
• Route all clinic notes to the patient’s care team each week for the attending physician

Referrals

• Print and send all records if necessary
• Send referrals to outside facilities signed by Doctors for labs, studies, tests, etc.
• Record on spreadsheet for tracking all referrals
• FedEx a CD of scans performed at Duke

Additional Miscellaneous Support

• Maintain and keep receipts for all transactions
• Compose and edit non-patient-related correspondence letters, PowerPoint presentations, reports, and records ensuring grammatical accuracy
• Maintain provider CME credits
• Coordinate travel for meetings including submission of registration, airfare, hotel reservations, and rental car) if needed) and process reimbursement for out–of–pocket expenses.
• This position acts as a source of reference for other administrative assistants within the Neurosurgery/Orthopaedic Spine Department. Works closely across the combined Spine team and departments providing cross coverage, and collaboratively with the Scheduling Hub and Front Desk
• Must think strategically, juggle provider schedules, prioritize work and ensure that provider templates are accurate and fully utilized
• Department mail pick up and distribution every ten weeks
• Send invites, reminders, and agenda
• Schedule and coordinate meetings/teleconferences. Identify conflicts and resolves them
• Order office supplies through Buy@Duke
• Put clinic/consults/call/inpatient weeks on the calendar as requested by a provider
• Business cards, letterhead, and envelopes
• Manage provider Outlook calendar
  • Schedule and coordinate meetings/teleconferences. Identify conflicts and resolves them
  • Send invites, reminders, and agenda
  • Order food for meetings as required
  • Put out–of–town meetings on the calendar
  • Put clinic/consults/call/inpatient weeks on the calendar as requested by a provider
• Correspondence, credentialing, licensing and certification, reference materials, publications, professional memberships, and renewal of licenses/DEA/privileges
• Order food for meetings as required
• Order stationery as needed
  • Business cards, letterhead, and envelopes
• Responsible for coordination and monitoring of all Duke@Work procurement card reconciliations. Maintain, review and reconcile for assigned faculty
  • Maintain and keep receipts for all transactions
• Organize and maintain faculty electronic and paper files
• Maintain CV and/or Biosketch, maintain Scholars@Duke, and other Duke listings as needed
• Monitor provider emails and respond when appropriate or as directed by the provider
• Provides scheduling support for the creation of clinical schedules for their faculty member using Qgenda.
• Put out–of–town meetings on the calendar

JOB ELIGIBILITY REQUIREMENTS

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

JOB HOURS

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

Job Code: 00004634 PROVIDER SUPPORT ASSISTANT
Job Level: B2

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