Provider Support Assistant - GI Admin

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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.

• Obtain complete information on incoming calls (name, MRN, telephone number, date call was received and reason for call)
• Assist the callers (Outside medical providers, laboratories, pharmacies, and patients) or direct callers 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 and or route appropriately

• Print/Route letters and clinic notes that are routed to you within 24 hours of receipt
• Enter Recalls based on path letters and update Health Maintenance

• Schedule or reschedule clinic or procedure appointments when necessary
• Process schedule change forms within 48 hours of receipt to ensure accuracy and completeness
• Make sure changes are reflected in Maestro Care within 1-2 weeks and follow up if changes are not made
• Make sure all patients are bumped in a timely fashion
• Enter scheduling inquires and follow up if scheduling issues are not addressed within 3 days
• Work closely with CMAs and Nurses to make sure 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 and 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
  
  • 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

• Make sure that 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
  • Upload images into Powershare and enter orders into Epic to complete upload request
• Request outside pathology slides from outside medical facilities
  • Request clinician to enter an interpretation order
  • Deliver Slides to the Pathology Department

• Respond to Inbasket and e-mail messages within 48 hours and complete any non-urgent requests within 5 to 7 days or within the specified timeframe given. For urgent requests, it is required to complete the task as soon as possible or within the specified timeframe given

• Monitor and distribute the faxes to the resource nurses, staff assistants, or appropriate recipient within 24 to 48 hours of receipt

• Fax laboratory orders to external facilities per the patients request
• Complete reminder calls for patients who have labs overdue
• When results are received, create a PDF of the document and upload into the shared folder within the Duke Box within 24 to 48 hours of receipt
• Upload the documents into Epic through Solarity

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