Provider Support Assistant - Spine Neurosurgery

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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.

JOB LOCATION

Department of Neurosurgery – 200 Trent Drive, Durham, NC 

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

• Obtain complete 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 date and time of the message and route accordingly.

• Enter phone messages as an Inbasket Message in MaestroCare for Triage/MD/APP.

• Submit Schedule change Request (SCR) form to close clinics.

• 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.

• Enter scheduling inquiries and follow up if scheduling issues are not addressed within 3 days.

• Monitor provider schedules for a rolling 30 – day period to ensure correctness of schedule, looking for cancellations or erroneous frozen slots, and/or to prevent gaps in schedules.

• Verify the accuracy of providers templates/schedule.

• 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/absences.
• Assist with completion of FMLA and/or disability paperwork for providers if needed, collect, submit and record on spreadsheet for tracking.
• Print/route letters and clinic notes that are routed to you with 24 hours of receipt.
• If required by the physicians, ensure all orders are in that were referenced in previous visit note for appointment; if not, notify provider/APP.
• Work with the provider to draft/dictate patient letters to go out to the referring provider office. Record on spreadsheet for tracking.
• Send referrals to outside facilities signed by Doctors for labs, studies, tests, etc.
• Print and send all records if necessary.
• FedEx a CD of scans performed at Duke.
• Record on spreadsheet for tracking all referrals.
• Order outside records.
• Request imaging – either CDs or through Powershare, once received, upload to Powershare and create 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.
• Route all clinic notes to patient’s care team each week for attending physician.
• Receive medical records from home physicians and deliver to HIM or scan to HIM and S drive.
• Request records on returning patients that have been seen elsewhere since last visit (i.e. hospital, ED, Urgent care, local Oncologist, Radiation Oncologist, etc.

JOB ELIGIBILITY REQUIREMENTS

• High school diploma or equivalent education required.
• One year of clerical, office support, or related experience is required; or an equivalent combination of relevant education and/or experience.

JOB HOURS

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