Provider Support Assistant - Urology

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Department of Urology - 40 Duke Medicine Circle

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

• 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 voicemails the same day, record all information and date and time of the message and route accordingly
• Enter phone messages as an In basket Message in Maestro Care 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
• Ensure changes are reflected in Maestro Care 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

• Route FMLA and/or disability paperwork to the appropriate person(s) for completion
• Print/route letters and clinic notes that are routed to you with 24 hours of receipt
• Ensure all orders referenced in the previous visit note for appointment are complete; if not, notify provider/APP

• Send referrals to outside facilities signed by doctors for labs, studies, tests, etc.
• Print and send all records if necessary
• Fed Ex a CD of scans performed at Duke

• Order outside records
• Request imaging—either CDs or through Powershare, upload to Powershare and create order to pull into PACS
• Receive and print outside medical records from new Patient Coordinators in advance of clinic appointment
  • Communicate with the patient to obtain a signed medical release if needed
  • Communicate with the referring physician’s office to fax the records if needed
• 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 (e.g., hospital, ED, urgent care, local oncologist, radiation oncologist)

• Think strategically, juggle provider schedules, prioritize work, and ensure provider templates are accurate and fully utilized
• Work closely, collaboratively, and in partnership with the Scheduling Hub and Front Desk
• Monitor provider emails and respond appropriately as directed by the provider
• Provide scheduling support for creation of clinical schedule for faculty member using QGenda
• Manage provider calendar
  • Schedule and coordinate meetings/teleconferences; identify conflicts and resolve them
  • Send invites, reminders and agenda
  • Schedule out-of-town meetings on calendar
  • Schedule clinic/consults/calls/inpatient weeks on calendar as requested by provider
• Process reimbursement for out-of-pocket expenses
• Coordinate and monitor all Duke@Work procurement card reconciliation
• Maintain, review and reconcile for assigned faculty
• Maintain receipts for all transactions
• Maintain CV and/or Biosketch, maintain Scholars@Duke, and other Duke listings as needed
• Department mail pick up and distribution weekly
• Organize and maintain faculty electronic and paper files