Provider Support Assistant - Urology

Provider Support Assistant

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

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.

Department of Urology – 40 Duke Medicine Circle

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

Telephone 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 In basket Message in Maestro Care for Triage/MD/APP

Schedules:

• 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 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

Letters / Clinic Notes / Other:

• 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
• If required by the physicians, ensure all orders are in that were referenced in previous visit note for appointment; if not, notify provider/APP

Referrals:

• 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

Medical Records / PACS / CDs / Other:

• 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.)

Additional Misc. Support:

• Must think strategically, juggle provider schedules, prioritize work and ensure that provider templates are accurate and fully utilized.
• Works closely, collaboratively, and in partnership with the Scheduling Hub and Front Desk.
• Monitor provider emails and respond when necessary and appropriately as directed by the provider.
• Provides scheduling support for creation of clinical schedule for their faculty member using QGenda.
• Manage provider calendar
• Schedule and coordinate meeting/teleconferences. Identify conflicts and resolves them.
• Send invites, reminders and agenda
• Put out – of – town meetings on calendar
• Put clinic/consults/call/inpatient weeks on calendar as requested by provider
• Process reimbursement for out – of – pocket expenses.
• Responsible…