Access Specialist - GI Access

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.

Performs various appointment and access‑related duties including scheduling, canceling, rescheduling, providing general appointment information, and directions. Coordinates services across multiple Duke University Health System (DUHS) and PDC clinical locations, departments, and providers. Performs transactional, productivity‑based service tasks and communicates effectively with patients, referring providers, colleagues, and Duke providers, using appropriate medical terminology.

• Identify callers and patients per compliance‑based scheduling guidelines, using two identifiers when required.
• Register and update patient demographic and guarantor information, including emergency contacts.
• Gather special‑needs information and coordinate necessary support services (disability accommodations, language services, etc.).
• Translate patient requests into clinical terminology and specialty‑specific guidelines approved by clinical leadership.
• Use scheduling questionnaires, guidelines, and other resources to conduct advanced appointment searches.
• Determine appropriate provider, appointment template, and slot while respecting provider, referring provider, and patient preferences.
• Coordinate and schedule any required tests or studies associated with a clinic visit.
• Respond to scheduling‑related warning messages to ensure adherence to provider template guidelines.
• Complete the appointment by resolving all registration and scheduling warning messages, confirming the referring provider, location, directions, and additional instructions.
• Collect or verify insurance information and initiate eligibility checks for new insurance entries.
• Communicate sensitive financial obligations to patients for non‑contested insurance, self‑pay, or out‑of‑county Medicaid, Veterans Administration, or Worker’s Compensation coverage.
• Create referrals for financial reviews and track progress until scheduling is required.
• Analyze work lists and prioritize by emergent, urgent, and routine requests.
• Contact patients using all available resources (phone, MyChart, email) while following compliance guidelines.
• Provide detailed information about the call reason, remain attentive, and resolve complex tasks.
• Make appointments and coordinate related tests or labs following approved scheduling algorithms.
• Achieve and maintain call quality standards, performance expectations, and service measures such as lower abandoned‑call percentages.
• Adhere to published daily work schedules and availability score percentages.
• Support other services and functions within Duke Health Access Services.

• High school diploma or equivalent required; college or post‑secondary education preferred.
• Minimum of 2 years of customer service experience or 1 year of relevant healthcare/call‑center experience.
• Strong compliance awareness, effective communication skills, and the ability to use multiple technology platforms (EPIC, Cadence, Op‑time, Finesse, Tele Opti, ZOOM, etc.).
• Bilingual or multilingual skills an asset.
• Ability to translate clinical terminology and follow specialty‑specific guidelines.

Duke is an Equal‑Opportunity Employer committed to providing employment opportunity without regard to an individual’s age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy‑related conditions), sexual orientation, or military status.

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.