Provider Support Assistant - Endocrinology

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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.

Department of Endocrinology - Remote Position (On-Site as needed): supporting Cary, South Durham, Brier Creek, Duke South 1A and Virtual providers / clinics

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

• Regarding Patients Communications:
  Answer all patient communications (phone calls, emails, faxes, etc.) regarding coordination of care, medical results and the tracking of documents.
  • Obtain complete information on incoming calls from patients and physicians (name, MRN if applicable, telephone number, date call was received and reason for call)
  • Route call or message to appropriate area (appointment center, clinic, 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 and route accordingly
  • As appropriate, enter phone messages as an In-basket Message in Maestro-Care for Triage/MD/APP
  • Process or route incoming faxes including prescription requests, diabetic forms, patient FMLA paperwork, patient DMV forms and disability requests as prescribed by clinic protocol.
  • As needed; assist with completion of FMLA and/or disability paperwork for providers if needed, collect, submit and record on spreadsheet for tracking
• Review provider schedules to ensure appropriateness of visit; that all records are received and pre-visit lab work is complete.
• Review provider schedules in advance and ensure patients are in correct appointment slots and review schedule for over bookings. If needed, refer patients to the patient Access team for re-booking.
• Review clinic patient lists in advance (particularly new patients) and ensure records are available to the provider prior to clinic including consult notes, lab results if any, diskettes, slides, etc. As needed;
  • Order outside records
  • Communicate with the referring physician's office to obtain records
  • Communicate with the patient to obtain medical records release
  • Request imaging CDs and submit to PACS for upload
  • Receive and print/scan outside medical records
  • Route all clinic notes to patient's care team
  • Request records on returning patients that have been seen elsewhere since last visit (i.e. hospital, ED, Urgent care, local Oncologist, Radiation Oncologist, etc.)
• Process no show letters.
• Process provider letters, clinic notes lab results to patients within 24 hours.
• Ensure follow-up and lab appointments have been scheduled or are in queue to be scheduled.
• Send referrals to outside facilities signed by providers for labs, studies, tests, etc.
• Scan all paper records and required documents to HIM.
• Update Maestro-Care Health Maintenance tab to reflect the appropriate return interval.

• 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.
• Basic keyboarding skills with an ability to learn web-based software applications quickly.
• The individual should be highly organized.
• Additionally, proficiency at Word and Outlook are required.
• EPIC and EPIC Cadence experience is desired.

The…