Appointment Coordinator - Duke Perinatal of Cary

Job description

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 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 Duke Perinatal of Cary - 600 New Waverly Pl JOB SUMMARY We are seeking an Appointment Coordinator to be an integral member of the healthcare team and provide direct and indirect care to patients at the Duke Perinatal Clinic of Durham at 2608 Erwin Road in Durham, NC and Cary Perinatal Consultants at 600 New Waverly Place in Cary, NC. JOB DUTIES AND RESPONSIBILITIES Schedule appointment from the referral using scheduling guidelines and questionnaires in order to determine the appropriate provider, location, and visit type. Utilize the following to accurately perform patient care and scheduling procedures: Actively identify, listen, and understand the needs of each patient. Ask thoughtful questions to determine the appropriate resources or actions to be taken. Professionally communicate both verbally and in writing with patients, providers, internal specialty departments, and clinics in the surrounding community. Provide accurate information to patients regarding various services, providers, and locations available within the Duke University Health System and the surrounding community. Utilize different decision trees to schedule patients within the Duke University Health System. Utilize referral standard work documents and resources and performs work within established standards at all times. Identify patients using 2 identifiers in accordance with compliance guidelines. Maintain knowledge and resources to schedule patients outside of Duke as appropriate. Identify and document special needs; schedule interpreters as needed. Provide patient with appropriate directions and pre-visit appointment information. Make judgements guided by standard work on how to prioritize patients and complete tasks. Ability to answer questions from patients and ordering providers on where to send referrals for quickest access, closest geographic location, as well as specific insurance requirements. Use all available resources to contact the patient, including phone numbers and MyChart, while following compliance guidelines. Review assigned work queues and prioritize by emergency, urgent, and routine referrals ensuring all referrals are worked within 48 hours. Monitor voicemail of assigned clinic(s). Maintain liaison with other offices and departments to coordinate referrals, foster collaboration, leverage resources, and help to accomplish program objectives. Provide referral and radiology support within the Perinatal practices as assigned for PTO coverage. Assist in scheduling for a complex clinic utilizing scheduling matrix. Provide front desk coverage to the Perinatal clinics as needed. Contribute to program effectiveness by communicating trends and recommending modifications to current workflows. Proactively communicate issues to Service Access Manager as it relates to access and decision trees. Perform other related duties incidental to the work described herein. JOB ELIGIBILITY REQUIREMENTS Education Work requires knowledge of basic grammar and mathematical principles normally acquired through high school education. Experience Minimum of one year of work experience in directly communicating and providing service to patients or public; preferably in a healthcare related field. Experience in effectively coordinating multiple tasks or activities. Knowledge, Skills, and Abilities Organized and motivated by a fast-paced environment. Able to manage multiple tasks/projects simultaneously. Proficient in review and assess needs quickly. Strong with the use of computer software tools and data files. Comfortable with continuous change, is self-directed, and can take initiative. Patient-centered and compassionate. JOB HOURS The schedule for this position is generally working five 8-hour shifts/week. 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. Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values. Essential Physical Job Functions: 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.