Duke Health System (GI Access Center) Durham, North Carolina
Work hours will be 8am-5pm, Monday through Friday. This position is remote (could potentially change based on business needs.)
Gastroenterology (GI) Clinic and Procedure Scheduling -- Responsible for outpatient procedure scheduling to include clinic visits and multiple types of Colonoscopy, Upper & Lower Endoscopy, and other GI procedures within the Department of Medicine.
Roles and Responsibilities
Scheduling an Appointment:
· Identify the caller and relationship to the patient, using compliance-based scheduling guidelines.
· Identify the patient using 2 identifiers in accordance with compliance guidelines.
· Register the patient by entering, verifying and/or updating demographic and guarantor information including emergency contacts.
· Gather special needs information and coordinate the provision of necessary support services, i.e., disabilities, language services, other special needs.
· Translate a patient's request using clinical terminology and specialty-specific guidelines that are recognized by our information systems and approved by our clinical leadership.
· Use scheduling questionnaires, scheduling guidelines and other scheduling-related resources to conduct an advanced appointment search.
· Determine the appropriate provider, appointment template, and slot while respecting provider, referring provider, and patient preferences.
· Coordinate and, where appropriate, schedule necessary tests and studies associated with a clinic visit.
· Understand and respond appropriately to scheduling–related warning messages to ensure provider template guidelines are adhered to and the patient is scheduled with the right provider in the right time slot.
· Complete the appointment by resolving all registration and scheduling warning messages, confirming referring provider, the location of the visit, directions and additional scheduling instructions as specified by specialty.
· Collect or verify insurance information.
· Initiate an eligibility check for new insurance entries.
· Communicate sensitive, health care related financial obligations of the patients when a non-contacted insurance, self-pay or Out-of-County Medicaid, Veterans Administration, or Worker's Compensation coverage is realized.
· Follow workflows to include creating a referral for a financial review, and trace the progress of the referral until the patient requires an appointment to be scheduled.
· Identify who is responsible for the payment for the bill and enter the information in the guarantor section.
· Notify patient of financial responsibility for the visit to include the payment that will be required at the time of the visit.
Completing a Worklist:
· Analyze work lists and prioritize by Emergent, Urgent, and Routine request.
· Work lists include:
· Faxed referral request from strategic partners, medical practices and programs.
· Referral request submitted by internal Duke Providers for new patient appointments.
· Patients needing an appointment rescheduled due to a change in the provider's schedule.
· Patients needing a future appointment when provider schedules are not yet published.
· Patients needing a sooner appointment.
· Use all available resources to contact the patient, including phone numbers, MyChart account, and email while following compliance guidelines.
· Provide detailed information about the reason for the call. Be prepared for questions, remain attentive, and resolve complex tasks.
· If the patient is ready to schedule, make the appointment and/or coordinate any related tests or labs, following approved scheduling algorithms.
· Assist the Service Access Manager and Team Lead(s) with training new staff during the initial onboarding phase as needed.
· Provide insight for specific Access Center processes.
· Utilize working knowledge as a mentor for newly hired staff.
· Assist with scheduling and phone system training.
· Work as a subject matter expert to answer questions during hours of operations.
Quality and Performance Measures:
· Achieve call quality standards job results, recognizing calls are recorded and scored.
· Meet quality and performance expectations.
· Adhere to published daily work schedules and percentage of availability scores.
· Achieve service measures such as lower percentage of abandoned calls, call duration and calls lost.
· Support other services and functions within the Duke Health Access Services.
Knowledge, Skills & Abilities
· 1 year of Epic/Cadence scheduling experience preferred
· Ability to work in a stressful environment and tactfully handle sensitive issues.
· Ability to present in a calm professional manner
· Ability to collaborate with a wide range of working conditions and personalities.
· Ability to multi-task
· Ability to maintain a sense of order in a busy environment
· Ability to provide good internal and external customer relations
· Excellent written and verbal communication skills
· Ability to work well with others
· Strong teamwork skills
· Strong scheduling system knowledge and skills preferred
· Must be flexible and able to function in a work environment where work and assignments may change to meet the needs of the patient
A high school diploma or equivalent is required. College or completion of post-secondary education is preferred.
Minimum of 2 years of health care related or call center experience. An associate degree or higher may substitute for the experience requirement.
Degrees, Licensures, Certifications
Duke is an Affirmative Action/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, sexual orientation, or veteran 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 essentialjob 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.
As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.