Accountable To: Senior Director, Assistant VP of DCN, Medical Director, Duke Cancer Network (DCN), clinical providers
Supports members of the Duke Cancer Network (DCN) physicians, mid-level providers, clinical and research specialists in coordinating patient care. Coordinates patient appointments and services between all DCN affiliated sites, as well as patient self-referral inquiries via the program's web site, and Duke University Health system (DUHS). Effectively communicates information for appointments/services to appropriate DCN site representatives, and the patient/family. Regularly resolves complex and non-routine administrative problems independently. Tasks are diverse and complex in nature.
Manages all patient appointment/referral requests and ensures complete, accurate and timely arrangement of appointments/communication for patient, and the requesting site.
Reviews physician orders and dictations for appointment needs and timelines, and schedules appointments accurately and in a timely fashion as evidenced by satisfactory rating on quarterly audits performed by DCN supervisor.
Prepares patient records, supporting documents and materials as required for patient appointments
Ensures patients' pathology slides and radiology images are requested from the appropriate outside organization and are received by DUHS for review and management.
Communicates with providers when appointments/services cannot be scheduled in requested timelines, or when questions arise
Effectively uses DUHS systems to facilitate patient appointments/services:
Understands and uses DCN patient tracker system in a timely, accurate and complete manner
Uses DUHS EPIC system for specific processes related to scheduling of appointments/services, tracking, and pulling patient information to send to sites upon appointment/service completion
Identifies opportunities for referring site staff to gain access to Duke Medlink, as appropriate
Consistently manages patient information effectively, accurately and confidentially.
Actively seeks avenues to improve processes that facilitate access to patient information by referring providers and DUHS providers needing to treat the patient.
Communicates scheduling policy to sites, maintains logs, and evaluates and summarizes data on a routine bases and when requested.
Trains/coaches other team members to manage patient information effectively, accurately and confidentially.
Adheres to regulatory standards and HIPAA compliance
Initiates and schedules appointments/services per specified policies and guidelines
Regularly and consistently conveys relevant information to or from other departments in an appropriate, complete, and timely manner
Assures DUHS documented care is received by the referring provider or provider staff prior to patient's return to that provider
Prepares reports from tracker log to summarize patient appointment/service trends, per DCN site
Coordinates special projects, which can be service-based, site-based or patient related, as required or assigned
Participates in Process Improvement projects, work plan development, and implementation
Develops/updates/provides input on policies related to how to schedule appointments, clinical tests and procedures at DUHS via the DCN office.
Interacts professionally and courteously with all internal and external customers, while conveying a welcoming attitude by;
Answering phone calls and messages in a timely and courteous manner
Directs and triages messages to appropriate personnel
Returns voicemail promptly, generally on the same business day
Makes reasonable efforts to connect customers with appropriate DUHS resources
Meets patient appointments/services timelines and targets reflected in DCN policies and procedures
Maintains relationships between sites and DCN, as well as departmental colleagues at DUHS
Provides excellent customer service to patients, family and referring provider and staff in all interactions, whether phone, face to face or electronically.
Acts as a liaison between the DCN sites and DUHS, and between the patient and DUHS, related to appointment services
Reconciles procurement card charges, as assigned and requested
Assures DCN satisfaction survey results are positive specifically related to referral concierge services and focuses effort to enhance on an annual basis
Actively participates in Duke activities related to living our values
Adopts Duke Network Services culture norms, behaviors, supporting tools and processes into daily work and interactions.
Creates supportive team environment internally and with affiliated program members
Takes steps to maintain and grow personal competency
Accurately records meeting minutes as assigned.
Navigates team member calendaring with accuracy and attention to detail as assigned
Participates in other administrative support activities as assigned.
Knowledge, Skills and Abilities:
Experience in a medical office or patient scheduling hub/office, with knowledge of medical terminology preferred
Two years administrative support experience, with experience in customer service, or other similar, relevant experience
Knowledge of proper telephone etiquette
Strong customer service skills
Written and oral communication needs to be clear, open and constructive
Experience with, or ability to quickly learn EPIC/Maestro software to view patient records and appointments
Excellent time management skills, and ability to track and follow multiple tasks through to completion
Ability to multi-task and take independent corrective actions to ensure deadlines are met or exceeded.
Must be computer literate with the ability to easily use Microsoft Word, Excel and Access Data Bases
Knowledge of telephone usage, fax, and other office equipment
Required Qualifications at this Level
High school education or equivalent.
Two years of administrative support experience of increasing variety and/or complexity.
Degrees, Licensure, and/or Certification
Knowledge, Skills, and Abilities
Creatively uses PC, word processing and other office tools.
Thorough knowledge of department policies, procedures, and goals.
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