Appointment Coordinator - Duke Perinatal of Cary

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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.

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:

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  • 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

Work requires knowledge of basic grammar and mathematical principles normally acquired through high school education.

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.

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.