Appointment Coordinator - Duke Perinatal of Durham

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Duke Health Integrated Practice

https://careers.dukehealth.org/us/en/dhip   

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 Durham - 2608 Erwin Rd

JOB SUMMARY

We are seeking an Appointment Coordinator in the Duke Perinatal Clinic located in Durham, NC to serve as a consult regarding patient access management. In this position, you will act as an independent outpatient clinic scheduling consultant through partnership with patients, individual faculty members, clinic staff, Department/Divisional leadership, Duke Health Integrated Practice (DHIP), and Patient Revenue Management Organization (PRMO) leadership and collaborate with patients, families, and all access services resources within Duke Medicine. Overall position success is dependent upon effectively directing complex patient scheduling issues in pursuit of the overarching goal of fully utilized clinical schedules. 

JOB DUTIES AND RESPONSIBILITIES

• Participates in the oversight of the appointment center functions and influences individual performance.


• Continuously develops, assesses, adapts, and changes strategy to manage a myriad of patient access needs and provider schedules.


• Collaborate with ancillary staff to match patients to available clinic slots based on availability, care needed, and patient type.


• Engages the HCA/Practice Manager to evaluate the impact and best practice usage of clinic space and capacity.


• 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.
  
  
  
  

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. 


• Accurate typing and data entry skills.


• Excellent customer service and communication skills.


• Knowledge of HIPAA requirements regarding patient confidentiality.

JOB HOURS

The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays. There may be an opportunity for flex scheduling depending on department needs.