Durham, North Carolina
Wilmington, Delaware
Salem, Virginia
Posted: 24-Jan-23
Location: Durham, North Carolina
Salary: Open
Internal Number: 227365
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Job Title: Service Access Team Leader |
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General Description
Coordinate and perform a variety of duties associated with appointment scheduling for clinic visits, studies, and procedures. Serves as team lead for service-specific scheduling groups.
Duties and Responsibilities
Coordinate appointment requests received via telephone, email, internet, electronic medical record and fax. .
Determine most appropriate provider, service, and location for appointment based on scheduling guidelines, provider preferences, and patient/referring provider preferences.
Schedule/reschedule appointments in the scheduling system, following established policies and procedures regarding collection and updating of demographic, insurance information.
Coordinate ancillary services (labwork and tests) in accordance with physician preferences and schedule appropriately. Notify patients of testing date, time and location.
Reschedule patients from canceled clinics, following established policy and procedure for contacting and rescheduling patients.
Make changes to provider schedule templates for specific date changes.
Perform Lead duties by coordinating and leading of the work group; Assists in the planning of work schedules and assignments, including rescheduling of patients, email, and off-phone assignments.
Serves as resource and expert to the team on division-specific scheduling guidelines.
Researches scheduling issues and concerns raised by division/department staff and providers via the scheduling inquiry process.
Trains and mentors new staff. On division-specific scheduling guidelines, provider preference, and scheduling policy and procedure.
Performs audits on registration quality, rescheduling accuracy, and schedule editing accuracy and communicates results to staff and supervisor. Makes recommendations on staff training needs to supervisor.
Provides feedback to supervisor on individual work performance within the teams
Be readily available to take Spanish-speaking patient/caller calls to coordinate and perform a variety of duties associated with appointment scheduling for clinic visits, studies, and procedures.
Be readily available on Jabber to share screens with other DHAS employees during coordination of interpretation for our Spanish-Speaking patient/caller.
Escalate Spanish-Speaking patient/caller calls to the DHAS Manager Interpreter when the patient/caller is irate, the patient/caller has a complaint or concern, the patient/caller wants to offer kudos, and when there is trouble understanding the caller/patient.
Required Qualifications at this Level
Education: | High school diploma required. | |
Experience: | Four years of experience in a healthcare setting is required. An Associate's degree in healthcare or business may substitute for two years of experience. A Bachelor's degree in business or healthcare may substitute for four years of experience. | |
Degrees, Licensure, and/or Certification: | N/A
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Knowledge, Skills, and Abilities: | Strong verbal and written communication. Basic PC and data entry skills. Knowledge of medical terminology and telephone etiquette. Demonstrated ability to organize and prioritize work, provide oral and written instructions, interact tactfully with customers and establish and maintain effective relationships with others. Must be able to apply specific departmental policies rules and regulations relating to verifying patient information, collecting payments and maintaining records and forms. Experience with MaestroCare Scheduling aptitude for mentoring and providing leadership to a team. | |
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.
