Access Specialist I-Full Time-DHAS-Commitment Bonus

Duke Careers•Durham, NC

11d

About The Position

Performs various appointment and access-related duties including scheduling, canceling, rescheduling, providing general appointment information, and directions. This role coordinates services across multiple DUHS and PDC clinical locations, departments, and providers, with tasks being transactional and productivity-based. The specialist must communicate professionally and effectively, both verbally and in writing, with patients, referring providers, colleagues, and Duke Providers. Key responsibilities include actively identifying, listening to, and understanding caller needs, and owning calls through resolution. The position requires proactively resolving conflict using emotional intelligence and positive language, understanding and utilizing appropriate medical terminology, and offering alternative providers or locations when suitable. The role involves using multiple technology applications and systems for scheduling, such as EPIC, Cadence, Op-time, On Base, and Telephony Systems like Finesse, TeleOpti, and Zoom.

Requirements

A high school diploma or equivalent is required.
A minimum of 2 years of customer service experience or 1 year of relevant healthcare and/or call center experience.

Nice To Haves

College or completion of post-secondary education is preferred.

Responsibilities

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.
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.
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.
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.