• Location: Durham, NC
  • Posted: Jul 8, 2019

Job Description

Position Summary

Performs various appointment and access-related duties to include, but not limited to, scheduling,canceling, rescheduling,general appointment information, and directions.

Coordinateservices across multiple DUHS and PDC clinical locations, departments and providers.

Serviceoriented tasks are transactional and productivity-based.

Professionally and effectively, communicate verbally and in writing with patients, referring providers, colleagues, and Duke Providers.

Actively identify, listen, and understand the needs of the caller.

Own calls through the resolution of requests.

Proactively resolve conflict, utilizing emotional intelligence and positive language based on Duke Health Access Services values.

Understand and effectively utilize appropriate medical terminology.

Proactively offer alternative providers or locations when appropriate.

Utilizes multiple technology applications and systems to perform scheduling tasks to include but not limited to: EPIC, Cadence , Op-time, Template changes, On Base and TelephonySystems such as Finess e, TeleOpti, and ZOOM.

Roles and 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 supportservices, i.e., disabilities, language services, other special needs.

Translate a patients 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.

Determinethe appropriate provider, appointment template, and slot while respecting provider,referring provider, and patient preferences.

Coordinateand, 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 toand 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.

Revenue Cycle:

Collector 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 Workers Compensation coverage is realized.

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.

Working from a worklist :

Analyze work lists and prioritize by Emergent, Urgent, and Routine request.

Worklists 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 providers 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 guide lines.

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 anyrelated tests or labs, following approved scheduling algorithms.

Quality and Performance Measures:

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.

Minimum Qualifications


A minimum of 2 years of customer service experience or 1 year of relevant healthcare and/or call centerexperience.


A high school diploma or equivalent is required. College or completion of post-seco ndary education is preferred.

Degrees, Licensures, Certifications


Duke University 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 ideasan 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 essential job 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.

Duke Health

705 Broad Street
Durham, NC 27708

Phone: (919) 684-5600

Fax: (919) 684-5600



Apply Now