Patient Access Management Coordinator
Acts as an independent outpatient clinic scheduling consultant through partnership with patients, individual faculty members, clinic staff, Department/Divisional leadership, Private Diagnostic Clinic (PDC), and Patient Revenue Management Organization (PRMO) leadership. Collaborates 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:
55-60% – Access Management
- 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.
- Directs ancillary staff to match patients to available clinic slots based on availability, care needed, and patient type.
- Prepares plans to respond to Division specific, unique models of care to ensure timely appointment availability.
- Educates all new Providers on access related organizational structures, procedures, and Practice Standards.
- Tracks and analyzes actual provider clinic visits and sessions to budget expectations. Makes recommendations based on analysis and access management issues.
- Shares responsibility for access related patient satisfaction performance.
25-30% – Scheduling | Template Management
- Creates and manages the master scheduling template for all assigned clinic locations.
- Responsible for the creation, design, and maintenance of appointment templates, visit types, and Cadence Questionnaires for all assigned providers.
- Requests all master template changes to be processed in Cadence.
- Continuously develops, assesses, adapts, and changes strategy to optimize appointment availability and provider schedules.
- Prepares plans to respond to Division-specific models of care to ensure timely appointment availability.
- Tracks and reports physician clinic visits and session expectations.
- Tracks and reports capacity issues for clinic schedules and sites.
- Manages provider generated appointment cancellations and cancellations submitted less than 4 weeks in advance. Evaluates impact on rework of bumped patients and works with Division leadership to improve.
- Manages template change requests and directly negotiates appropriateness of changes with faculty members and Division leadership.
- Diagnoses and continuously improves scheduling inefficiencies while engaging necessary faculty, staff, and leadership.
- Engages the HCA/Practice Manager to evaluate the impact and best practice usage of clinic space and capacity.
- Responsible for the education and adoption by the appointment center and Duke Consultation and Referral Center (DCRC) of all template, visit type, and Cadence questionnaire changes.
15-20% – Leadership
- Oversees, reviews, and builds scheduling guidelines and updates.
- Budgets for clinical capacity across assigned Division(s) and clinical service locations. Total activity to be budgeted will depend on the number of faculty, locations, and services in the particular portfolio.
- Directly influences the processes used to manage appointment flow and schedules for each assigned Division/program.
- Serves as the Department liaison to address/mitigate provider-related issues for the PRMO)/DCRC.
- Directs regular reporting for the impact of new clinics/programs, new/terminating providers, and new/existing locations to Department, PRMO, PDC, and DCRC leadership.
- Leads with Clinical Vice-Chair, consistent efforts to optimize the independent clinical effort of Department Advanced Practice Providers.
- Attends and directly contributes at meetings with faculty, clinic staff, Department/Divisional, DCRC, PDC, and PRMO leadership. Attends and contributes at Department Access Performance meetings.
- Leads improvement projects for access management and provides regular feedback to leadership regarding the status of projects.
Knowledge, Skills, Abilities:
- Ability to clearly express expectations, goals, and timelines along with appropriate analysis, coordination, and monitoring of progress
- Consistently displays accuracy and attention to detail
- Excellent verbal and written communication skills, organizational skills, management of own time, and respect for the time of others
- Identifies and analyzes significant problems and opportunities; relates and compares data from different sources
- Excellent planning and scheduling skills with the ability to be flexible and graceful in the face of change
- Demonstrated ability to effectively control and participate in multiple projects of varying priorities in a consistently professional manner
- Ability to establish and maintain respectful and effective relationships with faculty, management, co-workers, and customers
- Ability to work effectively with a range of responsible parties throughout the Department, either as a project leader or as a team member, to advance projects to timely and successful completion
- Demonstrated ability to analyze problems from multiple points of view, to lead consensus building within groups with differing views, and to translate consensus into planned action
- Ability to act on own initiative to further Department/Division goals
- Successfully uses multiple software programs independently; software includes Microsoft Office applications, IDX, Cadence, and Epic Maestro Care
1492 ADMINISTRATIVE COORD
Job Family Level
Full Time / Part Time
Regular / Temporary
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 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 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.
Work requires a general business background generally equivalent to a bachelor's degree in a business related field.
Work requires 2 years related business or administrative experience to become familiar with general personnel practices, accounting and budgeting principles and coordination of major office activities. A master's degree in a business related field may be substituted for 2 years experience.
OR ANY OTHER EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE.
2-3 years of business and/or administrative experience, medical terminology, and direct exposure to clinic activities to acquire knowledge of clinical practices, scheduling, patient scheduling systems, patient types, and operational flow.
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