Staff Assistant

North Carolina, United States
11 Feb 2019
End of advertisement period
11 Apr 2019
Contract Type
Full Time

Medicine-Endocrinology and Metabolism

Job Description


Provide on-site support to providers at the clinic location. With excellent communications skills, expert teamwork and efficient use of time, first support the patient experience at Duke Endocrine clinic locations and then support the provider in furthering the patient’s care and experience at Duke.

  1. Regarding Patients Communications (50%):  Answer all patient communications (phone calls, emails, faxes, etc.) regarding coordination of care, medical results and the tracking of documents.
    • ​​Phone Calls (25%):
      • Obtain complete information on incoming calls from patients and physicians (name, MRN if applicable, telephone number, date call was received and reason for call)
      • Route call or message to appropriate area (appointment center, clinic, provider) in a timely fashion.  When paging a provider, list your name and telephone number on the page. 
      • Retrieve voicemails the same day, record all information and date and time of the message and route accordingly
      • As appropriate, enter phone messages as an In-basket Message in Maestro-Care for Triage/MD/APP
    • Faxes (15%):
      • Process or route incoming faxes including prescription requests, diabetic forms, patient FMLA paperwork, patient DMV forms and disability requests as prescribed by clinic protocol.
      • As needed; assist with completion of FMLA and/or disability paperwork for providers if needed, collect, submit and record on spreadsheet for tracking
    • Other Communications (10%):
      • Manage all external communications with outside providers related to clinic notes and consults and, as possible, refill requests.
      • Working with specialty pharmacies: Provide patient demographic and insurance information to expedite prior authorization process.
      • Obtain prior authorization paperwork and route to the appropriate party for completion (triage or provider)
  2. Regarding Clinic Prep (25%): Review provider schedules to ensure appropriateness of visit; that all records are received and pre-visit lab work is complete.
    • Review provider schedules in advance and ensure patients are in correct appointment slots and review schedule for overbookings.  If needed, refer patients to the patient Access team for re-booking.
    • Review clinic patient lists in advance (particularly new patients) and ensure records are available to the provider prior to clinic including consult notes, lab results if any, diskettes, slides, etc.  As needed;
      • Order outside records
      • Communicate with the referring physician’s office to obtain records
      • Communicate with the patient to obtain medical records release
      • Request imaging CDs and submit to PACS for upload
      • Receive and print/scan outside medical records
      • Route all clinic notes to patient’s care team
      • Request records on returning patients that have been seen elsewhere since last visit (i.e. hospital, ED, Urgent care, local Oncologist, Radiation Oncologist, etc.)
    • Call patients 24-48 hours prior to appointment to confirm scheduled appointments
  3. Regarding Patient Follow-up (25%):
    • ​​Process no show letters.
    • Process provider letters, clinic notes lab results to patients within 24 hours
    • Ensure follow-up and lab appointments have been scheduled or are in queue to be scheduled. 
    • Send referrals to outside facilities signed by providers for labs, studies, tests, etc.
    • Scan all paper records and required documents to HIM.
    • Update Maestro-Care Health Maintenance tab to reflect the appropriate return interval

Job Code 148 STAFF ASST
Requisition Number 401550572
Location Durham
Job Family Level 08
Full Time / Part Time FULL TIME
Regular / Temporary Regular
Shift First/Day

Minimum Qualifications

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 broad knowledge of clerical and accounting principles and practices normally acquired through two years of post-secondary education in secretarial science or a related business field.


Work generally requires three years of related secretarial/clerical experience to acquire skills necessary to administer complex office functions related to office management, communications, and budgetary/accounting activities. OR and equivalent combination of education and relevant experience.

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