Access Specialist II- Operational Support

Overview

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Access Specialist II

This position will be for Duke Health en Español and requires Spanish fluency, including passing a Spanish validation test.

This job classification includes the duties of three functional groups in Duke Health Access Services:

• Duke Consultation and Referral Center (DCRC) — Serve as a first point of contact for Duke Health System patients and referring providers. Provide a comprehensive one-call experience to meet the various needs of patients, referring providers, and family members. Adapt to and manage the ever-changing and complex services, providers, service locations and initiatives across Duke Health while providing the highest level of customer service to each caller.
  
  Provide a comprehensive one-call experience to meet the various needs of patients, referring providers, and family members.
• Complex Procedure Scheduling — Responsible for scheduling various complex outpatient procedures. Procedures include, but are not limited to, Colonoscopy, Upper & Lower Endoscopy, Endoscopic Retrograde Cholangio
  - Pancreatography, Endoscopic Ultrasounds and Bronchoscopy. They are typically scheduled in an Ambulatory Surgery Center setting in Duke Health System and Private Diagnostic Clinic but may also be scheduled in an operating room. Based on documentation requirements, these procedures are scheduled in an alternate Epic scheduling module due to the added complexity.
• Provider Template Editing — An Editor receives, interprets, and executes provider schedule change requests. The schedule change request is submitted to the editor and/or in the case of complex block scheduling, with supplemental spreadsheets and is managed through a custom-built database. The Editor makes the schedule changes in the Maestro Care system using the edit template function.
• Float Specialist — Responsible for scheduling patient appointments across multiple access centers / scheduling pods to help meet varying call demands. This may result in being skilled in multiple phone queues at once or potentially single skilled depending on the need. This is subject to change with short notice throughout the course of a day or week. The Float Specialist will also serve as a primary trainer for new staff as well as existing staff for the areas they support.

• Utilize the Customer Relationship Management (CRM) software to accurately collect necessary and relevant data.
• Provide accurate information to callers regarding the various services, providers, and locations available within the Duke Health System and Private Diagnostic Clinics.
• Triage caller's request by asking questions to determine the appropriate resources or actions to be taken.
• Utilize a one-call resolution technique to meet the caller's needs. When necessary, follow up with the patient after doing additional research or contacting other areas within the health system.
• Schedule new patient appointments for selecting primary care and specialty care services.
• Provide information and education on the various marketing campaigns being offered by Duke Health. Facilitate patient needs as necessary.
• Monitor voicemail lines that support such services as dukehealth.org, non-Duke providers, and marketing.
• Provide support for class/seminar registrations within Duke Health.

• Determine if ancillary appointments (pre-procedure clinic evaluations, pre-anesthesia testing appointments, etc.) are needed according to scheduling algorithms, patients' medical history and established clinical and facility standards.
• Coordinate both procedures and ancillary visits within a specific period established for each procedure.
• Utilize learned-service-specific critical thinking for appropriate procedure with appropriate prep.
• Review work lists and prioritize by Emergent, Urgent, and Routine request.
• Use all available resources to contact…