Access Specialist II- Operational Support

Overview

At Duke Health, we are dedicated to compassionate care that changes the lives of patients, their loved ones, and the community. No matter where your talents lie, join us to advance health together.

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

• Duties And Responsibilities Of This Level – Referral & Consultative Duties
  
  Note:
  
  This section consolidates duties across multiple functional groups described below and includes use of CRM software to collect data, provide accurate information about Duke Health System services, triage requests, and schedule/coordinate patient services.

• Referral & Consultative Duties
• Utilize the Customer Relationship Management (CRM) software to accurately collect necessary and relevant data.
• Provide accurate information to callers regarding the services, providers, and locations within the Duke Health System and Private Diagnostic Clinics.
• Triage caller requests by asking questions to determine appropriate resources or actions.
• Utilize a one-call resolution approach to meet caller needs; follow up as needed after researching or contacting other areas.
• Schedule new patient appointments for selecting primary care and specialty care services.
• Provide information and education on Duke Health marketing campaigns and facilitate patient needs as necessary.
• Monitor voicemail lines supporting services such as duke health.org, non-Duke providers, and marketing.
• Provide support for class/seminar registrations within Duke Health.

• Complex Procedure Scheduling Duties
• Determine if ancillary appointments are needed according to scheduling algorithms, medical history, and standards.
• Coordinate procedures and ancillary visits within the established period for each procedure.
• Apply specialized knowledge to select appropriate procedures and preparation.
• Review work lists and prioritize by Emergent, Urgent, and Routine.
• Contact patients using available channels (phone, MyChart, email) and follow scheduling algorithms; provide detailed reason for calls and resolve complex tasks.

• Template Support Duties
• Support provider scheduling and templates in Maestro Care (Cadence and OpTime); understand template design principles and related policies.
• Review work lists and prioritize requests by priority; coordinate work with team members.
• Create a Service Now ticket to request changes in master files, then complete template edits and verify impacts with template exception reporting.
• Notify leadership when changes do not follow expected template build principles or when redesigns are needed.

• Float Specialist
• Schedule across multiple access centers / pods; maintain knowledge of guidelines and decision trees.
• Multitask across multiple phone queues and serve as a primary trainer for responsible areas.
• Perform all duties as required in the Access Specialist I role.

This role is not intended to be an all-inclusive list of duties.

• Education – A high school diploma or equivalent is required. This position is for Duke Health en Español and requires Spanish fluency, including passing a Spanish validation test. Bi-lingual Spanish-speaking is required. College or post-secondary education is preferred.
• Experience – Minimum of 2 years of health care related or call center experience. An associate’s degree or higher may substitute for the experience requirement.
• EEO Statement:
  Duke is an Equal Opportunity Employer committed to employment opportunity regardless of age, color, disability, gender, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation or military status.
• Duke aspires to a community built on collaboration, innovation, creativity, and belonging; all members should feel secure, welcome, and heard.

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Reasonable accommodation requests will be provided by each hiring department.