Appointment Coordinator - Duke Perinatal of Cary

Appointment Coordinator - Duke Perinatal of Cary Requisition Number: 271878 Work Arrangement: Regular Location: Cary, NC 27518 Job Location Duke Perinatal Clinic of Cary - 600 New Waverly Pl, Cary, NC 27518 Duke Perinatal Clinic of Durham - 2608 Erwin Road, Durham, NC Job Summary We are seeking an Appointment Coordinator to be an integral member of the healthcare team and provide direct and indirect care to patients at the Duke Perinatal Clinic of Durham and Cary. The schedule for this position is generally working five 8‑hour shifts per week. Job Duties and Responsibilities Schedule appointments from referrals using scheduling guidelines and questionnaires to determine the appropriate provider, location, and visit type. Actively identify, listen, and understand the needs of each patient. Ask thoughtful questions to determine the appropriate resources or actions. Professionally communicate verbally and in writing with patients, providers, internal specialty departments, and clinics in the surrounding community. Provide accurate information to patients regarding various services, providers, and locations available within the Duke University Health System. Utilize different decision trees to schedule patients within the Duke University Health System. Use referral standard work documents and resources and perform work within established standards at all times. Identify patients using two identifiers in accordance with compliance guidelines. Maintain knowledge and resources to schedule patients outside of Duke as appropriate. Identify and document special needs; schedule interpreters as needed. Provide patients with appropriate directions and pre‑visit appointment information. Make judgments guided by standard work on how to prioritize patients and complete tasks. Answer questions from patients and ordering providers on where to send referrals for quickest access, closest geographic location, and specific insurance requirements. Use all available resources to contact the patient, including phone numbers and MyChart, while following compliance guidelines. Review assigned work queues and prioritize by emergency, urgent, and routine referrals ensuring all referrals are worked within 48 hours. Monitor voicemail of assigned clinic(s). Maintain liaison with other offices and departments to coordinate referrals, foster collaboration, and achieve program objectives. Provide referral and radiology support within the Perinatal practices as assigned for PTO coverage. Assist in scheduling for a complex clinic utilizing scheduling matrix. Provide front desk coverage to the Perinatal clinics as needed. Contribute to program effectiveness by communicating trends and recommending modifications to current workflows. Proactively communicate issues to Service Access Manager as it relates to access and decision trees. Perform other related duties incidental to the work described herein. Job Eligibility Requirements High school diploma or equivalency required; college or post‑secondary education preferred. Minimum of one year of health‑care related experience; an associate degree or higher may substitute for the experience requirement. Accurate typing and data entry skills. Excellent customer service and communication skills. Knowledge of HIPAA requirements regarding patient confidentiality. Organized and motivated to work in a fast‑paced environment. Ability to manage multiple tasks/projects simultaneously. Proficient in reviewing and assessing needs quickly. Strong knowledge of computer software tools and data files. Comfortable with continuous change, self‑directed, and able to take initiative. Patient‑centered and compassionate. Equal Employment Opportunity Duke is an 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 (including pregnancy and pregnancy related conditions), sexual orientation or military status. Diversity and Inclusion 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 flourish. 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. Read more about Duke’s commitment to affirmative action and nondiscrimination at hr.duke.edu/eeo. #J-18808-Ljbffr Duke PF