Certified Medical Assistant (CMA) - Patient Engagement Center
Work Arrangement: Hybrid (On-Site and Remote mix)
Requisition Number: 271852
Regular or Temporary: Regular
Location:
Durham, NC, US, 27709
Personnel Area: DUKE PRIMARY CARE
Date: Aug 22, 2026
At Duke Health, we're driven by a commitment to compassionate care that
changes the lives of patients, their loved ones, and the greater community. No
matter where your talents lie, join us and discover how we can advance health
together.
About Duke Primary Care
Pursue your passion for caring with Duke Primary Care, which offers family,
adolescent, and internal medicine services as well as urgent, general
pediatric, and virtual care at nearly 50 clinic locations across central North
Carolina.
Certified Medical Assistant - Patient Engagement Center
$7,500 Commitment Bonus for Eligible Candidates
Certified Medical Assistant certification is required prior to beginning
position.
The Duke Primary Care Patient Engagement Center (DPC PEC) is a high-volume,
patient-focused call center that plays a key role in supporting the entire
Duke Primary Care network. Handling over 3,500 calls each day, the center
provides telephonic assistance for a wide range of needs—including acute and
chronic conditions, preventative care, specialty referrals, and prescription
refill requests. Staff also manage a dedicated prescription refill line and
ensure patient messages are returned promptly and with compassion. With a
strong focus on clear, consistent, and caring communication, the DPC PEC helps
patients stay connected to their care teams and feel supported every step of
the way.
Location: 14 Moore Drive Research Triangle Park, NC 27709
This position can be remote after the 90-day probationary period if metrics
are completed successfully.
Hours: 8am – 5pm
What you will do:
Clinical responsibilities:
The CMA collects medical histories, monitors vital signs, explains
treatments to patients, and prepares them for exams and procedures.
Patient care support may include assisting medical staff, gathering and
preparing lab samples, conducting basic lab tests, performing EKGs,
removing sutures/staples, changing dressings, educating patients and
families about care, and documenting in records.
Additional tasks include disposing of contaminated supplies, processing
instruments, cleaning medical equipment, calling in prescriptions,
preparing and giving medications as instructed by the doctor, and handling
prescription refills.
Performs other clinical tasks as assigned by the doctor.
Administrative responsibilities:
The CMA greets patients, answers calls, schedules appointments (including
arrival in Maestro Care), checks out patients, and handles referral
scheduling. They coordinate hospital admissions, lab services, and update
medical records. The CMA also completes forms, manages billing tasks like
receiving copays and collecting balances, handles correspondence, and
orders supplies.
Additional administrative tasks may be assigned, and the CMA may assist
with clinic activities, such as Joint Commission or fall prevention
efforts, and participate in clinic committees.
What you will need:
Education:
Level I -- Graduation from an accredited Medical Assistant program is
strongly preferred. High school or GED graduation is required.
Level II -- Graduation from a medical assistant program accredited by the
Commission on Accreditation of Allied Health Education Programs (CAAHEP)
or the Accrediting Bureau of Health Education Schools (ABHES) is
strongly preferred. High school or GED graduation is required.
Level III -- Graduation from a medical assistant program accredited by the
Commission on Accreditation of Allied Health Education Programs (CAAHEP)
or the Accrediting Bureau of Health Education Schools (ABHES) is
strongly preferred. High school or GED graduation is required.
Education
Level I -- Graduation from accredited Medical Assistant program strongly
preferred. High school or GED graduation required.
Level II -- Graduation from a medical assistant program accredited by the
Commission on Accreditation of Allied Health Education Programs (CAAHEP)
or the Accrediting Bureau of Health Education Schools (ABHES) strongly
preferred. High school or GED graduation required.
Level III -- Graduation from a medical assistant program accredited by the
Commission on Accreditation of Allied Health Education Programs (CAAHEP)
or the Accrediting Bureau of Health Education Schools (ABHES) strongly
preferred. High school or GED graduation required.
Experience
Level I -- No experience required.
Level II -- Must have at least 1 year of clinical experience as a Medical
Assistant in a clinical setting.
Level III -- Must have at least 3 years of clinical experience as a
Medical Assistant in a clinical setting.
Note: 1 year of experience will be provided for an Associate degree in
Medical Assisting.
General Ladder Statement: In addition to the education and experience
noted, applicants must meet all requirements set forth in the Medical
Assistant, Certified (CMA/RMA) Ladder Program document for Levels II and
III.
Degrees, Licensure, and/or Certification
Level I -- Certification by AAMA, AMT, NHA-CCMA, NCMA or ARMA required.
BLS required.
Level II -- Certification by AAMA, AMT, NHA-CCMA, NCMA or ARMA required.
BLS required.
Level III -- Certification by AAMA, AMT, NHA-CCMA, NCMA or ARMA required.
BLS required.
Knowledge, Skills, and Abilities:
Strong customer service skills with the ability to follow both oral and
written instructions, typically gained through high school education and
medical assistant training.
Ability to lift heavy items and assist with transporting patients in
stretchers or wheelchairs.
Knowledge of sterile techniques and procedures relevant to the work
performed.
Familiar with the procedures for administering both routine and special
patient treatments.
Understanding of sanitation, personal hygiene, and basic health and safety
practices for clinic environments.
Knowledge of infection control procedures and safety measures, with age-
specific competency.
Responsible for daily clinic tasks such as registration, scheduling,
charge posting, and order entry.
Able to document and communicate information clearly while building
effective relationships with patients and staff.
Typing skills and knowledge of medical terminology (Levels II and III).
Ability to independently seek resources and work collaboratively with
others.
Job Title: MEDICAL ASSISTANT, CERTIFIED
Job Code: 4261
FLSA: N
Job Level: C2
Revised Date: 01/30/2023
Supervisory Responsibility: No
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.
Nearest Major Market: Durham
Nearest Secondary Market: Raleigh
