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REFERRAL COORDINATOR- DPC Patient Engagement Center
Work Arrangement:
Requisition Number: 228790
Regular or Temporary: Regular
Location:
Durham, NC, US, 27710
Personnel Area: DUKE PRIMARY CARE
Date: Feb 13, 2023
Duke Primary Care
Duke Primary Care Duke Primary Care is a broad network of community-based
clinics that offer family medicine, internal medicine, pediatric, and urgent
care services. With 400 providers in nearly 50 locations, Duke Primary Care is
the largest primary care network in the greater Triangle. Our network saw more
than 750,000 patient encounters in fiscal year 2021.
Our Duke Primary Care clinics provide personalized care for adults and
children, from sick visits to preventive care, health screenings to
immunizations, and annual exams to chronic disease management. Select primary
care clinics also provide behavioral health, diabetes education, pharmacy, and
other population health services. Duke Primary Care clinics are accredited and
designated a Primary Care Medical Home by The Joint Commission.
Our Duke Urgent Care centers offer evaluation and treatment for minor
illnesses and injuries 12 hours a day, seven days a week when a patient’s
primary care provider is not available. Services also include certain physical
exams and vaccinations. A pediatric specialist is available at select
locations. Patients can walk in to one of our nine urgent care centers located
throughout the greater Triangle or can schedule a virtual visit to receive
care from the comfort of home.
General Description of the Job Class
The Duke Primary Care (DPC) Referral Coordinator provides a comprehensive
scheduling experience to meet the various needs of patients and referring
providers within a Duke Primary Care clinic or centralized engagement center.
The DPC Referral Coordinator performs various appointment and access-related
duties for Duke Primary Care clinic(s) to including scheduling appointments
from a referral, following up on referrals faxed externally, and closing the
loop on all reconcilable referrals placed. The DPC Referral Coordinator
remains current on providers, service locations, and insurance payers, while
providing the highest levels of service excellence to each patient.
Location:
Patient Engagement Center 14 Moore Dr. Durham, NC 27703
Hours:
Monday-Friday 8am-5pm.
Duties and Responsibilities
Elements that contribute to the unique characteristics of the position
include:
Referral Coordinator II - autonomous problem-solving and decision-
making as it relates to referrals, patient appointment and scheduling
support for multiple DPC clinics daily, trainer for new referral
coordinators, and network level process-improvement referral projects and
initiatives.
Referral Duties
Provide accurate information to patients regarding various services,
providers, and locations available within the Duke University Health
System and the surrounding community.
Actively identify, listen, and understand the needs of each patient. Ask
thoughtful questions to determine the appropriate resources or actions to
be taken.
Professionally communicate both verbally and in writing with patients,
providers, internal specialty departments, and clinics in the surrounding
community.
Provide referral and radiology support within designated pod as assigned
for PTO coverage.
Monitor voicemail of assigned clinic(s).
Assist in scheduling for more than 30 specialty departments.
Provide referral and radiology coverage to other DPC clinics as needed.
Utilize 31 different decision trees to schedule patients within the Duke
University Health System.
Utilize referral standard work documents and resources and performs work
within established standards at all times.
Make judgements guided by standard work on how to prioritize patients and
complete tasks.
Obtain authorizations and assist in covering 5 authorization work queues.
Handle 2-4 clinic assignments daily including referral and radiology work
queues and authorizations for each assigned clinic.
Patient Scheduling
Identify patients using 2 identifiers in accordance with compliance
guidelines.
Schedule appointment from the referral using scheduling guidelines and
questionnaires in order to determine the appropriate provider, location,
and visit type.
Maintain knowledge and resources to schedule patients outside of Duke as
appropriate.
Ability to answer questions from patients and ordering providers on where
to send referrals for quickest access, closest geographic location, as
well as specific insurance requirements.
Provide patient with appropriate directions and pre-visit appointment
information.
Identify and document special needs; schedule interpreters as needed.
Review assigned work queues and prioritize by emergency, urgent, and
routine referrals ensuring all referrals are worked within 48 hours.
Use all available resources to contact the patient, including phone
numbers and MyChart, while following compliance guidelines.
Improvement Initiatives
Maintain liaison with other offices and departments to coordinate
referrals, foster collaboration, leverage resources, and help to
accomplish program objectives.
Contribute to program effectiveness by communicating trends and
recommending modifications to current workflows.
Proactively communicate issues to Team Lead and Service Access Manager as
it relates to access and decision trees.
Actively participate in DPC continuous improvement processes and practice
level improvement projects.
Complete time studies to conduct preliminary analysis of trends as
assigned by Referral Manager.
Actively participate and engage in network level process improvement
projects.
General
Exceed patient experience expectations.
Meet or exceed daily productivity goals as set forth by department.
Demonstrate Duke's values and behaviors in every interaction.
Consistently use "Words that Work" and "RELATE" in all daily interactions.
Comply with all regulatory and compliance policies and procedures.
Strong ability to handle complex workflows utilizing critical thinking
skills.
Serve as trainer for new DPC referral coordinators to include training on
referral standard work and referral authorization process.
Required Qualifications at this Level
Education:
A high school diploma or equivalency, is required.
College or completion of post-secondary education is strongly preferred.
Experience
Minimum of 1 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
Strongly Preferred for Referral Coordinator II :
2 years of health care related experience
Active user of electronic medical records (EMR) software
Experience with obtaining insurance authorizations
Comprehensive knowledge of primary care referral protocol
Familiar with process-improvement methods (PDSA, A3, 5S)
Comfortable training peers
Degrees, Licensure, and/or Certification N/A
Knowledge, Skills, and Abilities
Individuals successful in this job are:
Organized and motivated by a fast-paced environment
Able to manage multiple tasks/projects simultaneously
Proficient in review and assess needs quickly
Strong with the use of computer software tools and data files
Comfortable with continuous change, is self-directed, and can take
initiative
Patient-centered and compassionate
Distinguishing Characteristics of this Level
Additional job expectations include the ability to:
Build effective and trusting relationships with patients and family
members/caregivers, colleagues, providers, and leadership
Use active-listening skills when assessing patient requests, concerns, and
needs
Demonstrate confidence, compassion, and attention to detail
Duke 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 essentialjob 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
