Duke University Hospital is consistently rated as one of the best in the United States and is known around the world for its outstanding care and groundbreaking research. Duke University Hospital has 957 inpatient beds and offers comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center; a major surgery suite containing 51 operating rooms; an endo-surgery center; an Ambulatory Surgery Center with nine operating rooms and an extensive diagnostic and interventional radiology area. In fiscal year 2018, Duke University Hospital admitted 42,916 patients and had 1,085,740 outpatient visits in fiscal year 2017.
U.S News & World Report named Duke University Hospital #1 in North Carolina and #1 in the Raleigh-Durham area in 2018-19.
Duke University Hospital is ranked in the top 20 nationally for seven adult specialties, including cardiology and heart surgery, nephrology, ophthalmology, orthopedics, pulmonology, rheumatology, and urology.
In addition to its hospitals, Duke Health has an extensive, geographically dispersed network of outpatient facilities that include primary care offices, urgent care centers, multi-specialty clinics and outpatient surgery centers.
Duke Nursing Highlights:
Duke University Health System is designated as a Magnet(r) organization
Nurses from each hospital are consistently recognizedeach year as North Carolina's Great 100 Nurses.
Duke University Health System was awarded the American Board of Nursing Specialties Award for Nursing Certification Advocacy for being strong advocates of specialty nursing certification.
Duke University Health System has 6000 + registered nurses
Quality of Life: Living in the Triangle!
This Medical Assistant will provide a comprehensive scheduling experience to meet the various needs of patients and referring providers within a Duke HBC Neurology clinic. Their coordination will include scheduling appointments from a referral, following up on referrals faxed externally, and closing the loop on all reconcilable referrals placed. They will remains current on providers, service locations, and insurance payers, while providing the highest levels of service excellence to each patient.
The Medical Assistant, Certified functions as an integral member of the interdisciplinary healthcare team and if needed can provide direct patient care. The Medical Assistant, Certified performs routine administrative and patient care supportive duties in a Health System medical practice that assist medical and/or nursing staff in the examination and treatment of patients and ensure the clinic/office runs smoothly.
Duties and Responsibilities of this Level
Clinical responsibilities: The CMA takes medical histories and records vital signs, explains treatment procedures to patients, and prepares patients for examinations and procedures. Patient care support responsibilities may include assisting the medical and nursing staff during examination and procedures, collecting and preparing laboratory specimens, performing basic laboratory test in the clinic/office, taking electrocardiograms, removing sutures/ staples, changing sterile and non-sterile dressings, promoting patient/family understanding of the educational content and his/her involvement in the plan of care, and documenting in the patient record. Other clinical support responsibilities include disposing of contaminated supplies, instrument processing, high level disinfection and sterilization of medical instruments, telephoning prescriptions to a pharmacy, preparing and administering medications as directed by a physician, and authorizing drug refills as directed. Performs other clinical functions as delegated and supervised by the physician.
Administrative responsibilities: The CMA greets patients, answers telephones, schedules appointments to include arrive appointments in MaestroCare, checkout patients, and referral scheduling; arranges for hospital admissions and laboratory services, updates and files patient medical records, fills out insurance forms, handles billing, bookkeeping to include receiving copays and collections on account balances; correspondence, and ordering clinical and clerical supplies and forms. Performs other administrative duties as directed.
May be requested to be a liaison for clinic activities such as Joint Commission and falls and/or participate in clinic committees.
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. Monitor voicemail of assigned clinic(s). Assist in scheduling for assigned specialty departments. Utilize needed 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 authorization work queues.
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.
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 Nurse Manager, Service Access Manager, and other leadership as it relates to access and decision trees.
Actively participate in continuous improvement processes and practice level improvement projects.
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.
Perform registration, front desk coverage, scanning, and other related duties incidental to the work described herein as assigned by clinic leadership.
Required Qualifications at this Level
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.
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:
Good customer service skills.
Work requires the ability to understand and follow oral and written instructions generally acquired through a high school education and medical assistant programming.
Heavy lifting and the ability to transport stretcher and wheelchair patients may be required.
Working knowledge of sterile techniques and special procedures that are applicable to work performed.
Working knowledge of procedures and techniques involved in administering routine and special treatments to patients.
Working knowledge of sanitation, personal hygiene and basic health and safety precautions applicable for work in a clinic setting. Working knowledge of infection control procedures and safety precautions.
Age specific competencies.
Daily clinic preparation process; registration, scheduling, charge posting, order entry. Able to document and communicate pertinent information
Ability to establish and maintain effective working relationships with patients and clinic staff
Levels II and III -- Ability to independently seek out resources and work collaboratively
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.
As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.