Oncology Access Program Specialist - Duke Raleigh Hospital - Full Time
Duke Raleigh Hospital offers the latest in care and technology in a patient-friendly setting. It has been an important part of Duke Health since 1998 and has served Wake County for more than 35 years, employing more than 2,000 team members. The hospital provides 186 inpatient beds and a comprehensive array of services, including the Duke Raleigh Cancer Center, Duke Raleigh Orthopedic and Spine Center, cardiovascular services, neurosciences including the Duke Raleigh Skull Base and Cerebrovascular Center, advanced digestive care, disease management and prevention, wound healing, outpatient imaging, intensive and progressive care, pain clinic, same-day surgery, emergency department and community outreach and education programs
U.S. News & World Report ranked Duke Raleigh Hospital as high performing in orthopaedics and two adult procedures/conditions: Chronic Obstructive Pulmonary Disease (COPD) and lung cancer surgery. #DukeRaleighJobs
General Description of the Job Class
The Oncology New Patient Coordinator (NPC) is an integral part of the patient care team and is responsible for patient registration, scheduling, coordination of care activities and record collection for new Oncology patients. Registration and scheduling includes patient identification, demographic and insurance updates, appropriate physician or service identification, visit type, utilizing scheduling guidelines and questionnaires. The NPC is responsible for living Duke’s values and demonstrating expected behaviors while contributing to creating a positive patient experience and building a positive work environment. The NPC will maintain a professional image over the phone.
Duties and Responsibilities of this Level:
Oncology Patient Scheduling
First point of contact for patients, referring providers and care teams to coordinate oncology care. Overseeing complex process often requiring multiple calls to the patient, referring physician, previous facilities/providers to request records and record review with the clinical team. Appointment coordination is necessary as many oncology patients will see multiple providers on their first visit, need diagnostics and additional visits such as genetics. This is identified prior to the patient coming for the first time. This work must occur in a stepwise fashion to ensure smooth transitions and minimize disruptions for new patients accessing Duke
Have a full understanding of the cancers, providers, scheduling guidelines and necessary records within disease group. Requires understanding of scheduling guidelines across the DUHS system as this position scheduling oncology care at all locations.
Receive and independently process all referrals to the Oncology access from different sources including phone, fax, e-mails, in-basket messages, and workqueue. Processing referrals may include creating new referrals in EPIC, working from a workqueue, registering new patient accounts, entering insurance information, scheduling and coordinating appointments, and sending out new patient packets.
Apply knowledge of registration policies and procedures and use appropriate scripting. Correctly add/edit demographic and insurance information. Use look up tool when adding insurance to identify the appropriate payor/plan (as appropriate). Use Generic payor when the caller does not have their insurance card, if other discovery methods are unavailable. Follow process for patients that do not have coverage or may require a financial screening
Scheduling and coordination of appointments may include consults, procedures, studies, labs, social work, nutrition, palliative care and/or survivorship. Follow guidelines and provider template processes by using scheduling algorithms/decision trees to schedule appointments. Apply knowledge
of scheduling policies and procedure (general and service/clinic specific), including self-pay and Medicaid out-of-county policy, VA Scheduling.
Medical Record Collection
Collect medical records for new patients prior to initial visit by following department policy and procedure. Conduct review process for all new patients to ensure all records are complete and accurate in a timely manner. Utilize PowerShare to request outside imaging and utilize eHealth record templates to request outside records, imaging and pathology when appropriate. Upload outside records to appropriate systems in timely manner and communicate any issues to providers prior to appointments.
As part of the record collection process, often will need to place orders within EPIC to store outside images and/or interpret outside images in the Duke system. Place orders within EPIC to have outside pathology slides read by Duke Pathology department.
Collaboration and Communication
Participate in daily/weekly new patient review meetings with disease group providers. Present patients for discussion, along with relevant health history and referral information.
Participate in departmental meetings related to new patient access in Oncology. Advise supervisor as to the status of current activities and additional or expanded program requirements. Make recommendations for solutions to problems identified.
Maintain liaison with other programs within the Duke Oncology Access department to coordinate program business and to accomplish program objectives.
Perform other related duties incidental to the work described herein.
Knowledge, Skills and Abilities
Work requires analytical, communications and organizational skills OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE generally acquired through completion of a bachelor's degree program with one year of experience in program administration or event production. -OR- Twoyears of postsecondary education with three years of experience in program administration or event production.
Degrees, Licensures, Certifications
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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.