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Access Specialist II

Duke University
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Job Details

Location: Durham 27710

Schedule: TBD

General Description of the Job Class

This job classification includes the duties of three functional groups in Duke Health Access Services:

1. Duke Consultation and Referral Center (DCRC) -- Serve as a first point of contact for Duke Health System patients and referring providers. Provide a comprehensive one-call experience to meet the various needs of patients, referring providers, and family members. Adapt to and manage the ever changing and complex services, providers, service locations and initiatives across Duke Health while providing the highest level of customer service to each caller. Provide a comprehensive one-call experience to meet the various needs of patients, referring providers, and family members.

2. GI Procedure Scheduling -- Responsible for outpatient procedure scheduling to include, multiple types of Colonoscopy, Upper & Lower Endoscopy, Endoscopic Retrograde Cholangio- Pancreatography, and Endoscopic Ultrasounds in an Outpatient Operating Room setting in Duke Health System and Private Diagnostic Clinic.

3. Provider Template Editing -- An Editor receives, interprets, and executes provider schedule change requests. The schedule change request is submitted to the editor and/or in the case of complex block scheduling, with supplemental spreadsheets and is managed through a custom-built database. The Editor makes the schedule changes in the MaestroCare system using the edit template function.

Duties and Responsibilities of this Level

Referral & Consultative Duties

  • Utilize the Customer Relationship Management (CRM) software to accurately collect necessary and relevant data.
  • Provide accurate information to callers regarding the various services, providers, and locations available within the Duke Health System and Private Diagnostic Clinics.
  • Triage caller's request by asking questions to determine the appropriate resources or actions to be taken.
  • Utilize a one-call resolution technique to meet the caller's needs. When necessary, follow up with the patient after performing additional research or contacting other areas within the health system.
  • Schedule new patient appointments for select primary care and specialty care services.
  • Provide information and education on the various marketing campaigns being offered by Duke Health. Facilitate patient needs as necessary.
  • Monitor voicemail lines that support such services as, non-Duke providers, and marketing.
  • Provide support for class/seminar registrations within Duke Health.

GI Procedure Scheduling Duties

  • Determine if ancillary appointments (pre-procedure clinic evaluations, pre-anesthesia testing appointments, etc.) are needed according to scheduling algorithms, patients' medical history and established clinical and facility standards.
  • Coordinate both procedures and ancillary visits within a specific period of time established for each procedure.
  • Utilize learned-service-specific critical thinking for appropriate procedure with appropriate prep.
  • Review work lists and prioritize by Emergent, Urgent, and Routine request.
  • Use all available resources to contact the patient, including phone numbers, MyChart account, and email while following compliance guidelines. If the patient is ready to schedule, make the appointment following the scheduling algorithms. Provide detailed information about the reason for the call. Be prepared for questions, remain attentive, and resolve complex tasks.

Template Support Duties

  • To recognize and support the templates and fundamentally understand the impact on appointment availability, provider productivity, clinic work flow, clinic staffing, expense and revenue.
  • Edit and maintain provider scheduling and procedure templates in MaestroCare in multiple modules (Cadence and OpTime). Understand and follow the template design principles and provider template related policy and procedures. Understand appointment slot designations and visit types to meet business/clinical needs.
  • Review work list and prioritize request based on Emergent, Urgent, and Routine request. Coordinate work assignments with team members.
  • Create a Service Now ticket to request changes in the master files, such as visit duration or adding blocks to a department/provider, as requested by the specialty, which must be made before the template can be edited. Track the completion of the change, then complete the template build. Run the template exception report to determine if any days have been changed that are outside of the template change request such as holiday's or days and/or times that were previously rescheduled. Ensure that any impacted exceptions are added back to the revised template.
  • Notify leadership when changes do not follow expected template build principles, visit durations are extended, or a redesign of the department templates may be needed.
  • Ensure that all reschedule lists are distributed, completed, and audited, and that the request is updated in the system and associated paperwork filed.

This is not intended to portray an all-inclusive list of duties.

Required Qualifications at this Level


A high school diploma or equivalent is required. College or completion of post-secondary education is preferred.


Minimum of 2 years of health care related or call center experience. An associate degree or higher may substitute for the experience requirement.

Degrees, Licensure, and/or Certification

Knowledge, Skills, and Abilities

Distinguishing Characteristics of this Level

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.


Read our Diversity Profile History

Duke University was created in 1924 by James Buchanan Duke as a memorial to his father, Washington Duke. The Dukes, a Durham family that built a worldwide financial empire in the manufacture of tobacco products and developed electricity production in the Carolinas, long had been interested in Trinity College. Trinity traced its roots to 1838 in nearby Randolph County when local Methodist and Quaker communities opened Union Institute. The school, then named Trinity College, moved to Durham in 1892, where Benjamin Newton Duke served as a primary benefactor and link with the Duke family until his death in 1929. In December 1924, the provisions of indenture by Benjamin’s brother, James B. Duke, created the family philanthropic foundation, The Duke Endowment, which provided for the expansion of Trinity College into Duke University.Duke Campus

As a result of the Duke gift, Trinity underwent both physical and academic expansion. The original Durham campus became known as East Campus when it was rebuilt in stately Georgian architecture. West Campus, Gothic in style and dominated by the soaring 210-foot tower of Duke Chapel, opened in 1930. East Campus served as home of the Woman's College of Duke University until 1972, when the men's and women's undergraduate colleges merged. Both men and women undergraduates now enroll in either the Trinity College of Arts & Sciences or the Pratt School of Engineering. In 1995, East Campus became the home for all first-year students.

Duke maintains a historic affiliation with the United Methodist Church.

Home of the Blue Devils, Duke University has about 13,000 undergraduate and graduate students and a world-class faculty helping to expand the frontiers of knowledge. The university has a strong commitment to applying knowledge in service to society, both near its North Carolina campus and around the world.

Mission Statement

Duke Science"James B. Duke's founding Indenture of Duke University directed the members of the University to 'provide real leadership in the educational world' by choosing individuals of 'outstanding character, ability, and vision' to serve as its officers, trustees and faculty; by carefully selecting students of 'character, determination and application;' and by pursuing those areas of teaching and scholarship that would 'most help to develop our resources, increase our wisdom, and promote human happiness.'

“To these ends, the mission of Duke University is to provide a superior liberal education to undergraduate students, attending not only to their intellectual growth but also to their development as adults committed to high ethical standards and full participation as leaders in their communities; to prepare future members of the learned professions for lives of skilled and ethical service by providing excellent graduate and professional education; to advance the frontiers of knowledge and contribute boldly to the international community of scholarship; to promote an intellectual environment built on a commitment to free and open inquiry; to help those who suffer, cure disease, and promote health, through sophisticated medical research and thoughtful patient care; to provide wide ranging educational opportunities, on and beyond our campuses, for traditional students, active professionals and life-long learners using the power of information technologies; and to promote a deep appreciation for the range of human difference and potential, a sense of the obligations and rewards of citizenship, and a commitment to learning, freedom and truth.Duke Meeting

 “By pursuing these objectives with vision and integrity, Duke University seeks to engage the mind, elevate the spirit, and stimulate the best effort of all who are associated with the University; to contribute in diverse ways to the local community, the state, the nation and the world; and to attain and maintain a place of real leadership in all that we do.”

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