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ACCESS SPECIALIST II
The Duke Consultation and Referral Center (DCRC) Referral Speciali stis Work PerformedKnowledge, Skills and AbilitiesPer form other related duties incidental to the work described herein.andofe nvironmentrelationships with patients,part of a multifunctionalteam char ged with the responsibility of providing efficient andprofessional acces sto DukeMedicine. The Referral Specialist is responsible forsupporting theeffective promotion of servicesprovided by Duke Hospital, the clinica ldepartments, the PrivateDiagnostic Clinic, CommunityPrivateDiagnosticC linic, Duke Primary Care, Durham Regional Hospital,Duke Raleigh Hospital ,all other affiliates and entities of Duke Medicine. Access to DukeMedic ine is facilitated but notlimited to telephone, Internet, e-mail, electr onic work lists, writtenand fax communications.Actions taken include but are not limited to referrals, consultations,appointments, eventregistra tions, and literature fulfillment.Accountable for physician/consumer relations and customer serviceactivities. Communicates andresponds to custo mer needs in a professional, positive mannerbuildingcredibility and rapp ort withall contacts. Customers defined as but not limited to, referrin gphysicians and their staff,patients, consumers, co-workers, Duke facult y and staff, otheremployees within the health system.Employs a systemati c approach in problem solving; makes decisions basedon thoughtful analys isthe situation, and evaluationof the alternatives. Providesdocumentation as needed.Maintains customer focus in stressful situations and exerc ises respectand patient confidentialityat all times.Demonstrates profess ional telephone technique with strong focus oncommunication style andkno wledgeof Duke Medicine to include its partners and affiliates.Participat es in the training of new employees.Responsible for accurate business da ta collection and maintenance ofboth the ProviderProfessionalMaster (PPM ) database and eCentaurusdatabases.Utilizes the computer systems IDX, DH IS, and eCentaurus according todepartmental protocols toinclude accurate data entry and retrieval of information for reportingpurposes.Receives, researches and completes, in a timely manner, all inquiriesand requests ensuringoptimumcustomer satisfaction. Assumes ownership of each transa ction.Maintains high level of accuracy inall data collectionand entry,a ppropriately following through anddocumenting the interaction.Operatesan d troubleshoots voicemail and telephone system in support ofcommunicatio nsprovided byDCRC.Maintains professional standards by participating in o rientation,training and seminars.Remains current on changes in policiesa nd protocols in DCRC.Communicates new information related to all clinica l services andreferral protocols for DukeHospital, the clinical departme nts, the Private Diagnostic Clinic,Community Private DiagnosticClinic, D uke Primary Care, Durham Regional Hospital, Duke RaleighHospital, andall otheraffiliatesand entities of Duke Medicine.Identifies and communicate sneeds and operational improvements,including technical systemchangesan d updates, to maximize the efficiency and accuracy of servicesprovided b y DCRC in anof change.Basic computer skills required.Excellentoraland w ritten communication skills.Abilityto performmultiple tasks and work ind ependently.Ability to develop and maintain professional, service-oriente d workingphysicians, co-workers and supervisors.Ability to understand an d comply with policies and procedures.
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, Licensures, Certifications
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.
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