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CLINIC SERVICE REPRESENTATIVE
Job Title: CLINIC SERVICE REPRESENTATIVE
Job Code: 0085
FLSA: N
Job Level: 06
Revised Date: 03/15/1996
Job Family: JF 07
Occupational Summary
Perform a variety of clerical activities such as informational assistance related to managed care referrals, consultations and clinical care services, provided to patients by Duke Clinical Departments and Private Diagnostic Clinics.
Work Performed
Receive and screen telephone calls, and/or correspondence from patients, referring physicians or their staff, requesting appointment and provide informational assistance regarding Managed Care referrals, consultations, primary/specialty care services.
Promote Duke Clinical Services through direct communications, cross selling services and providing literature as appropriate.
Act as liaison and troubleshooter for individuals requesting clinical services, referrals, and/or other information; research inquiries as appropriate, follow through with caller and ensure resolution of information requests; obtain medical information from patients and referring physicians and communicate this information to physicians, nurses, and other providers.
Assist patients with telephone registration procedure to include providing general information regarding managed care policies and appointment scheduling options.
Coordinate and schedule patient appointments, consultations, and laboratory tests per information provided; ensure all tests and consults are scheduled in correct sequence, communicate to the patient special instructions, such as fasting related to clinic visit and/or laboratory test; enter pertinent data into the automated computer system. Obtain time availability from physicians and establish each physicians schedule in computer system, adjust and make changes in system.
Assist with training co-workers and provide informational assistance to co-workers on an ongoing basis; assist management in identifying operational improvements, including technical systems changes and updates to computer system, to maximize efficiency and accuracy of services provided.
Assist in compilation of data for regular and special reports.
Perform other related duties incidental to the work described herein.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Required Qualifications at this Level
Education/Training
Work requires a general educational background normally equivalent to a high school education.
Experience
Work requires two years of work experience involving patient contact, tele-marketing or customer service in a medical setting to develop strong communications skills and working knowledge of medical terminology.
OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
Skills
N/A
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University 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 essential job 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.
