Administrative Assistant - Duke Homecare and Hospice

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke HomeCare & Hospice

Pursue your passion for caring with Duke HomeCare & Hospice, which offers hospice, home health, and infusion services across the region, as well as serves as the home forthe Duke Caregiver Support Program. Team members work closely with a patient's physician to provide comprehensive, individualized care in the comfort of their home or at our inpatient hospice facility in Durham, NC.

Work arrangement: 12 Moore Drive, Durham, NC

The Team Assistant Scheduler performs multi-disciplinary scheduling (nursing, therapy, social work, aides). The Team Assistant assists manager to manage clinician caseloads, assure clinicians are productive and are communicating with patients. The Team Assistant also coordinates clinician schedules with patients and caregivers and must provide exceptional customer service. This position is essential in ensuring clinician satisfaction and retention.

• Schedule and assign ordered patient visits to clinicians based on case load, patient location and clinician skill level with manager oversight.
• Communicate with clinicians throughout the day related to schedule and make adjustments to schedules as needed based on clinician request or patient request.
• Assure all ordered visits are scheduled to a clinician and notify manager of inability to cover open ordered visits.
• Participate in morning and afternoon huddles to communicate any issues potential harm related to scheduling.
• Participate in Commit to Zero workgroups and process improvement activities.
• Participate in department Committees.
• Reassign visits for clinicians that are on vacation, leave and for unscheduled absences.
• Make weekly schedule adjustments for the upcoming week based on clinician handoff, case load and manager oversight
• Maintain list of each clinician's caseloads and notify managers when caseloads are need to be adjusted.
• Run and distribute reports weekly for managers and team meetings.
• Monitors clinician utilization and productivity and notifies managers of any concerns.
• Contacts patients/caregivers referred to home health to confirm and schedule initial visit. Verifies address, preferred phone numbers and identifies any patient preferences. Provides patient caregivers with information regarding home health and admission visit.
• Assign admission visits to clinicians and provide notification to clinicians of new patients.
• Receive calls from patients and caregivers regarding schedules, answer questions, trouble shoot while providing excellent customer service. Notify managers or any complaints or unresolved issues.
• Enter documentation into the medical record relating to communication with patients and scheduling.
• Patient schedule management for clinicians in Orientation.
• Provide orientation to the clinician on the handoff and scheduling process

High school education or equivalent.

Prior administrative experience with preferred scheduling or home health experience.

Requires customer service experience through patient or public contact. Two years of experience with customer interactions via phone and communications preferred.

• Excellent critical thinking, analytical and problem-solving skills
• Able to manage multiple tasks/projects simultaneously
• Active user of electronic medical records software strongly preferred
• Expertise in use of computer software tools with ability to quickly learn new applications.
• Work requires strong computer skills including use of Word, Excel and Outlook and e-mail.
• Must be flexible and able to function in a work environment where work and schedules may change to meet the needs of the patient.
• Demonstrated ability to work well with clinical staff and deliver excellent patient experience