Duke University Hospital

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MEDICAL SECRETARY - North Duke Street- Integrated Pain Program

at Duke University Hospital

Posted: 9/25/2019
Job Reference #: 1361614

Job Description

Auto req ID

Duke Entity

Job Code

Job Description
NDS Integrated Pain Program

General Description
Perform secretarial duties in support of general medical office activities to relieve medical professional personnel of clerical and administrative details and to maintain an efficient and effective operation

Job Duties  
• Provide Administrative Support to the Duke Integrated Pain and Wellness Program, North Duke Street location.
Telephone Responsibilities
•  Obtain complete information on incoming calls (name, MRN, telephone number, date call was received and reason for call)
• Schedule all patient clinic and/or procedure appointments
• Retrieve calls and assist or direct callers to the appropriate person or group (appointment center, clinic, nurse, and provider) in a timely fashion.  When paging a provider, list your name and telephone number on the page 
• Retrieve voicemails the same day, record all information and date and time of the message and route accordingly
Letters/Clinic notes
• Print/Route letters and clinic notes that are routed to you within 24 hours of receipt
• Mail/send letters to patients, outside customers as requested. 

• Schedule all clinic or procedure appointments
• Process schedule change forms within 48 hours of receipt to ensure accuracy and completeness
• Make sure changes are reflected in Maestro Care within 1-2 weeks and follow up if changes are not made
• Manage patients bumps in a timely fashion
• Enter scheduling inquires and follow up if scheduling issues are not addressed within 3 days
• Work closely with CMAs to make sure patient questions are answered quickly
• Review schedules one week in advance to identify cancellations and potential scheduling errors, communicate to scheduling center as appropriate
• Review schedules and templates for errors
• Conduct provider schedule audits to ensure each schedule is accurate every month and every 6 months
• Pre-call each clinic patient 2 days and in advance to review appointment date, time and location and document appropriately in Maestro Care
• Send referrals to outside facilities for labs, studies, tests, etc. as requested by providers.
Outside Records
• Make sure that New and Second Opinion patients have outside records in Maestro Care prior to the appointment
Inbasket and E-mail Messages
• Respond to Inbasket and e-mail messages within 48 hours and complete any non-urgent requests within 5 to 7 days or within the specified timeframe given. For urgent requests, it is required to complete the task as soon as possible or within the specified timeframe given.
Other duties as assigned. 
Screen and sort mail and documents; respond to routine items not requiring supervisor's attention according to instructions and standard procedures.
Set up and maintain office files of patient records, reports, correspondence and miscellaneous information in an organized fashion.
Take or transcribe dictation; type medical reports and summaries, patient histories, operative notes, manuscripts and letters from rough draft to final copy ensuring accuracy and completeness. Operate general office machines to include regular typing and word processing equipment, copy machines, calculators and transcription equipment.
Answer telephone, screen calls, respond to routine questions and take messages in accordance with physician's instructions; serve as receptionist for office or clinics as necessary; greet patients, make appointments or proper referrals according to instructions and procedures; prepare documents and materials for clinics and/or patient admissions as requested. Maintain physician's calendar of appointments and schedules, preparing materials and bringing pertinent items and dates to his/her attention as requested.
Perform other related duties incidental to the work described herein.  

Knowlede, Skills, and Abilities
Strong customer service and communication (written and verbal) skills. 
Ability to multi-task
Medical Office experience required.
Epic/Maestro experience required. 

Education Requirements/Preferences
Work requires a broad knowledge of clerical and accounting principles and practices normally acquired through two years of post-secondary education in secretarial science or a related business field.

Experience Requirements/Preferences
Work generally requires three years of related secretarial/clerical experience to acquire skills necessary to administer complex office functions related to office management, communications, and budgetary/accounting activities. OR and equivalent combination of education and relevant experience. *Typing speed of 50 correct words per minute may be strongly preferred

Working Conditions
Must be able to work under time pressures in a busy clinic/office environment.
Must be present on site for 8 hour shifts during standard business hours.
Must work as late person when scheduled or according to business needs
Must be able to react quickly and immediately respond to emergencies.
Must travel between locations on needed basis.
Must be able to handle multiple assignments, conflicting demands & priorities.
Must maintain attention to detail over extended period of time.
Must be continually aware of variations in changing situations.
Must be able to move throughout office environment throughout day.
Must be able to lift 25 lbs.
Must be able to push/pull 25 lbs.
Must be able to carry 25 lbs.
Must be able to reach for objects by extending arms.


Requisition Number

Position Title
MEDICAL SECRETARY - North Duke Street- Integrated Pain Program


Job Family Level

Full Time / Part Time

Regular / Temporary

Department Name
NDS Integrated Pain Program

Minimum Qualifications
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.


Work requires a general educational background normally equivalent to a high school education.


Work requires two years of related medical clerical experience sufficient to acquire skills in transcribing medical terminology, office organization and communications. A completed medical secretarial program (nine months up to two years accredited program) may be substituted for equivalent experience. * An optional typing speed of 50 correct words per minute may be required.