Durham, North Carolina
Tustin, California
Miami, Florida
Posted: 04-Jan-25
Location: Durham, North Carolina
Categories:
Internal Number: 252942
Duke Connected Care, a community-based, physician-led network, includes a group of doctors, hospitals and other healthcare providers who work together to deliver high-quality care to Medicare Fee-for-Service patients in Durham and itssurrounding areas.
General Description of the Job Class
The Population Health Resource Associate is responsible for performing professional administrative duties that align with the Population Health Management Office's quality and outreach initiatives, such as: chart review, telephonic patient outreach efforts, and scheduling appointments for physicals/Annual Wellness Visits, colorectal cancer screenings, breast cancer screenings, diabetes eye exam and A1C, as well as other outreach efforts for quality measures and care coordination. High volume incoming/outgoing calls ensuring an optimum environment for the efficient performance of customer/patient engagement and ambulatory appointment scheduling activities.
Duties and Responsibilities of this Level
Basic understanding of medical terminology.
Strong verbal and written communication; including telephone etiquette.
Excellent customer service skills.
Experience with multi-system electronic health record documentation, preferred.
Promotes quality, comprehensive services through a team approach.
Ability to meet productivity and performance demands.
Develops and maintains positive relationships with customers internal and external to DUHS.
Provide telephonic outreach and care management support to patients; educate patients of available community resources.
Act as a client advocate and support the development of problem solving skills; provide instructions in basic health care procedures.
Promote program on key coalitions and task forces to foster collaboration, educate constituencies, leverage resources, and reduce duplication of services.
Perform other related duties incidental to the work described herein.
Assists with promoting positive relationships among physicians, leadership, hospital staff and other community stakeholders to ensure timely and appropriate patient follow-up.
Understands the importance of the relationship between the health system, payer and patient as well as the quality initiatives that the Population Health Management Office helps Duke to achieve each measurement year
Minimum Qualifications
Education
High school degree or equivalent, as well as strong communications and organizational skills.
Experience
Work generally requires customer service experience through patient or public contact. Two years of experience with customer interactions via phone and marketing/communications preferred. Active user of electronic medical records software strongly preferred. An associate's degree or higher may be substituted for experience.
Degrees, Licensures, Certifications
The work activity and patient acuity levels can create a stressful atmosphere, therefore individuals successful in this job are:
-- Organized and motivated by a fast-paced environment
-- Able to manage multiple tasks/projects simultaneously
-- Proficient in review and assess needs quickly
-- Strong with the use of computer software tools and data files
-- Comfortable with continuous change and self-initiating
-- Able to complete documentation in a quick and efficient manner (will be in legal medical record and other software systems developed for care management and population based program metrics)
NA
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.