Administrative Assistant - Referral Center

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.

Job Summary

The Administrative Assistant – Referral Center provides advanced administrative support to the Referral Center team. This role requires a background in medical terminology and health care documentation in order to accurately review and process referrals, create patient charts in EMR system, and ensure smooth referral processing. The position has a focus on coordination, accuracy, and effective communication across multiple service lines.

Job Duties

• Implement and support appropriate information systems, workflows, and administrative processes in support of Referral Center operations.
• Process incoming referrals by reviewing for completeness, creating and maintaining records in electronic systems, and routing to appropriate personnel and departments according to established workflows.
• Create, maintain, and update referral and administrative records across multiple electronic systems, ensuring accuracy, completeness, and timely documentation.
• Independently prepare and maintain administrative documentation, reports, charts, tracking tools, graphs, and spreadsheets at designated intervals and as requested.
• Monitor Referral Center EMR and work queues, triaging referrals and inquiries to appropriate teams while exercising sound judgment and discretion.
• Prioritize, triage, and resolve a high volume of inquiries received via phone, email, fax, and in person; escalate issues as appropriate.
• Manage incoming faxes and electronic documents by attaching records to appropriate files and distributing information to relevant internal teams.
• Provide administrative support to Referral Center leadership, program manager, and support staff to facilitate efficient referral workflows.
• Communicate referral-related information, documentation, and updates to appropriate internal departments and external partners in a timely and professional manner.
• Maintain and update referral source data, including databases and tracking tools; monitor and update physician licensure and NPI information as required.
• Plan, organize, and schedule work priorities in alignment with program goals, deadlines, and operational needs.
• Collaborate with internal departments to support coordination of referral workflows and operational continuity.
• Participate in team meetings, training sessions, and performance improvement initiatives.
• Provide weekend or after-hours coverage on a rotating basis, as assigned.
• Maintain confidentiality of patient, employee, and organizational information at all times.
• Demonstrate professional behavior, appearance, and conduct consistently with organizational standards.
• Perform other related administrative duties incidental to the work described herein or as assigned.

Minimum Qualifications

Education

High school education or equivalent

Experience

• Two years of administrative support experience of increasing variety and/or complexity
• Prior experience in a health care or medical office setting.
• Experience with referral intake, chart management, or order transcription preferred.
• Prior experience in home health, hospice or home infusion preferred.
• Prior experience working with electronic health record (EMR) systems strongly preferred

Knowledge, Skills, and Abilities

• Strong knowledge of medical terminology and ability to accurately transcribe provider orders.
• Proficiency in electronic health record systems
• Strong organizational skills with the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Excellent verbal and written communication skills to interact effectively with providers, patients, and staff.
• Ability to collaborate with interdisciplinary service lines (Home Health, Hospice, Infusion).
• Strong attention to detail, accuracy, and confidentiality (HIPAA compliance).
• Proficiency in Microsoft Office applications (Word, Excel, Outlook).

Duke is an 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 (including pregnancy and pregnancy related conditions), sexual orientation or military 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.