Grace Federal Solutions LLC

Staff Assistant

Grace Federal Solutions - Durham, NC - Contracted

Occupational Summary

Perform responsible administrative and secretarial duties of a complex and confidential nature in support of major departmental or divisional activities to relieve supervisor of varied clerical and administrative responsibilities and to maintain efficiency in organizational operations.

***Applicant must have EPIC/Maestro Care experience. ***

Work Performed

  • Telephone Responsibilities - 

- Obtain complete information on incoming calls from patients and physicians
- Route call or message to appropriate area appointment center, clinic, provider) in a timely fashion.
- Retrieve voice mails the same day, record all information and date and time of the message and route accordingly
- Enter phone messages as an Inbasket Message in MaestroCare for Triage/MD/APP

  • Schedules -

- Must think strategically, juggle provider schedule, prioritize work and ensure that provider templates are accurate and fully utilized.
- Process SCR forms within 48 hours of receipt to ensure accuracy and completeness
- Submit Schedule change Request (SCR) form to close clinics
- Make sure changes are reflected in MaestroCare within 1-2 weeks and follow up if changes are not made.
- Enter scheduling inquiries and follow up if scheduling issues are not addressed within 3 days.
- Monitor provider schedules for a rolling 30 - day period to ensure correctness of schedule, looking for cancellations or erroneous frozen slots, and/or to prevent gaps in schedules.
- Verify the accuracy of providers templates/schedule
- Verify provider requested schedule blocks have been processed
o Reschedule patients scheduled within 45 days when provider template issues arise
o Coordinate the rescheduling of patients once the provider makes permanent changes to their template.
o Make template/schedule changes pending managerial approval.
o Manage urgent clinic and appointment scheduling
o Manage patient rescheduling in cases of provider emergency/absences

  • Letters/Clinic notes/Other - 

- Assist with completion of FMLA and/or disability paperwork for providers if needed, collect, submit and record on spreadsheet for tracking.
- Print/route letters and clinic notes that are routed to you with 24 hours of receipt
- If required by the physicians, ensure all orders are in that were referenced in previous visit note for appointment; if not, notify provider/APP
- Work with the provider to draft/dictate patient letters to go out to the referring provider office. Record on spreadsheet for tracking.

  • Referrals - 

- Send referrals to outside facilities signed by Doctors for labs, studies, tests, etc.
- Print and send all records if necessary
- FedEx a CD of scans performed at Duke
- Record on spreadsheet for tracking all referrals

  • Medical Records/ PACS/CDs/Other - 

- Order outside records
- Request imaging - either CDs or through Powershare, once received, upload to Powershare and create order to be pulled into PACS

  • Perform other related duties incidental to the work described herein.


Required Qualifications at this Level


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.



Work generally requires four years of related secretarial/clerical experience to acquire the skills necessary to administer complex office functions related to office management, communications, and budgetary/accounting activities.




  • Covid-19 Vaccination, including booster is required for this position as well as the passing of a background check. 

Shot records must be reviewed by Grace personnel prior to resumes being submitted to the hiring manager.

Apply: Staff Assistant
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