Director Patient Engagement Center-Full Time-Duke Primary Care-DPC Triage Call Center-Durham
Duke University

Durham, North Carolina

Posted in Retail


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Job Info


Duke Primary Care is the largest primary care network in the greater Triangle area with family medicine and internal medicine providers, and pediatricians in 34 locations throughout the Triangle.

DIRECTOR OF PATIENT ENGAGEMENT CENTER - DUKE PRIMARY CARE

This position will oversee our Call Center located in Durham, NC.

The Director works closely with network and DUHS leadership to coordinate services to our patients and optimize centralized services provided to the DPC networks. The individual in this role brings experience in managing a call center environment, coordination of care, and design services for a complex, integrated health system. This position supports Duke Primary Cares' ability to enhance services to best meet patient needs and the business needs of our network. The ideal candidate would have a clinical background with a strong understanding of patient throughout, patient access, business planning, quality analytics, and performance improvement. This leadership role will be considered a subject matter expert in the area, maintaining awareness of industry changes, as well as changes in the technical and support services within the comprehensive Engagement Center. Through innovation and collaboration, this leader will continue our efforts to deliver world-class patient care. Dynamic leaders with a commitment to patient experience, clinical excellence, and continuous improvement are invited to review the full job description, position requirements, and apply. General Description of the Job ClassThe Director, DPC Engagement Center, will provide overall administrative and financial direction and coordination to ensure strategic and operational effectiveness of the Duke Primary Care Engagement Center in the provision of centralized services in support of the network. The Director will be responsible for human resources management, operations management, program management, process improvement, and participating in setting the strategic direction, working collaboratively in a dyad leadership model with the Medical Director of the Patient Engagement Center. Duties and Responsibilities of this LevelResponsibilities: This role is responsible for oversight and planning of day to day operations, including clinical and non-clinical business units and is responsible for clinical quality, operational efficiency, and ensuring the highest level of internal and external customer/patient satisfaction. Areas of responsibility include the DPC Patient Engagement Center nurse triage and "all other" calls, the DPC centralized services including Referral Management, Prescription Refills and Prior Authorization; additionally, will be responsible for representing the needs of the DPC Network to Duke Health Access Services and to DUHS Telehealth related to their provision of services to DPC patients in the DPC network. Strategic Planning
    Develops, in collaboration with Senior Leadership Team, short and long-range strategy development for the Engagement CenterDevelops and incorporates Continuous Improvement initiatives ensuring service line performance, compliance and capacity planningEnsures facilities and equipment are designed, built and maintained to reduce lead times, costs and no defectsDevelop and utilize service metrics to drive performance, member satisfaction, and qualityWork with the Regional Medical Director, Patient Engagement Center and Senior Leadership Team to develop strategic directions of the unit.
Operations Lead program/department leaders in the planning, development, implementation of activities, ensuring metrics are met for all assigned programs
    Maintain liaison with all levels of administration, network providers and practices, and other entities to coordinate entity business, accomplish directives and facilitate the resolution of problems. Primary liaison with Duke Health Access Services and DUHS telehealth program in the planning and implementation of services/support that meet the needs of the Duke Primary Care network.Interfaces as needed with business units and attends meetings with the Senior Leaders as requiredProvide analytical support for monitoring and improving overall service performanceEvolve ongoing business process and quality improvementCollaborate with other managers, supervisors, physicians and support staff to facilitate operational outcomesResponsible for meeting service level commitments to all clients
Budgeting and Financial Management
    Coordinate the determination of fiscal requirements of assigned departments and review budgetary recommendations (capital and operating). Ensure that budgeted funds and expenditures are monitored, verified, and reconciled.Oversee the development of volume and operational budgets, including the analysis of expenses and monthly reports, and the creation of an annual budget. Create and communicate budget reports.Human Capital ManagementDevelop leaders and staff in lean management principles and professional development. Collaborate with CHRO and ACNO in succession planning and strategic workforce development. Ensure consistent and accurate interpretation and application of human resource policies and procedures. Interpret and administer policies pertaining to the recruitment and retention of employees and of providers. Oversee the management of various personnel issues. Ensure the development, implementation, and compliance with applicable DUHS policies and procedures.
Required Qualifications at this Level EducationBachelor's Degree required, RN/BSN strongly preferred; MBA, MHA or similar preferred Experience7 years of experience in administrative management or leadership roles required; experience in call center management preferred. Experience in the growth and marketing of patient access and nurse triage in a highly competitive environment is strongly preferred. Knowledge, Skills, and Abilities
    Expert knowledge of service line operations model in a highly complex medical environmentHighly developed interpersonal skillsAbility to bring about strategic changeCompetence in making decisions that produce high-quality results by applying technical knowledge, analyzing problems and calculating risksFosters an environment of relationship building, cooperation, and teamwork, and supports constructive resolution of conflictsProven negotiation skills, relationship building, and knowledge of risk conceptsDemonstrates knowledge of Lean, Lean Six Sigma principles of waste elimination and efficiency, experience leading quality improvement initiativesExcellent written and verbal communication skillsCommitment to patient care excellence with a proven track record of successEvidence of strong physician and collaborative initiativesKnowledge of strategic and financial planning and management
Proficiency with software programs including Microsoft Word, Excel, Outlook, EPIC

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.


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