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 Class
The 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 Level
Responsibilities: 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.
Develops, in collaboration with Senior Leadership Team, short and long-range strategy development for the Engagement Center
Develops and incorporates Continuous Improvement initiatives ensuring service line performance, compliance and capacity planning
Ensures facilities and equipment are designed, built and maintained to reduce lead times, costs and no defects
Develop and utilize service metrics to drive performance, member satisfaction, and quality
Work with the Regional Medical Director, Patient Engagement Center and Senior Leadership Team to develop strategic directions of the unit.
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 required
Provide analytical support for monitoring and improving overall service performance
Evolve ongoing business process and quality improvement
Collaborate with other managers, supervisors, physicians and support staff to facilitate operational outcomes
Responsible 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 Management
Develop 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
Bachelor's Degree required, RN/BSN strongly preferred; MBA, MHA or similar preferred
7 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 environment
Highly developed interpersonal skills
Ability to bring about strategic change
Competence in making decisions that produce high-quality results by applying technical knowledge, analyzing problems and calculating risks
Fosters an environment of relationship building, cooperation, and teamwork, and supports constructive resolution of conflicts
Proven negotiation skills, relationship building, and knowledge of risk concepts
Demonstrates knowledge of Lean, Lean Six Sigma principles of waste elimination and efficiency, experience leading quality improvement initiatives
Excellent written and verbal communication skills
Commitment to patient care excellence with a proven track record of success
Evidence of strong physician and collaborative initiatives
Knowledge 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.
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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.
As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.