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.
Lead program/department leaders in the planning, development, implementation of activities, ensuring metrics are met for all assigned programs
Budgeting and Financial Management
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
Proficiency with software programs including Microsoft Word, Excel, Outlook, EPIC
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