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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
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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