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.
PROGRAM MANAGER, ACCESS
Duke Primary Care
In collaboration with Duke Primary Care Medical Director of the Access and Engagement Centers, provide administrative direction to Duke Primary Care clinic leadership in the identification, development and implementation of strategies designed to optimize patient access. Develop and provide routine reporting on access initiatives and priorities. Manage program administration to ensure DPC's ability to fulfill access improvement objectives.
Responsible for ongoing assessment of Access Metrics including lead times, template utilization, clinic specific room utilization, held and unbooked slots, etc.
Reconcile provider schedules to identify potential gaps in clinical coverage
Prepare and present Performance Services data regularly to the DPC Medical Director and to regional and senior leadership, for all service lines/clinical sites specific to above metrics with recommendations for improvement
Collaborate with data project manager to develop/oversee a Departmental dashboard for clinic utilization by DEP as well as by the Department as a whole
Maintain oversight, in coordination with the Medical Director, of all schedule change requests as well as schedule inquiry processes to assist in the identification of trends related to provider requests for changes; make recommendations based upon identified trends which create opportunities to improve access to care.
Develop and implement, in coordination with the Medical Director, a timeline for monitoring upcoming schedule releases i.e., working towards a minimum of 6 months to facilitate scheduling ease for returning patients, when applicable.
Coordinate efforts with access center leadership to minimize no show rates in high-volume no-show clinics/as well as to create opportunities to improve the patient experience by assisting in addressing specific clinic barriers to access/care:
Clinic operations liaison with HCAs/Service Access Managers/Team Leads
Ongoing assessment of referral requests/timely scheduling/service recovery for patient complaints related to improperly scheduled appointments/scheduling into sooner slots when available.
Schedule oversight in sites with underutilization of templates or high no show or late cancellation rates
Lead the implementation of network directives related to improvement of managing late arrival patients, MyChart registration initiatives as well as the documentation of PCP in each clinic
Coordinate and support efforts to provide ongoing assessment of the patient questionnaire/decision tree modifications/updates and the development of processes to measure accuracy of our work with the development of a process to promote accountability
Attendance at regular meetings to promote ongoing improvements in access with scheduling representatives as well as with HCA/SAM leadership
Assist with patient education material development to mirror our access messaging as well as collaboration with our marketing department regarding patient experience/access
Monitor trends in patient experience by utilizing Press Ganey reports
Communicate these trends with practice and regional leaders monthly in an open format meeting to discuss best practices amongst leadership
Partner with the DPC patient experience team to improve the front desk scores within the whole department
Partner with all levels of leadership within Duke Primary Care, the DPC Engagement Center, DHAS and other Duke departments in the development of access improvement strategies.
Lead dedicated and ad hoc teams in the planning and implementation of identified access related initiatives.
Direct and coordinate various personnel functions including, but not limited to hiring, performance appraisals, promotions, transfers, and time off.
Perform other related duties incidental to the work described herein
Education/Training: Work requires analytical, communications and organizational skills generally acquired through completion of a bachelor's degree program.
Experience: Work requires the ability to plan and administer programs and direct program activities within a specific functional area, generally acquired through four years of related experience.
OR ANY OTHER EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
Excellent written and verbal communication
Solid organizational skills including attention to detail and multitasking
Critical thinking and problem solving
Conflict resolution experience
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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.
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