PROGRAM MANAGER – PATIENT EXPERIENCE

Durham, North Carolina, As a part of Duke Health’s outpatient clinic network, you will enjoy competitive compensation, comprehensive benefits plans, convenient work hours, and many opportunities for career advancement. Become a part of a team that values and invests in you.   JOB LOCATION PDC Administrative Offices RTP – 4825 Creekstone Dr   JOB SUMMARY We are seeking a Program Manager, PDC – Patient Experience to oversee and manage the various patient experience strategic initiatives.    The Program Manager will help achieve performance and outcome goals for the organization. This position collaborates with Duke Health leaders to design, implement and advance evidence-based and innovative patient experience initiatives.   The Program Manager will work closely with clinical and administrative teams to identify opportunities to improve patient experience and satisfaction as well as design and implement programs, processes, and strategies to drive patient satisfaction, loyalty, and retention.   JOB DUTIES AND RESPONSIBILITIES Establish, manage, and optimize the overall patient experience program and infrastructure in the practice to support provider engagement, patient satisfaction, and patient safety initiatives across all care settings and service lines. Ensure that patient experience data is accessible, comprehendible, and leveraged to improve patient care and service to our patients and caregivers. Provide direction to ensure that clinical services are provided with excellent patient experience top of mind. Lead, design, and champion the PDC efforts to develop and deploy a flexible culture of continuous safety improvement and operational excellence by utilizing a systematic and consistent framework in accordance with performance improvement methodologies.

Initiate and oversee the development of a comprehensive patient experience program that includes performance improvement, development of policy and procedures, and other related patient experience goals that help the organization achieve excellence at the provider, clinic and organizational level. Support the Patient Advocate program and ensure all aspects of the patient’s voice are accounted for in performance improvement efforts. Facilitate cross-functional collaboration to execute key strategic initiatives and assist in supporting the development, coordination, and implementation of strategies Organizes and leads meetings to ensure alignment among key stakeholders, develop work plans, execute on work plans, and achieve goals and objectives set by leadership Informs, communicates, and reports strategic initiative and/or program status on a regular basis to key institutional stakeholders Maintains professional growth and development through seminars, workshops, and professional affiliations to maintain certification/licensure, and/or keep abreast of latest trends in field of expertise .   JOB ELIGIBILITY REQUIREMENTS Work requires communication, analytical and organizational skills generally acquired through the completion of a bachelor’s degree program in a related field. 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. Minimum of 5 years work experience, including 2 years of experience relevant to the scope of the role, including patient experience, customer service, patient relations, communication and/or training, and/or process improvement. Experience leading work teams is required. Experience can be supplemented with Master’s degree, with a Masters being equivalent to two years of experience. Lean / process improvement experience is desirable.   JOB HOURS The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays.

  Job Code: 00005087 PROGRAM MANAGER Job Level: G2   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 essential job 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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