Business Process Consultant

Work Arrangement:

Requisition Number: 260625

Regular or Temporary: Regular

Location:

Durham, NC, US, 27710

Personnel Area: HEALTH SYSTEM

Date: Aug 22, 2025

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

GENERal description	The Business Process Consultant plays a critical part in driving operational excellence, scalability, and innovation for Duke Health Access Services and across the Health System. This position will lead and support high-impact projects that align with enterprise-wide strategic initiatives, particularly those related to access, technology integration, and patient self-service. This position will regularly engage with senior leadership and cross-functional stakeholders to design, implement, and optimize business processes that enhance patient access and experience.
JOb duties	Duties	% of Time (must add up to 100%):
		%
	Lead and support enterprise-level initiatives to scale access operations in response to growth within the Ambulatory platform. Growth can be a result of building new facilities, acquisitions or strategic partnerships.	30%
	Collaborates with DHTS/DSO/OIT (as well as other teams) in the design, adoption, and optimization of access-related tools and technology to solve operational issues, such as: Maestro Care optimization, referring provider portals, chat-bot technology, call center systems, and capacity management tools.	30%
	Partners with Health System administrative and operational leadership to ensure that effective processes are implemented that enhance the patient’s experience with Duke.	10%
	Serve as a liaison to senior leadership, providing data-driven insights and recommendations to inform strategic decisions.	10%
	Participates in the development of strategic access related operational goals and objectives for Duke Health and leads / supports Health System initiatives.	5%
	Develops, implements, and manages business and operational standards to drive optimal performance of patient access to care across the Ambulatory platform for Duke Health.	5%
	Facilitate change management and training efforts to ensure smooth adoption of new processes and tools.	5%
	Stay current with industry trends and best practices in healthcare access, call center operations, and patient engagement.	3%
	Manages vendor relationships and contracts with suppliers to ensure business continuity	2%
	Total* :	100%
knowledge, skills, and abilities	List factors that identify the better candidates from a group of people who meet the minimum qualifications. Understanding of patient access and scheduling Understanding of call center operations Understanding of Duke IT systems and process automation tools Experience working closely with physicians for both Primary Care and Specialty Care Understanding of Ambulatory Operations Skilled in process Improvement methodologies
education requirements/ preferences	Bachelors Degree
experience requirements/ preferences	7 Years of experience
Licensure/ certification requirements	N/A
financial responsibilities	If Yes, Mark all that apply: ☒ Develop Budget Recommendations ☐ Prepare budget requests & written narratives ☐ Review expenses against budget If yes, enter budget amounts responsible for: Payroll: Capital Purchasing: $1,000,000

Duke is an 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 (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends onthe 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.