Director, DHIP - Ambulatory Patient Experience and System Programs

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.

Duke Health Integrated Practice 

Pursue your passion for caring with Duke Health Integrated Practice, which comprises more than 110 primary and specialty outpatient clinics, extending the reach of Duke Health's mission across the state of North Carolina.

JOB LOCATION

DHIP Administrative Offices RTP - 4825 Creekstone Dr

*Hybrid Flexibility - working onsite at least once per week and traveling to clinics on an as-needed basis.

JOB SUMMARY

The Director of Ambulatory Patient Experience and System Programs (Director, PX) is responsible for supporting the execution of patient experience strategies, improvement, and cross-entity programs. The Director, PX serves as the leader and subject matter expert for Ambulatory Patient Experience and focuses on system-wide PX strategies, capability development, and aligning entity leaders for consistent programming across the Duke Health System, inclusive of management of the Qualtrics XM platform. The Director, PX will oversee Duke Health’s experience journey management and future state design to address market and consumer expectations. Leveraging the scientific method for continuous improvement, the Director, PX will apply the principles of the Duke Quality System and design thinking to improve experience across Duke Health. Directs efforts to monitor, measure, and improve patient experience in collaboration with operational stakeholders.

JOB DUTIES AND RESPONSIBILITIES

Patient Experience Survey Oversight and Design:

• Oversee Qualtrics XM Platform for Duke Health
• Partner with Duke Health entity leaders to develop capabilities for sourcing entity specific data and survey expertise for their entity
• Collaborate with Duke Health Technology Solutions team members in the design and build of patient experience surveys, ensuring the validity of data and the survey distribution process
• Develop and test survey logic to ensure the integrity and coherence of survey builds, and conduct comprehensive end-to-end user testing to validate the survey experience for accuracy and user-friendliness.

Program Management and Process Improvement:

• Align system PX leaders to DUHS PX Programs and Priorities, inclusive of the Clinician Star Rating program and the Close the Loop Real-Time Patient Feedback Platform
• Instill DQS methodology when engaging in problem solving related to PX
• Organize and align system PX leaders for Systemness approach related to PX week, communication models, and improvement work
• Leverage patient personas and experience mapping to support future state design for the PX strategy
• Collaborate with cross-functional teams to implement initiatives aimed at enhancing patient experience based on patient feedback
• Continuously monitor and evaluate the effectiveness of PX initiatives

Ambulatory Reporting and Analytics:

• Manage of the collection or reporting of patient experience performance metrics for each ambulatory entity
• Analyze survey data to identify trends, patterns, and areas for process improvement
• Present to key stakeholders’ trends, survey findings, insights, and best practices for improving patient experience
• Support goal setting and provide system/reporting training
• Address ad-hoc questions regarding data and reporting

JOB ELIGIBILITY REQUIREMENTS

• A bachelor's degree in healthcare administration, business, nursing, or a related field is preferred.
• A master’s degree is preferred.
• Five years of experience in healthcare or other applicable experience directly related to the department is required.
• One to three years in leading or coordinating improvement work and/or cross-functional teams preferred.
• Proven experience in managing patient experience program in a health system.
• Experience with survey design and data analytics.
• Demonstrated ability to lead process improvement initiatives.
• Excellent collaboration and communication skills.
• Direct supervision of staff within the assigned area of responsibility.
• Strong computer skills to include database analysis.

JOB HOURS

The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays.

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.

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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.