Duke Medicine Access Services Manager

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 of the Job Class

Responsible for the oversight of all operational functions within the scheduling access centers.  All efforts are geared towards providing a patient-centric and customer service focus that aligns and is integrated with the Patient Access, Revenue Cycle, and Clinical Departmental missions.

Duties and Responsibilities of this Level

Provide oversight and direction for the Scheduling Service Access Managers.

Monitor the day to day operations of the Access Centers to optimize performance in order to provide the best patient experience.  This is accomplished by monitoring real-time performance reporting and making changes as needed, working with Service Access Managers to optimize work force management, review non-phone related expectations such as referral work queues, scheduling inquiries and inbasket messages, and address and technical issues or concerns.

Monitor the day to day operations of any outsourced work to insure that those resources are utilized in an optimal way to meet performance expectations.  This is accomplished by monitoring real-time performance and working with the vendor to implement changes as needed, develop and share key performance indicators aligned with contractual arrangements and make recommendations on expanding or decreasing support.

Monitor performance in order to achieve certain goals and expectations.  This would include, but Is not limited to abandonment rate, staff not ready times, adherence, questionnaire utilization and call quality.

Oversee recruitment and onboarding efforts of the access centers to insure timely replacement of staff and that the appropriate training and support is provided.

Perform Human Resources related tasks associated with such things as insuring attendance and FMLA are being tracked appropriately, review and participate as needed in corrective action, administer performance evaluations and monitor payroll approvals.

Responsible for coaching Service Access Managers and Team leads to provide professional development and address any concerns and/or deficiencies.

Responsible for living the values of DUHS and DHAS to promote a strong work culture.  This is accomplished by being the example, participating in work culture meetings and events, and proactive rounding with direct reports and staff.

Develop the department’s operational policies, procedures, standards and expectations based on the entities balanced scorecard targets.

Monitor the overall productivity and quality performance of the department; develop and implement actions plans for improvement.

Assist in the development of productivity and quality measures for the department.

Represent the department’s function and needs in interdisciplinary team meetings around workflow and technology.

Meet routinely with the clinical departments and divisions to address any concerns/issues and understand their expectations.  In addition, utilize the opportunity to represent the needs of the access centers.

Assist in technology implementations affecting department; become resident expert in the details of technology functionality.

Assist in the development and monitoring of the department’s operating budget and goals.

Perform other related duties incidental to the work described herein.

Required Qualifications at this Level

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.