Program Coordinator - Duke Today

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Duke Health Integrated Practice

Duke Health Integrated Practice 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

JOB SUMMARY

We are seeking a Program Coordinator to serve as the Duke Today Team Lead, overseeing daily operations, leading the implementation of new specialties, and coordinating scheduling escalations with clinical departments. This role will be the primary strategic coordinator and point of contact for the Duke Today program, providing leadership to the scheduling team, developing and implementing workflows, and ensuring the program supports Duke Health’s goal of offering same-day/next-day appointments. In addition to Duke Today responsibilities, the Program Coordinator will contribute to broader access-related strategic initiatives across Duke Health, including developing data analyses for access improvement efforts, managing program policy, preparing reports and analyses, and ensuring program goals are achieved in alignment with Duke Health’s access and service standards.

JOB DUTIES AND RESPONSIBILITIES

• Lead program implementation and expansion for the Duke Today same/next day scheduling program, including planning, coordinating, and administering all phases from initial discussion through go-live.
• Identify and assess expansion opportunities through data analysis and collaboration with Clinical Department and service line leadership.
• Project manage implementation efforts, ensuring timelines, workflows, and communication plans are in place; maintain post go-live relationships with operational leaders to address escalations and identify ongoing access improvements.
• Supervise daily operations of the Duke Today team, including daily huddles, performance monitoring, and coaching.
• Develop, document, and maintain standard work and best practices; train team members on proper methods and procedures to ensure accuracy and consistency.
• Plan, coordinate, and implement innovative scheduling workflows in partnership with Clinical Department leadership; create and analyze data reports to measure workflow effectiveness and present findings with recommendations for improvement.
• Monitor and evaluate program effectiveness, investigate trends, and recommend/implement modifications to enhance access and operational efficiency.
• Develop and deliver communications and educational materials (presentations, one-pagers, intranet content) to raise awareness of Duke Today scope, escalation processes, and participating specialties/providers; host demos and presentations for operational teams and leadership.
• Maintain liaison with internal and external partners, including the Virtual Care Center and Duke Health Access Services, to advance joint access initiatives.
• Prepare ad hoc reports and analyses in response to Clinical Department or leadership requests regarding access opportunities and performance.
• Support the New Strategic Growth Initiative by leading scheduling-related components, analyzing provider templates, and advising on strategies for implementing NSG scheduling slots.
• Provide administrative program support to the Director, including recruitment, hiring, performance appraisals, promotions, transfers, and scheduling.
• Develop, coordinate, and advise on program policy to guide decision-making and ensure alignment with Duke Health access goals.
• Perform other related duties as assigned to support departmental and institutional objectives.

JOB ELIGIBILITY REQUIREMENTS

• Work requires analytical, communications and organizational skills generally acquired through completion of a bachelor's degree program.
• Work requires three years of experience in program administration or involving academic, instructional or counseling activities to acquire skills necessary to plan, coordinate and implement a variety of program activities and events.
• Experience using EPIC Cadence Scheduling.
• Strong data analytics skills.
• Microsoft Excel proficiency.
• Excellent leadership and teamwork abilities. 
• Exemplary customer service skills. 

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.