Program Specialist - Division of Geriatrics and Palliative Care

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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

Division of Geriatrics and Palliative Care– 40 Duke Medicine Circle, Durham NC 27710 

JOB SUMMARY

We are seeking a Program Specialist in the Duke University Division of Geriatrics and Palliative Care, Section of Geriatric Medicine located in Durham, NC to manage and optimize provider schedules and templates, and meaningfully contribute to patient access strategy in support of our clinical mission. In this position, you will work directly with the Division Administrator to develop and maintain complex schedules for 30 providers across 10 clinical services.  You will be the Section’s clinical operations liaison to individual faculty members, clinic staff, Department/Divisional leadership, Duke Health Integrated Practice (DHIP), Duke Health Access Services (DHAS), and Patient Revenue Management Organization (PRMO).

JOB DUTIES AND RESPONSIBILITIES

Provider Scheduling | Template Management

• Serves as main point of contact and bears primary responsibility for maintenance and accuracy of Division Qgenda and Epic provider schedules/templates. This includes provider schedule management for: ambulatory clinics, inpatient consults, night/weekend call, and contracted longterm care facilities.
• Continuously audits provider schedules and templates across Qgenda and Epic to ensure agreement between the two systems. 
• Assesses, adapts, and recommends strategies to optimize provider schedules based on access goals.
• Prepares plans to respond to Division-specific models of care to ensure appropriate allocation of provider time based on patient access needs.
• Tracks and analyzes actual provider sessions compared to budget expectations.  Makes recommendations to leadership based on analysis and access management issues.
• Tracks and reports capacity issues for clinic schedules and sites. Works with Division Administrator, Medical Directors, and other clinic leaders to resolve problems.
• Collaborates with Geriatrics Fellowship training program and other GME staff to advise on attending availability and monitor learner schedules in Geriatrics ambulatory clinics 
• Designs and manages recurring process for soliciting provider scheduling requests and preferences. Fields schedule change requests from providers and advises on allowability based on knowledge and interpretation of DHIP and Department/Division policies.
• Responsible for submission of Schedule Change Requests (SCRs) and tracking/delegation of scheduling processes
• Generates and interprets reports from PSWeb to monitor progress toward DHIP/Department/Division goals
• Identifies and continuously makes suggestions to improve provider scheduling processes and templates while engaging necessary faculty, staff, and leadership stakeholders.

Access Optimization

• Coordinates and supports efforts to provide ongoing assessment of the Geriatrics decision tree modifications/updates.
• Continuously develops, assesses, adapts, and changes strategy to manage a complex set of patient access needs and provider schedules.
• Participates in the oversight of the appointment center functions and influences individual performance.
• Ensures that provider templates and schedules comply with relevant DHIP policies and Department/Division guidelines

JOB ELIGIBILITY REQUIREMENTS

• Work requires analytical, communications and organizational skills generally acquired through completion of a bachelor's degree program with one year of experience in program administration or event production.
• Or, Two years of postsecondary education with three years of experience in program administration or event production. 
• OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE.
• The ideal candidate is a curious critical thinker and an eager problem solver with an open and direct style of communication.
• Ability to clearly express expectations, goals, and timelines along with appropriate analysis, coordination, and monitoring of progress.
• Consistently displays accuracy and attention to detail.
• Excellent verbal and written communication skills, organizational skills, management of own time, and respect for the time of others.
• Identifies and analyzes significant problems and opportunities; relates and compares data from different sources.
• Excellent planning and scheduling skills with the ability to take initiative and be flexible in the face of change.
• Demonstrated ability to effectively manage multiple priorities and adhere to project timelines.
• Ability to establish and maintain respectful and effective relationships with faculty, management, co-workers, and customers.
• Ability to act on own initiative to further Department/Division goals.
• Previous experience with provider schedule management and Qgenda/Epic preferred. Successfully uses multiple software programs independently; software includes Microsoft Office applications, Cadence, Qgenda, and Epic Maestro Care.

JOB HOURS

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