Program Specialist- Duke Today

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Duke Health Integrated Practice

https://careers.dukehealth.org/us/en/dhip      

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 Specialist who will serve as one of the schedulers on the Duke Today team, which supports Duke Health’s goal of offering same-day and next-day specialty appointments to improve access and patient experience. This position is responsible for high-volume, accurate, and patient-centered scheduling, coordinating closely with DHAS, clinical departments, and access teams. The Program Specialist reports directly to the Duke Today Team Lead and contributes to maintaining high performance standards, including fast turnaround times, consistent quality, and exceptional customer service.

JOB DUTIES AND RESPONSIBILITIES

Scheduling & Daily Operations

• • Serve as one of the primary schedulers for the Duke Today program, coordinating same-day and next-day specialty appointments across multiple clinics and service lines.
  • Triage incoming referrals and requests from DHAS, clinics, service lines, and internal partners to ensure timely patient placement.
  • Use EPIC Cadence to schedule appointments accurately, following departmental guidelines, specialty-specific workflows, and access policies.
  • Communicate with clinics to resolve template issues, slot availability questions, and fast-fill needs.
  • Collaborate with DHAS to resolve scheduling escalations, reroute patients when needed, and troubleshoot barriers.
  • Maintain up-to-date knowledge of Duke Today specialty workflows, appointment types, visit protocols, and scheduling rules.
  • Notify the Team Lead of trends, bottlenecks, or recurring challenges requiring workflow updates.
  • Support high-volume periods by assisting with scheduling overflow and escalation resolution.
  • Provide outstanding customer service to patients, clinic partners, and internal stakeholders.

Data and Reporting

• Generate monthly operational reports for Duke Today specialties (e.g., volume, success rates, same-day/next-day performance).
• Produce ad-hoc reports as requested by the Team Lead, service line leaders, DHAS, or operations partners.
• Pull data from EPIC, internal dashboards, and Duke Today trackers to support workflow optimization and decision-making.
• Review data for accuracy, identify trends, and highlight issues such as template constraints, referral backlogs, or access barriers.
• Assist with maintaining scheduling guides, one-pagers, trackers, and other Duke Today resource materials.

Required Qualifications

• Work requires analytical, communications, and organizational skills generally acquired through completion of a bachelor’s degree, OR
• Two years of postsecondary education with three years of experience in program administration, access/scheduling operations, or related roles.

Preferred Experience/Qualifications

• At least one year of experience in healthcare scheduling, program administration, or clinical operations (two to three years preferred).
• Prior use of EPIC scheduling systems strongly preferred.
• Experience in high-volume scheduling, patient access, or ambulatory operations is strongly preferred.
• Experience generating routine reports in Excel or similar tools preferred.

JOB HOURS

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