Strategic Services Associate - QGenda Initiative

Work Arrangement:

Requisition Number: 274744

Regular or Temporary: Regular

Location:

Durham, NC, US, 27710

Personnel Area: DUKE HEALTH INTEGRATED PRACTIC

Date: Sep 15, 2026

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

Duke Health Integrated Practice comprises more than 110 primary and specialty outpatient clinics, extending the reach of the Duke Health mission across the state of North Carolina.

JOB LOCATION

DHIP Administrative Offices RTP - 4825 Creekstone Dr

JOB SUMMARY

We are seeking a Strategic Services Associate for the QGenda Enterprise Initiative supports the implementation, optimization, and ongoing operational management of the QGenda workforce management platform across Duke University Health System. This position partners with clinical departments, operational leaders, DHTS, and vendor partners to support provider scheduling, on-call management, capacity management, and workforce analytics initiatives. The Strategic Services Associate is responsible for identifying opportunities to improve operational workflows, supporting implementation activities, analyzing operational data, developing reports and dashboards, coordinating stakeholder engagement, and promoting adoption of standardized scheduling and capacity management practices. The position serves as a key resource for performance improvement efforts related to workforce management and provider scheduling operations. This role works closely with the Director of Capacity Management, QGenda System Administrator, clinical departments, and DHTS partners to support departmental implementations, monitor operational performance, facilitate training and communication efforts, and identify opportunities to improve scheduling efficiency, clinical capacity utilization, and workforce planning across Duke Health.

JOB DUTIES AND RESPONSIBILITIES

Support departmental implementation and optimization of QGenda modules through workflow assessment, stakeholder engagement, implementation planning, and operational support.
Analyze operational and scheduling data to identify trends, performance improvement opportunities, and areas for workflow standardization across departments.
Develop, maintain, and distribute operational reports, dashboards, and performance metrics related to provider scheduling, capacity utilization, and workforce management.
Serve as project lead for interdisciplinary operational improvement initiatives related to scheduling workflows, provider capacity management, and workforce planning.
Coordinate stakeholder communication, training activities, and user support to promote consistent adoption and effective utilization of QGenda functionality.
Collaborate with clinical departments, operational leaders, DHTS, and vendor partners to evaluate business needs and develop solutions that improve operational effectiveness.
Monitor implementation outcomes and operational performance metrics; recommend and support process improvement initiatives to enhance scheduling efficiency and capacity management.

JOB ELIGIBILITY REQUIREMENTS

Bachelor's degree in healthcare administration, business administration, public health, information systems, or related field required. Master's degree (MHA, MBA, MPH, or related field) preferred.
Minimum of five years of healthcare operations, performance improvement, business operations, analytics, project coordination, or related experience required.
Preferred Experience: Experience supporting healthcare technology implementations. Experience with workforce management, scheduling, analytics, or operational reporting systems. Experience in ambulatory operations, provider workforce management, or healthcare performance improvement. Experience leading cross-functional operational initiatives within a healthcare environment.
Knowledge of healthcare operations, ambulatory practice workflows, provider scheduling, and workforce management processes.
Strong analytical skills with the ability to evaluate operational data and identify opportunities for performance improvement.
Experience developing reports, dashboards, and operational performance metrics.
Ability to lead interdisciplinary projects and facilitate collaboration among diverse stakeholders.
Strong verbal and written communication skills.
Ability to manage multiple priorities and projects simultaneously.
Strong organizational skills and attention to detail.
Experience with process improvement methodologies and operational workflow analysis.
Ability to present findings and recommendations to operational and clinical leadership.

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.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the 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.