Strategic Services Associate-Support Services

Work Arrangement:

Requisition Number: 257555

Regular or Temporary: Regular

Location:

Durham, NC, US, 27710

Personnel Area: HEALTH SYSTEM

Date: May 20, 2025

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 Nursing Highlights:

Duke University Health System is designated as a Magnet organization
Nurses from each hospital are consistently recognized each year as North Carolina's Great 100 Nurses.
Duke University Health System was awarded the American Board of Nursing Specialties Award for Nursing Certification Advocacy for being strong advocates of specialty nursing certification.
Duke University Health System has 6000 + registered nurses
Quality of Life: Living in the Triangle!
Relocation Assistance (based on eligibility)

Strategic Services Associate

Duke Health Access Services

This position will be responsible for performing essential tasks required for the creation and revision of Epic scheduling decision trees (algorithms) and for leading other Maestro Care-related projects related to DHAS activities. Individuals in this position will be Cadence certified and report to the Director of DHAS Support Services.

Duties include:

Decision Trees:

Independently coordinate the design of complex scheduling algorithms with departmental, DHAS, and clinical leadership by analyzing workflow, department requirements, and practice standards. Ensure that scheduling algorithms adhere to entity policies and procedures and strategic initiatives.

Coordinate related priorities and assignments with other members of the decision tree team. Meet established timeframes for completion of work.

Build complex scheduling algorithms in the Epic system according to agreed-upon design. Ensure that building documentation is consistent, accurate, current and available on intranet and shared drive sites. Thoroughly test all programming; consistently identify issues prior to moving to production. Follow established IT change control processes to ensure work is moved through the appropriate test environments.

Other Projects:

Serve as operational project lead for Access-related projects involving Epic and other Access-related systems across the Duke enterprise. Serve as liaison between operational leadership and Information Technology, ensuring that operational needs are met while meeting Compliance requirements and following established business processes.

Identify and implement strategies within a collaborative environment to improve Access workflow and processes, including scheduling decision tree design, self-scheduling design, provider scheduling template redesign, referral orders, and other related processes. Serve as consultant and resource colleagues within DHAS and in other departments on Cadence and decision tree functionality.

Serve as an expert resource on decision tree technical and operational functionality and Cadence template design. Serve as liaison to medical and departmental staff, and DUHS entities for related questions. Produce reports and presentations on decision tree build status, decision tree functionality, and other projects.

Education:	Bachelor’s degree in a business or health-related field is required.

Experience:	Minimum of 5 years work experience, including 3 years of experience with significant responsibility for performance/ process improvement. Experience leading work teams required.

Degrees, Licensure, and/or Certification:	Candidates without Cadence certification at time of hire are expected to successfully complete the certification process within 6 months of hire. The certification process includes attending a formal Epic training program which may require attendance at the training facilities in Verona, Wisconsin. Training for certification includes classroom instruction, project assignments, competency exams and e-learning classes. Failure to obtain Epic certification within the defined timeline may result in termination.

Knowledge, Skills, and Abilities:	Strong technical skills, preferably using Epic electronic health record software Experience working with health care providers and administrators, preferably in an outpatient clinic and/or access center setting Excellent verbal and written communication skills Excellent customer services skills Ability to lead teams and reach consensus Ability to manage multiple projects and achieve targeted completion dates Ability to think critically to develop technical solutions to problems Attention to detail and accuracy Ability to translate business process into technical solution

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.