Strategic Service Associate - Duke Health Access Services

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)

Work Arrangement - This is a hybrid, full-time position.

Position Summary

In support of continuous improvement in ambulatory growth and access, this position will be called our Capacity Management Analyst.  He/she is responsible for developing data analyses, planning improvement activities between multidisciplinary teams, and creating presentation deliverables with the goal of supporting Clinical and Operational teams to align clinical supply with patient demand.  This position will support Duke Health Access Services (DHAS).  This individual will identify and quantify projected opportunity, as it relates to key strategic initiatives in growth and access.  Within various team settings, this position will actively apply capacity management principles across all ambulatory primary and specialty care services to inform areas of opportunity and help design and implement strategies for enhancing performance.

Key Responsibilities

• Collaborate with DHAS and Clinical Operations colleagues to support strategic initiatives related to ambulatory access, capacity management, and resource utilization from both a data analysis and project management standpoint.


• Develop capacity reporting and share actionable insights with Clinical and Operational leaders to support decisions, including:


• Service gap identification (planned vs. actual new patient capacity),


• Unmet demand quantification,


• Subspecialty-specific slot utilization,


• Referral leakage analysis


• Template optimization opportunities


• Support enterprise access and growth projects such as self-scheduling, automation, workflow redesign.


• Support ad-hoc investigation of access issues, including:


• Root-cause analysis for supply/demand mismatches


• Leveraging data to target technical scheduling build issues and process issues


• Collaborate with DHIP Clinician Services and Clinical Department/Service Line leaders to improve the process of ambulatory provider onboarding readiness and sustained schedule optimization.


• Support Access Champions capacity management data analysis of lead time, supply-demand imbalance, and referral capture opportunities.

Education

A bachelor’s degree in a business or health-related field is required. Experience in analytics, healthcare operations, and patient access management preferred.

Experience

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

Experience can be supplemented with a Master's degree, with a Master's being equivalent to two years of experience

Knowledge, Skills and Abilities

• Strong data analytical skills required using Excel, Tableau-based dashboards


• Experience using Epic EHR software and fundamental understanding of Epic Masterfile records and reporting tools


• Experience working with health care clinicians and administrators, preferably in or in support of an outpatient setting


• Excellent verbal and written communication skills


• Excellent internal customer service skills


• Ability to facilitate effective meetings and follow-up


• Ability to manage multiple projects and achieve targeted completion dates


• Ability to think critically to align technical solutions to capacity management problems


• Attention to detail and accuracy


• Ability to translate business process requirements into data needs