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.

About Duke Primary Care

Pursue your passion for caring with Duke Primary Care, which offers family, adolescent, and internal medicine services as well as urgent, general pediatric, and virtual care at nearly 50 clinic locations across central North Carolina.

General Description of the Job Class

The Duke Primary Care (DPC) Virtual Care Team (VCT) Program Manager provides broad strategic and administrative direction and coordination in the formulation, interpretation and administration of current and long-range policies, procedures and programs to support the Virtual Care Team, which will be open 7 days a week, including holidays, 8:00a - 8:00pm, with the potential to operation from 7am-10pm. This position participates in the analysis, planning and strategy design of network-wide goals.

Duties and Responsibilities

Provide management and regular support of virtual care operations personnel
Develop strategic plans to improve current processes with an emphasis on scaling to serve our growing patient population
Collaborate with the Practice Medical Director to lead all business operations, budgeting, and administrative activities to drive high value performance and an efficient, lean operating model
Maintain liaison with all levels of Duke Administration, physicians, PRMO, DHTS, Marketing, outside organizations, etc. to accomplish directives and facilitate problem resolution
Develop and foster effective collaboration between other Health System departments to ensure an integrated approach to providing services and fulfilling our operational goals and objectives
Proactively address operational issues and collaborate to solve problems quickly and thoughtfully, and ensure that learnings are captured to support improved patient experience
Establish schedules, task assignments and allocation of labor, and equipment to ensure conformance with departmental commitments
Ensure consistent and accurate interpretation and application of human resource policies and procedures. Interpret and administer policies pertaining to the recruitment and retention of employees. Manage various personnel issues
Determine fiscal requirements, make projections and prepare the budget; monitor, verify and reconcile expenditure of budgeted funds; prepare financial statements reflecting status of programs and activities
Direct the compilation of and/or prepare operational and financial reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions
Develop operating policies and procedures; conduct meetings with subordinates to ensure compliance with established practices; implement new policies and keep employees abreast of current changes and standards
Represent the Virtual Care Team in meetings, conferences and maintenance activities within ambulatory clinical operations
Assume accountability for achievement of balanced scorecard targets
Direct and coordinate various personnel functions including, but not limited to: hiring, onboarding, performance appraisals, promotions, transfers and vacation schedules for personnel
Perform other related duties incidental to the work described herein

Reporting Relationships

The Virtual Care Team Program Manager reports to the DPC AVP of Population Health and Innovation. The Virtual Care Team Program Manager works collaboratively with the Practice Medical Director (PMD) to achieve operational goals that are in alignment with the Duke Primary Care strategic plan, mission and values.

Required Qualifications at this Level

Education:

Work requires a general business background generally equivalent to a bachelor's degree in a business or healthcare-related field.

Or an equivalent combination of relevant education and/or experience

Experience:

Work requires 3 years related administrative or clinic management experience to acquire competence in applying general operational practices, personnel practices, accounting and budgeting principles and coordination of clinic administrative functions.

A Master's degree in Hospital Administration, Business Administration or a related field may be substituted for experience on a 1:1 basis.

Degrees, Licensure, and/or Certification:

N/A

Knowledge, Skills, and Abilities:

ACCOUNTING/BOOKKEEPING
BILLING/COLLECTIONS
BUDGET PROJECTION
DATA ANALYSIS
DUKE ACCOUNTING SYSTEM
DUKE PERSONNEL POLICIES
DUKE PAYROLL SYSTEM
INSURANCE CLAIMS
INTERVIEWING SKILLS
PERSONNEL PRACTICES
SUPERVISION

Distinguishing Characteristics of this Level

N/A

Duke is an Affirmative Action/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, sexual orientation, or veteran 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 essentialjob 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.