Administrative Director - DUHS - Guided Patient Services

Position Summary:

The Director of the Office of Guided Patient Services directs and manages all aspects of the operations of the Guided Patient Services office. The Director is responsible for the planning and personal provision of grateful patients experience at Duke University Health System, including the determination of service standards, amenities, and follow up. The Director facilitates services by providing leadership, support and coordination. The Director works in close partnership with Duke Health Development & Alumni Affairs to provide the identification, prospect qualification, direct handling and stewardship of major and principal gift donors benefactors and prospective philanthropic donors who are customers of Duke Health System of Duke University and Duke Health.

 

Key Responsibilities:

The Director is responsible for the administrative, personnel, financial, and quality management of the office. The Director delegates and leads the Guided Patient Services team to achieve outcomes. The Director manages and analyzes data to track the success of the program.

 

The Director sets the strategic direction of the Guided Patient Services office, identifying opportunities to improve and expand the program. The Director is responsible for developing team members, optimizing office operations, and increasing the program’s impact. The Director is responsible for creating and leading a Guided Patient Services Program Coordinating Council, partnering and aligning efforts across other Duke specialized patient programs (International Health Services, Executive Health, Signature Care) and Duke Health Development and Alumni Affairs.

 

The Director should be able to navigate existing policies and procedures of the health system to effectively assist grateful patients. The Director must be a clear and diplomatic communicator, and have a willingness to serve. Customer service experience and skills are essential for this position.

 

The Director must have a general working knowledge of healthcare operating procedures that would allow them to move easily within a health system framework. Problem-solving skills are required in order to coordinate the unique and varied services for grateful patients as well as address expectations that are unable to satisfy. A strong team-player is needed for building relationships and working with health system representatives and directors of various clinical departments in the hospital to design and develop the program.

 

The Director will project an image of the highest level of professionalism in communication, presentation, and conduct in serving grateful patients. The Director leads continuous quality improvement efforts within their team and maintains a working knowledge of departmental standard operating procedures.

 

The Director will develop and update the business plan, ensure appropriate bottom line targets are developed and met relative to financial performance, including but not limited to, maintenance of current volumes and increasing volumes, attention to variable expenses, and development of outcomes management; recommend financial targets and prepare budgets; monitor financial variances; recommend and implement corrective action.

 

Monitor level of resources utilized in service delivery; enhance effectiveness and efficiency of as well as satisfaction with patient care delivery; develop recommendations on appropriate care, redesigning as necessary, and coordinate implementation. Perform other related duties incidental to the work described herein.

 

Job Knowledge, Skills and Competencies

• Change Management
• Conflict Resolution
• Decision Making
• Diversity
• Technology & Equipment Skills
• Interpersonal Skills
• Job Knowledge
• Operational Management
• Oral/Written Communication
• Data Analysis
• Financial Management
• People Management
• Project Management

 

Organization Behavioral Competencies

• Business
• Customer Satisfaction
• Innovation
• Leader – Inspiring Leader & Coach
• Leader – Strategic Agility
• Leader – Talent Development
• Trust & Accountability

 

Education

 

Bachelor's degree required. Nursing, Business, or commensurate experience. Preferred: Master of Science in Nursing (MSN) or master’s in health care administration, business

 

Experience

 

• Work requires seven years of progressive administrative experience, generally in a hospital, health care or similar service industry to become proficient in managing quality of care and financial performance over assigned hospital service lines.
• A Master's degree in Hospital Administration, Business A