Program Coordinator - DUH - Patient Information 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.

About Duke University Hospital

Pursue your passion for caring with Duke University Hospital in Durham, North Carolina, which is consistently ranked among the best in the United States and is the number one hospital in North Carolina, according to U.S. News and World Report for 2023-2024. Duke University Hospital is the largest of Duke Health's three hospitals and features 1048 patient beds, 65 operating rooms, as well as comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center, an endo-surgery center, and more.

 

Occupational Summary

Plan, coordinate and administer activities within assigned program areas; develop, coordinate and advise on policy related to assigned major programs.

 

Work Performed

Provides oversight and supervision of Patient Information Services, Call Center and Concierge staff whose responsibility is to effectively communicate the institution's mission, policies, procedures and services to patients, their families and visitors.

 

Departmental responsibilities are to:

• Provide accurate wayfinding to patients and visitors using verbal directions and/or providing maps as needed

• Maintain confidentiality when providing patient information to visitors/callers

• Provide assistance in emergency, hazardous and/or security situations

• Assist with transportation on or around the Duke University Hospital campus in conjunction with Patient Transport or local services (cabs, shuttles, etc.)

• Assist with lodging reservations/discounted rates and other needs associated with patients and visitors traveling to Duke for care

 

 

JOB RESPONSIBILITIES

Duties and Responsibilities

• Plans, organizes and oversees day-to-day operations, staff schedules and activities of Patient Information Services, Call Center and Concierge Services staff to ensure superior delivery of service.
• Monitors compliance with hospital or department specific dress code.
• Monitors neatness and welcoming appearance of information desks.
• Ensures desks are adequately staffed and stocked.
• Ensures maps and relevant materials are printed and made available in a timely manner.
• Provides guidance and oversight of all activities related to lodging
• Represents the department and patients/guests before hospital and professional entities and develops positive working relationships.
• Participates in planning, budgeting and general management efforts for the department and stays within budget.
• Provides oversight of the day-to-day activities and tasks of staff members.
• Participates in conflict resolution between staff members and interdepartmentally.
• Develops and maintains departmental policy and procedures in accordance with Duke University Hospital policies and procedures.
• Provides coaching and facilitates performance evaluations with all direct reports.
• Meets with patients/families upon request to identify concerns and works with the leadership team on behalf of the patient to investigate and resolve identified issues. Follows up with patients/families as necessary to assess the resolution of issues.
• Projects a positive customer service image and respond effectively when dealing with patients, family members, staff, physician, and other departments
• Utilizes pertinent findings from Patient Satisfaction Surveys, Customer Complaint Data and other sources to identify areas of focus and implement proactive interventions as appropriate.

 

This position description is not intended to be all-inclusive, and the employee will perform other reasonably related business duties as assigned by the immediate supervisor and other management as required. Duke University Hospital reserves the right to revise or change job duties and responsibilities as the need arises.

 

Minimum Qualifications

 

 

Education

Work requires analytical, communication and organizational skills generally acquired through the completion of a bachelor's degree program

 

Experience

 

Work requires three years of experience in program administration or AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE involving academic, instructional or counseling activities to acquire skills necessary to plan, coordinate and implement a variety of program activities and events.

 

Knowledge, Skills and Abilities

This position requires well-developed man