Program Manager

Duke Health Integrated Practice is an exceptional, multi-specialty physician practice encompassing 140 clinics across North Carolina. We attract and retain premier medical professionals with competitive compensation, benefits, and a nurturing work atmosphere that unites passion and purpose.

Learn more about us: https://dhip.dukehealth.org/about-us

JOB LOCATION

Executive Health - 3475 Erwin Rd

JOB SUMMARY

We are seeking a Program Manager that will plan, coordinate and administer activities within the assigned program area; this includes development of processes that support clinic business and financial management, recruitment of patient memberships, and strategic marketing to expand program growth within a concierge care practice.

JOB DUTIES AND RESPONSIBILITIES

• Analyze and report program trends; collaborate with medical director/HCA/SAM/NM/Program Manager to develop and implement processes and procedures to enhance program effectiveness.
• Coordinate and participate in public relations activities that include the development of patient communication materials, website management, and program services.
• Maintain liaison with other programs, offices and departments at Duke to coordinate program business and to accomplish program objectives; interface with external organizations as appropriate to ensure cooperative efforts are enhanced and available resources are utilized.
• Represent assigned programs; attend professional meetings as appropriate; participate in clinic huddles and lead performance improvement initiatives.
• Scheduling: manage physician scheduling templates, coordinate patient scheduling in EPIC and SciMed systems; complete close the loop communication with patients and team to confirm appointments and scheduling requests.
• Perform reconciliation and report monthly volume and revenue, including overdue fees and outstanding balances.
• Strategic Planning: provide leadership and oversight of new patient memberships; serve as primary contact for establishing/maintaining company partnerships, accounts payable/receivable, and participant eligibility; this includes scheduling, various communications via telephone/email/fax/ electronic health record and data collection for monthly reporting.
• Account management: review and ensure accuracy of invoicing, accounts payable/receivable, refunds, and credit card reconciliation for patient members; prepare bank deposits; manage claims edits in workqueues; adhere to data security standards for credit card processing.
• Provide excellent customer service: respond to customer inquiries and address patient messages promptly, preferably same day or next day; provide service recovery as needed, work to resolution and communicate with medical director and clinic leadership; foster a positive work environment that promotes a culture of safety.
• Provide staff leadership within assigned program area to support the accomplishment of program objectives; provide onboarding, training, and personnel maintenance of assigned staff which includes but is not limited to performance appraisal, vacation schedules, etc.

JOB ELIGIBILITY REQUIREMENTS

• Work requires communications, analytical and organizational skills generally acquired through completion of a bachelor's degree program.

• Work requires the ability to plan and administer programs and direct program activities within a specific functional area, generally acquired through four years of related experience.

• OR ANY OTHER EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE.

JOB HOURS

The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays.

Some roles within our organization may encompass essential job functions requiring distinct physical and/or mental capabilities. Further details and accommodation requests will be addressed by individual hiring departments.

Duke Health Integrated Practice is dedicated to Equal Opportunity Employment, fostering a diverse workforce without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

We aspire to build a community grounded in collaboration, innovation, creativity, and belonging. Our shared achievements rely on a dynamic exchange of ideas, flourishing best when a multitude of perspectives, backgrounds, and experiences thrive. Upholding these values is a collective responsibility within our community.

This job description aims to outline representative responsibilities for this title, not an exhaustive account of specific duties. Employees may be assigned job-related tasks beyond those explicitly outlined here.