Program Specialist - Patient 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.

General Description of the Job Class

As a member of the Guided Patient Services team, the Program Specialist is responsible for planning, coordinating, and supporting the implementation of specialized programs or projects.  Guided Patient Services provides care coordination and a curated care experience for patients travelling internationally for care and for Duke benefactors.

Duties and Responsibilities of this Level

• Serves as the expert resource for the International Patient Program and Grateful Patient Services.
• Plan, coordinate and administer activities of assigned programs to include developing, implementing, and supervising related procedures, processes, services and systems.
• Prepare reports and conduct preliminary analyses of program data setting forth progress and adverse trends. Provide input into appropriate program recommendations or conclusions.
• Maintain liaison with patients, 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.
• Assist with new Patient Intake & Care Coordination for international patients and grateful patients including but not limited to patient registration, collaboration with clinical ancillary teams, and communication with external organizations.
• Adhere to schedule to ensure customer availability and demonstrate flexibility to schedules according to patient or call volume, and staffing needs. Works as a team member towards common goals. Provide cross coverage for other members of the Guided Patient Services Team
• Coordinate and/or participate in public relations activities and special events to include preparing and supervising the production of brochures, bulletins, newsletters and other promotional materials and/or publications.
• Prepare and amend PowerPoint presentations using content generated by self and/or others.
• Assist with projects and duties of highly confidential nature in using independent judgment, analytical ability and self-direction.
• Performs other duties as assigned.

Minimum Qualifications

Education

Work requires analytical, communications and organizational skills OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE generally acquired through completion of a bachelor's degree program with one year of experience in program administration. -OR- Two years of postsecondary education with three years of experience in program administration. Bachelor's Degree Preferred.

Experience

• Required 2+ years providing high touch customer service with diverse populations in a healthcare setting.
• Required data entry and ability to conduct fundamental data analysis
• Preferred experience navigating electronic medical records
• Preferred bilingual – Arabic or Spanish

Knowledge, Skills and Abilities

• Ability to type and proof-read correspondence, reports and records ensuring grammatical accuracy, conformance with established procedures, and factual correctness
• PC proficiency in numerous software packages to effectively manage work including Excel, PowerPoint and Teams.
• Requires exceptional organizational, communication and customer service skills
• Experience or ability to quickly learn EPIC/Maestro software

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.