Performance Improvement Coach - Ambulatory Performance Excellence

Duke Careers • Durham, NC

3d

About The Position

The Performance Improvement Coach serves as an internal consultant, coaching multidisciplinary teams and leaders in continuous improvement, change management, and lean leadership behaviors. They support the implementation of daily management systems and apply continuous improvement tools to drive initiatives that enhance patient-centered care. The coach plays a key role in strategy deployment by developing A3s, guiding the study/adjust process, coaching leaders in A3 thinking, and helping align strategy from executives to the front line through leader standard work. While not a direct manager, the specialist provides leadership and direction to foster a culture of continuous improvement across the organization.

Requirements

• Possess a Bachelor's degree or higher from an accredited institution in business, healthcare engineering or a health-related field (nursing, allied health, public health) or equivalent.
• Minimum of six (6) years of experience in performance improvement or process engineering, preferably in a healthcare environment, or a combination of experience and education in business, healthcare engineering or a health-related field (nursing, allied health, public health).
• Proven, data-driven success in leading clinical performance improvement redesign and implementation efforts
• Strong knowledge of Lean principles, with experience training others and implementing Lean tools effectively
• Demonstrated expertise in coaching, consulting, group facilitation, whole system design, negotiation, change management, and conflict resolution—supporting change in large, complex environments
• Experience partnering with medical staff leadership, including Medical Directors and Chief Medical Officers
• Skilled in influencing, managing, and coaching within a matrixed organization that includes diverse learners such as nurses, providers, caregivers, and consumers
• Proficient in Microsoft Excel, Word, and PowerPoint, with the ability to independently produce high-quality documents—or the aptitude to achieve this skill level within a defined timeframe
• Flexible and positive communication style, with strong interpersonal skills to effectively exchange information across teams and clients
• Strong analytical skills, with the ability to independently interpret, prepare, and analyze data, including length of stay (LOS) metrics and benchmarking against federal or other performance standards

Responsibilities

• Utilizes expertise in improvement methodologies (e.g., Value Streams, Kaizen, A3, Daily Improvement) to consult and support senior leaders, directors, and front-line teams.
• Independently facilitates continuous improvement teams, follows up on action plans, and ensures improvements are made and sustained.
• Advises on scientific, data-driven problem-solving approaches to determine appropriate design and implementation of initiatives.
• Acts as a change agent in a fast-paced environment, helping embed continuous improvement into operations.
• Teaches and coaches Leaders, Caregivers, and Providers on lean tools and methodologies such as A3 thinking and PDSA.
• Advises leaders on lean leadership skills needed for a participative, team-oriented culture.
• Creates and administers internal education and training on continuous improvement across all levels.
• Develops training curriculum, tools, and supporting materials to advance Duke's lean initiatives.
• Identifies and addresses ongoing training needs within the organization.
• Provides consulting and advisement to leadership on the use of continuous improvement tools and strategies.
• Partners with leadership to analyze organizational processes, identify gaps, and develop action plans.
• Supports the deployment of the Quality Management System and daily management systems throughout the health system.
• Tracks changes and improvements made across initiatives.
• Monitors key performance metrics to evaluate current, past, and projected process performance.
• Ensures sustainability of improvements by helping integrate changes into daily workflows and culture.
• Builds strong relationships with leaders and stakeholders to improve patient care, reduce waste, and meet compliance standards.
• Helps manage the cultural adoption of improvements to prevent regression and maintain momentum.
• May perform additional tasks of similar complexity as required or assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level