Strategic Services Associate - Orthopaedics Access

Duke Careers•Durham, NC

About The Position

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. Duke Health Integrated Practice Pursue your passion for caring with Duke Health Integrated Practice, which comprises more than 110 primary and specialty outpatient clinics, extending the reach of Duke Health's mission across the state of North Carolina. We are seeking a Strategic Services Associate in collaboration with Orthopaedic Administration, the department Access Champion, and Duke Health Access Services (DHAS), to provide administrative and operational leadership to Duke Orthopaedic clinic leadership in the identification, development, and implementation of strategies designed to optimize patient access. This role is responsible for access analytics, provider template optimization, and scheduling oversight to support improvement in access metrics, provider utilization, and the overall patient experience. The SSA develops and delivers routine access reporting, manages access-related programs (e.g., templates, visit types, sub-groups), and serves as a liaison between clinic leadership, department leadership, and enterprise access partners. Ensure all provider templates are accurate and fully optimized. Summarize divisional and programmatic access findings and communicate opportunities for improvement to department and division leadership. Provide guidance, education, and operational support to AODs, Practice Administrators, Clinic Managers, and SAMs in support of access improvement objectives.

Requirements

Work requires analytical, communications 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.
Excellent written and verbal communication.
Solid organizational skills including attention to detail and multitasking.
Critical thinking and problem solving.
Conflict resolution experience.
Adaptability.
Microsoft Office Proficiency.
Working knowledge of Epic.

Responsibilities

Ongoing assessment of access metrics including lead times, template utilization, room utilization, held/unused slots, no-show rates, and cancellations.
Prepare and present Performance Services and access data.
Identify trends and opportunities to improve access.
Optimize provider templates and schedules.
Oversee schedule change requests.
Support new provider onboarding.
Liaison with clinic leadership.
Partner with Access Center to reduce no-shows.
Evaluate access workflows.
Attend access-related governance meetings.
Partner with Orthopaedic leadership and DHAS.
Lead access improvement initiatives.