• Location: Durham, NC
  • Posted: Oct 26, 2019

Job Description

School of Medicine:

Established in 1930, Duke University School of Medicine is the youngest of the nations top medical schools. Ranked tenth among its peers, the School takes pride in being an inclusive community of outstanding learners, investigators, clinicians, and staff where traditional barriers are low, interdisciplinary collaboration is embraced, and great ideas accelerate translation of fundamental scientific discoveries to improve humanhealth locally and around the globe.

Comprised of 2,400 faculty physicians and researchers, the Duke University School of Medicine along with the Duke University School of Nursing and Duke University Health System create Duke Health. Duke Health is a world-class health care network. Founded in 1998 to provide efficient, responsive care, the health system offers a full network of health services and encompasses Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, Duke Primary Care, Private Diagnostic Clinic, Duke Home and Hospice, Duke Health and Wellness, and multiple affiliations.

Duke Neurosurgery

Administrative Coordinator

Level 12

Work Performed

Provide overall administrative direction and coordination of work for twelve staff assistants.
Responsible for enforcement of policies and procedures.
Interview and hire for new and open positions.
Ensure all employees are onboarded and trained in a timely manner.
Provide employees with continuous and annual performance evaluations (PEP)
Monitor and balance workload among staff throughout the day
Review holiday clinic closing schedules to ensure schedules are closed/deleted for the designated dates
Ensure that patients are rescheduled and bumps are handled timely
Distribute rescheduling workload and monitor completion
Monitor referral work que for consistent scheduling and processing of referrals
Liaison between clinic leadership, provider, and department personnel
Meet monthly with clinic leadership (HCA/SAM)
Review of Customer Service scores/Press Ganey Surveys
Negotiate for clinic space with Nurse Manager and HCA for off template day scheduling
Patient Access Projects
Oversee the risk management process regarding dismissal of patients from department
Investigate all high level incidents reported to Clinical Ops Duke Health Access Services
Overall administrative oversight and Liaison of Neurosurgery Scheduling Center
Scheduling Center Bi-Monthly Meetings as needed (e.g. months leading up to the roll out of major process changes and/or months immediately following the go-live)
Decision Tree Quarterly Meetings
Oversee all master template changes for existing, new and terminating providers
Work with Provider to negotiate appropriate template (number of new slots, length of visit types, start time, end time, etc.)
Manage template change requests, negotiate appropriateness of changes
Evaluate scheduling efficiencies
Track physician clinical expectations
Track clinic schedules and sites
Monitor clinic cancellation requests and address those requests that are submitted less than 45 days in advance per Department and PDC policy
Regular collaboration with performance services o further analyze data
Clinic access and scheduling processes for all Neurosurgery clinic sites
Project management (i.e. decision Trees, Access, etc.)
Work on Special Projects with the Department Chair in order to improve access, patient experience, and provider satisfaction
Assist with onboarding of all new clinical faculty (i.e. Diagnosis list, template, DEP, etc.)
Coordinate the creation of Scheduling Center Questionnaires/Decision trees to ensure scheduling accuracy.
Analyze providers surgical conversion rates and present new clinic processes and templates in order to help raise their conversion rates
Responsible for managing space and operations for faculty and staff in the 4th floor blue zone. Submit maintenance requests as requested.

Minimum Qualifications


Work requires a general business background generally equivalent to a bachelor's degree in a business related field.


Work requires 2 years related business or administrative experience to OR ANY OTHER EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR become familiar with general personnel practices, accounting and budgeting principles and coordination of major office activities. A master's degree in a business related field may be substituted for 2 years experience. EXPERIENCE.


-6 years of experience of a progressive nature in a clinical setting to be knowledgeable of the complex activities associated with patient access is preferred.

-At least 2 years experience supervising a team

- Customer service experience required

- Masters degree preferred

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 ideasan 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.

Duke Health

705 Broad Street
Durham, NC 27708

Phone: (919) 684-5600

Fax: (919) 684-5600