Program Manager- Duke Raleigh Patient Experience and Interpreter Services

Duke Careers•Raleigh, 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. About Duke Raleigh Hospital, A Campus of Duke University Hospital Pursue your passion for caring with the Duke Raleigh Campus in Raleigh, North Carolina. With 204-beds, it is the third largest of the four Duke Health hospitals and offers a comprehensive array of services, including cancer, cardiovascular, neuroscience, advanced gastrointestinal, and wound healing care. Job Summary Provide direction and contribute to the achievement of Duke Raleigh’s mission through the development and leadership of the Patient Experience and Interpreting Services departments. Assure continual compliance with regulations and accreditation standards through monitoring activities and the design and implementation of strategies to enhance compliance. Work Performed Support patient experience efforts by tracking monthly scores, providing monthly patient satisfaction reports to appropriate leaders, and identifying trends. Support patient experience efforts by creating strategies for quality improvement and assisting in various patient experience based educational opportunities. Design and implement strategies to improve the experience of all guests, including visitors. Support interpreting services by planning, organizing, coordinating and reviewing operations within the department. Support interpreting services by being the immediate supervisor for medical interpreters. This support will include scheduling of medical interpreters, performance reviews, day to day operational support, and other means of leadership. Support organization's efforts to maintain compliance with regulations and accreditation standards. Monitor compliance through formal and informal processes. Recognize opportunities for improving compliance and assisting with implementation. Evaluate effectiveness of improvement strategy through sustained monitoring of performance. Increase organizational understanding of performance improvement methodologies and principles and compliance through the support of and participation in formal and informal professional development activities. Serve as an expert resource on performance improvement and compliance as it relates to organizational role. Produce reports and presentations on performance improvement and compliance. Develop, maintains and enhances knowledge through orientation, self- evaluation and professional development. Responsibilities may include varying levels of strategic planning and human and fiscal resource management. Perform other related duties incidental to the work described herein.

Requirements

Effective written and verbal communication skills and presentation skills
Ability to communicate with customers/staff with diverse educational backgrounds and strong customer service skills and interpersonal interactions
Analysis of data and processes for opportunities for improvement
Ability to manage numerous diverse projects simultaneously through effective priority setting, efficient use of time, organization
Knowledge of accreditation standards and regulations related to health care
Ability to manage difficult situations effectively
Attention to detail and accuracy
Computer literacy – Microsoft Office programs – Outlook, Excel, Word, PowerPoint, Teams, and others as needed
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

Responsibilities

Support patient experience efforts by tracking monthly scores, providing monthly patient satisfaction reports to appropriate leaders, and identifying trends.
Support patient experience efforts by creating strategies for quality improvement and assisting in various patient experience based educational opportunities.
Design and implement strategies to improve the experience of all guests, including visitors.
Support interpreting services by planning, organizing, coordinating and reviewing operations within the department.
Support interpreting services by being the immediate supervisor for medical interpreters. This support will include scheduling of medical interpreters, performance reviews, day to day operational support, and other means of leadership.
Support organization's efforts to maintain compliance with regulations and accreditation standards. Monitor compliance through formal and informal processes. Recognize opportunities for improving compliance and assisting with implementation.
Evaluate effectiveness of improvement strategy through sustained monitoring of performance. Increase organizational understanding of performance improvement methodologies and principles and compliance through the support of and participation in formal and informal professional development activities.
Serve as an expert resource on performance improvement and compliance as it relates to organizational role.
Produce reports and presentations on performance improvement and compliance.
Develop, maintains and enhances knowledge through orientation, self- evaluation and professional development.
Responsibilities may include varying levels of strategic planning and human and fiscal resource management.
Perform other related duties incidental to the work described herein.