Implementation Coordinator Jobs in Raleigh, NC (NOW HIRING)

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Duke Health Integrated Practice
Duke Health Integrated Practice comprises more than 110 primary and specialty outpatient clinics, extending the reach of the Duke Health mission across the state of North Carolina.
JOB LOCATION
Hybrid Position | Onsite Location: 2608 Erwin Road, Suite 200, Durham, NC
JOB SUMMARY
We are seeking an Administrative Coordinator to provide strategic program management and operational direction for all patient access initiatives across 24 clinical locations with over 230,000 patient arrived visits annually. Serving as the primary access program manager and operational engine for the Department's ambulatory access strategy, this role partners directly with the Vice Chair of Ambulatory Services, Division Chiefs, Medical Directors, and Practice Administrators to lead, implement, and sustain access improvements across all clinical sites. The Program Manager - Patient Access independently develops monitoring processes, investigates and resolves access barriers, prepares detailed divisional and provider-level reporting, and drives cross-functional implementation of access initiatives. This position reflects a mission-critical scope of accountability that materially exceeds a Clinical Program Coordinator role in consequence of error, strategic influence, and independence of action.
JOB DUTIES AND RESPONSIBILITIES

• Access Monitoring & Reporting: Prepare and deliver monthly divisional access updates with provider-specific detail covering session lengths, held slots, block releases, bumped clinics, and quick-win opportunities. Maintain ongoing monitoring dashboards (Qgenda, MaestroCare, Epic/MaestroCare reconciliation) tracking lead times, template utilization, room utilization, and unbooked slot rates. Prepare and present Performance Services data regularly to the Ambulatory Medical Director and Vice Chair with actionable recommendations.
• Access Barrier Investigation & Resolution: Proactively identify, investigate, and diagnose access barriers across clinical sites. Develop resolution options and present findings to the Vice Chair / Access Champion for approval. Implement approved changes and monitor outcomes. Serve as the operational point of escalation for access workflow breakdowns requiring cross-functional problem-solving.
• Schedule Change & Decision Tree Oversight: Review all provider schedule change requests in partnership with the Vice Chair of Ambulatory Services. Oversee patient questionnaire and scheduling decision tree updates, including the Gynecology decision tree revisions to optimize self-scheduling success rates. Ensure schedule integrity across all 24 clinical locations and recommend templating changes to leadership.
• Referral Gap Closure & Work Queue Oversight: Lead and manage the referral gap closure monitoring process in collaboration with department and service line leadership. Ensure clinic work queues are monitored, patients are contacted, and appointments are scheduled in a timely manner. Track referral conversion rates and escalate gaps to leadership with recommended interventions.
• Stakeholder Coordination & Leadership Liaison: Serve as the primary access representative and program manager in meetings with Division Chiefs, Medical Directors, Practice Administrators, Service Access Managers, HCA and SAM leadership, and access hub representatives. Lead meetings in the absence of the Vice Chair or Medical Director when appropriate. Prepare and support quarterly Medical Director/HCA meeting agendas including speaker coordination.
• Clinician Education & Change Implementation: Engage individually with clinicians to educate on access metrics, template utilization, and scheduling best practices. Implement evidence-based changes at the provider and clinic level. Partner with leadership on MyChart registration initiatives, late arrival management directives, and PCP documentation compliance.
• Program Administration & Strategic Projects: Develop and maintain operational reports, program protocols, and procedures in support of departmental access strategy. Coordinate patient education material development aligned with access messaging. Collaborate with the marketing department on patient experience initiatives. Assist leadership with special access improvement projects and implementation of DHIP and departmental directives.

JOB ELIGIBILITY REQUIREMENTS

• 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 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.
• OR ANY OTHER EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE.
• Healthcare access, ambulatory operations, or project management certification (e.g., CHAM, PMP, or equivalent) is a differentiating credential and is welcomed.
• Advanced knowledge of ambulatory access workflows, provider template management, and scheduling systems (Qgenda, MaestroCare/Epic).
• Demonstrated ability to analyze access metrics, identify trends, and translate data into actionable leadership recommendations.
• Strong independent judgment with a proven track record of managing high-consequence, cross-functional access initiatives without close supervision.
• Excellent written and verbal communication skills; ability to present complex data clearly to faculty, division chiefs, and executive leadership.
• Proficiency in data reporting tools (Tableau or equivalent) and Microsoft Office Suite. Advanced problem-solving, conflict resolution, and stakeholder management capabilities.
• Ability to manage multiple competing priorities across 20+ clinical locations simultaneously.

JOB HOURS
The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays.
Duke is an 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 (including pregnancy and pregnancy related conditions), sexual orientation or military status.
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Essential Physical Job Functions:
Certain jobs at Duke University and Duke University Health System may include essential job 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.