Monday Through Friday Virtual Customer Success Manager Jobs

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.

Duke Nursing Highlights:

• Duke University Health System is designated as a Magnet organization
• Nurses from each hospital are consistently recognized each year as North Carolina's Great 100 Nurses.
• Duke University Health System was awarded the American Board of Nursing Specialties Award for Nursing Certification Advocacy for being strong advocates of specialty nursing certification.
• Duke University Health System has 6000 + registered nurses
• Quality of Life: Living in the Triangle!
• Relocation Assistance (based on eligibility)

Monday - Friday with One weekend day/month

The Case Manager is responsible for managing an assigned caseload to ensure timely assessment, planning, implementation, and evaluation of discharge plans and care transitions across the continuum of care. This role supports optimal patient outcomes, effective resource utilization, and compliance with CMS and other regulatory agencies. The Case Manager collaborates closely with interdisciplinary teams, patients, families, and community partners to coordinate safe, efficient care transitions.

Key Responsibilities

Care Coordination & Discharge Planning

• Assess all assigned patients for case management needs, including discharge planning, care transitions, advocacy, consultations, and patient/family education.
• Develop, implement, and evaluate individualized discharge plans ensuring timely and appropriate transitions of care.
• Coordinate services such as Home Health, Durable Medical Equipment (DME), transportation, Substance Abuse Treatment, outpatient follow-up, Skilled Nursing Facility (SNF) placement, and Acute Rehab referrals.
• Monitor daily census to ensure all patients are evaluated for case management needs.

Collaboration & Communication

• Maintain effective communication with the healthcare team regarding assessment findings, discharge needs, and provider orders.
• Provide education to patients, families, and care teams regarding benefits, reimbursement guidelines, and regulatory requirements.
• Collaborate with Utilization Management to support payer negotiations, reduce denials, and promote appropriate resource use.

Documentation & Compliance

• Maintain timely, accurate documentation of assessments, interventions, discharge arrangements, and all actions taken.
• Ensure compliance with federal, state, and local regulations, as well as organizational policies.
• Prepare reports and maintain records as required.

Quality & Professional Development

• Participate in Quality Assurance/Performance Improvement (QAPI) activities.
• Represent the department with professionalism while fostering positive working relationships across Duke Health and external partners.
• Provide weekend, holiday, or after-hours coverage as assigned based on entity needs.

Knowledge, Skills & Abilities

• Ability to work independently in a self-directed role.
• Strong problem-solving skills and ability to manage complex situations.
• Excellent written and verbal communication skills.
• Basic computer proficiency.

Minimum Qualifications

Education

• BSN or MSW required

Experience

• Minimum of 3 years of relevant experience

License and Certification

• Case Management Certification (ACM, CCM, or ANCC) required within 3 years of hire
• For BSN-prepared candidates: Must hold a current RN license (or compact license) in the state of North Carolina.