Duke Connected Care, a community-based, physician-led network, includes a group of doctors, hospitals and other healthcare providers who work together to deliver high-quality care to Medicare Fee-for-Service patients in Durham and itssurrounding areas.
Location: University Towers Office, Durham, North Carolina
The QuEST Manager is responsible for performing professional administrative duties related to assessing, planning, implementing, and evaluating performance improvement and strategies of Duke Population Health Management Office (PHMO). Responsible for staff development, productivity and training. Responsible for program accreditation and ongoing program improvements. In collaboration with the Director and with senior leadership, identifies, plans and executes activities to promote effective care management, performance improvement initiatives and to ensure compliance according to policies and procedures. This position will manage a team of 11 staff members.
Work Hours: Standard business hours
Duties and Responsibilities
- Develop, design and execute strategies or activities intended to improve performance in care management quality and policy/procedure compliance for all clinical programs of Duke Population Health Management Office. Directly provide consultation and feedback to individual care management programs in the implementation of improvement strategies.
- Involvement in the development and regular review of PHMO policies and procedures.
- Participate with PHMO leadership in development of annual performance improvement, quality assurance and educational strategic plans for assigned programs of PHMO.
- Manage team responsible for quality, staff development education, and training, including audits/evaluation of PHMO metrics and measures.
- Develop and regularly review PHMO care management policies and procedures.
- Establish PHMO quality assessment/improvement standards. Identify quality issues and conduct audits to further investigate issues. Analyze audit results and submit reports on findings to PHMO leadership. Based on audit findings, recommend and implement educational and/or corrective actions.
- Regularly lead assessment of the knowledge needs of care management staff related to measures and metrics and develop plans to meet those requirements.
- Identify individual learning needs of care management staff. Communicate individual feedback to direct manager of staff. Plans and conducts staff development programs to improve care management effectiveness. Develop educational tracking method.
- Maintain up to date knowledge of Duke Connected Care programs. Teach and train all staff on new program initiatives and standards.
- Regularly review care management documentation, staff productivity and quality improvement opportunities to assess and identify trends. Recommends and implements process changes, policy changes and updates, staff training or other appropriate mitigating factors in response to identified trends.
- Develop an education, training and development model and determine the education, training and development needs that link directly to PHMO business goals and objectives.
- Collaborate with senior leaders to develop guiding principles, strategies and plans; conduct comprehensive needs assessments; determine education, training and development priorities based on assessed needs, business impact and available resources.
- Develop the administrative framework required to support education, training, and development programs and initiatives; formulate policies, procedures and schedules to support education and training operations and initiatives.
- Design and conduct the delivery of training programs from a variety of resources; research, evaluate and select outside consultants and trainers to meet training needs as appropriate.
- Performs other duties as assigned.
Knowledge, Skills and Abilities
- Working knowledge of care management, education and staff development; HEDIS and payer requirements.
- MSN strongly preferred for this role
- Ability to lead a team and provide effective, constructive feedback to staff.
- Maintains confidentiality of employee and patient information.
- Promotes quality, comprehensive services through a team approach.
- Excellent interpersonal communication and organizational skills required.
Work requires a bachelor’s degree in a clinical field such as Nursing, Counseling, Social Work, Therapy, allied health, or community health related fields.
Work requires a minimum of five years of clinical experience, including EXPERIENCE OR ANY OTHER EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR supervisory experience.
Degrees, Licensures, Certifications
Must have a current license in at least one of these areas: current or compact RN licensure in the state of North Carolina, current licensure as a licensed clinical social worker by the NC Social Work Certification and Licensure Board, current licensure as a licensed professional counselor by the state of NC, or current licensure as a licensed addiction specialist by the state of North Carolina. Requires ACM or CCM certification within 3 years of hire date or by December 31, 2020.