Davis, California
Durham, North Carolina
Oklahoma City, Oklahoma, Oklahoma
Bucks County, Pennsylvania
New Castle County, Delaware
Philadelphia, Pennsylvania
Posted: 04-May-23
Location: Durham, North Carolina
Salary: Open
Categories:
Internal Number: 231717
Duke University Hospital is consistently rated as one of the best in the United States and is known around the world for its outstanding care and groundbreaking research.
Duke University Hospital has 1,048 licensed inpatient beds and offers comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center; a major surgery suite containing 65 operating rooms; an endo-surgery center; a separate hospital outpatient surgical department with nine operating rooms and an extensive diagnostic and interventional radiology area.
For 2021-2022, U.S. News and World Report ranked Duke University Hospital nationally in 11 adult specialties: cancer, cardiology & heart surgery, diabetes & endocrinology, ear, nose & throat, gastroenterology & GI surgery, gynecology, neurology & neurosurgery, ophthalmology, orthopedics, pulmonology & lung surgery, and urology.
Duke University Hospital is also ranked first in North Carolina and first in the Raleigh-Durham area.
In addition to its hospitals, Duke Health has an extensive, geographically dispersed network of outpatient facilities that include primary care offices, urgent care centers, multi-specialty clinics and outpatient surgery centers.
Occupational Summary
Plan, coordinate and administer activities within assigned program areas; develop, coordinate and advise on policy related to assigned major programs.
Work Performed
Provides oversight and supervision of Patient Information and concierge staff whose responsibility is to effectively interpret and communicate the institution's mission, policies, procedures and services to patients, their families and visitors.
Departmental responsibilities are to:
- Provide accurate wayfinding to patients and visitors using verbal directions and/or providing maps as needed
- Maintain confidentiality when providing patient information to visitors/callers
- Provide assistance in emergency, hazardous and/or security situations
- Assist with transportation on or around the Duke University Hospital campus in conjunction with Patient Transport or local services (cabs, shuttles, etc.)
- Assist with lodging reservations/discounted rates and other needs associated with patients and visitors traveling to Duke for care
Duties and Responsibilities
- Plans, organizes and oversees day-to-day operations, staff schedules and activities of Patient Information/Concierge services staff to ensure superior delivery of service.
- Monitors compliance with hospital or department specific dress code.
- Monitors neatness and welcoming appearance of information desks.
- Ensures desks are adequately staffed and stocked.
- Ensures maps and relevant materials are printed and made available in a timely manner.
- Provides guidance and oversight of all activities related to lodging
- Represents the department and patients/guests before hospital and professional entities and develops positive working relationships.
- Participates in planning, budgeting and general management efforts for the department and stays within budget.
- Provides oversight of the day-to-day activities and tasks of staff members.
- Participates in conflict resolution between staff members and interdepartmentally.
- Develops and maintains departmental policy and procedures in accordance with Duke University Hospital policies and procedures.
- Provides coaching and facilitates performance evaluations with all direct reports.
- Meets with patients/families upon request to identify concerns and works with the leadership team on behalf of the patient to investigate and resolve identified issues. Follows up with patients/families as necessary to assess the resolution of issues.
- Projects a positive customer service image and respond effectively when dealing with patients, family members, staff, physician, and other departments
- Utilizes pertinent findings from Patient Satisfaction Surveys, Customer Complaint Data and other sources to identify areas of focus and implement proactive interventions as appropriate.
This position description is not intended to be all-inclusive, and the employee will perform other reasonably related business duties as assigned by the immediate supervisor and other management as required. Duke University Hospital reserves the right to revise or change job duties and responsibilities as the need arises.
Knowledge, Skills, and Abilities
This position requires well-developed management skills and supervisory presence, knowledge of Duke operational systems, knowledge of Duke Financial Services' tasks and computer skills.
Minimum Qualifications
Education
Work requires analytical, communications and organizational skills generally acquired through completion of a bachelor's degree program
Experience
Work requires three years of experience in program administration or OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE involving academic, instructional or counseling activities to acquire skills necessary to plan, coordinate and implement a variety of program activities and events.
Degrees, Licensures, Certifications
N/A
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 ideas-an 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.
