Director of Patient Access, Duke Cancer Center

North Carolina, United States
11 Oct 2018
End of advertisement period
11 Dec 2018
Contract Type
Full Time


Job Description


Direct and coordinate the strategic planning and execution of system-wide Oncology access, to include collaboration with physician leadership in setting the priorities for oncology access and partnering with other department / divisions to operationalize efficient and optimal access services.  The Director will oversee the New Patient Coordinators within the DCI and collaborate with the DHAS Oncology hub.  

Work Performed:

Strategic Planning and Program Development

  • Lead the development of a system-wide strategic plan for DCI patient access services, with a goal of creating a seamless process for new patients to access Duke Health oncology services throughout the system.
  • Serving in the role of a strategic partner, anticipate barriers to new patient access by monitoring related indicators and recommends improvements and changes.
  •  In collaboration with physician and senior leadership, recommend and develop new opportunities or programs to optimize access. Collaborate with clinical and administrative staff in implementing these new programs.
  • Solicit input and involvement from stakeholders as part of the planning process.
  • Develop and recommend programs, policies, and procedures in accordance with the mission of the DCI and its goals for growth and expansion.  
  • Leads and/or participates in departmental and/or hospital committees, programs, and/or initiatives as requested.

Operational Management

  • Create the DCI Patient Access Services (PAS) office by centralizing existing New Patient Coordinator resources and collaborating with Duke Health Access Services (DHAS) to coordinate services with the Oncology hub.
  • Manages day-to-day operations to ensure the team consistently delivers high quality service.
  • Creates and implements workforce plans to meet current and future growth goals.
  • Monitors service levels and workflows, and implements strategies for improvement.
  • Routinely pilots new approaches and assesses potential for roll-out department wide.
  • Provides direction in complex situations and ensures timely resolutions of issues.
  • In partnership with the Assistant Vice President, communicates and ensures compliance with quality standards, improvement initiatives, and institutional policies/procedures.
  • In collaboration with DHAS, oversees preparation of reports and studies for internal review and presentation.
  • Partnering with clinical leaders, the Director leads the office team in:
    • Achieving high service levels through efficient workflows (e.g., low wait times for callers, short turnarounds between first call and scheduling)
    • Supporting the clinical care and research growth targets of DCI, while maintaining (and improving) the level of compassionate and knowledgeable care
    • Adopting new tools to improve the efficiency and accuracy of matching patients to physicians
    • Serving as a critical business partner to clinical services, in optimizing access for new patients
    • Works collaboratively with functional managers supporting Patient Access, as well as other departments, to develop and implement programs and tools that support the above objectives, and Duke Health’s broader institutional goals.

Staff Management

  • Provides oversight and direction to all PAS administrative staff.  Works with Human Resources on hiring, onboarding, and training.
  • Coaches, mentors, and develops staff by providing effective performance feedback through employee recognition, opportunities, and disciplinary action.
  • Empowers staff to take responsibility for their jobs and goals. Delegates activities/tasks with the expectation of accountability and regular communication.
  • Provides guidance to direct reports to ensure goals and objectives are achieved within established time frames.  Intercedes to resolve problems when necessary.

Financial Management

  • Oversees financial activity of the Access Center and leads the development and planning of operating budget.
  • Reviews financial analyses and takes appropriate action based on findings.
  • Communicates and explains budgetary goals and guidelines to administrative & clinical staff.
  • Analyzes financial reports and prepares variance explanations.

Relationship Management

  • Builds a collegial and collaborative network of relationships with stakeholders.
  • Partners with leadership of clinical services in optimizing access for new patients.
  • Influences stakeholders and negotiates as needed to enlist involvement and expertise.

Knowledge, Skills and Abilities:

  • Strong leadership skills and ability to take responsibility for assigned areas including gaining the confidence of clinical and administrative colleagues, faculty and staff.
  • Proven organizational, analytical and management skills.
  • Strong analytical, strategic, and critical thinking skills to identify problems and develop innovative solutions.
  • Proven initiative to anticipate, develop, and implement new procedures, practices and processes adaptable to constantly changing work patterns and business methods.
  • Ability to act independently and exercise sound judgment, and the acumen and sensitivity to identify matters that require higher level management consultation and/or group collaboration.
  • Demonstrated ability at presenting a positive, professional impression and working as a team member.
  • Demonstrated ability to interpret policies and procedures and to propose solutions to non-recurring or precedent setting situations.
  • Proven ability to develop, analyze, and carry out project objectives and work well with others of a diverse nature in achieving organizational goals.
  • Proven ability to research, gather and organize information to produce concise reports using various resources.
  • Ability to manage change.
  • Excellent negotiation skills.  Demonstrated counseling techniques with the ability to act as a facilitator, exercise diplomacy, tact, professionalism, responsiveness, a high degree of flexibility, and solve concerns between individuals in a fair and equitable manner.
  • Skill at negotiating with various personalities and developing internal and external network of contacts.
  • Ability to work independently and follow through on assignments with minimal direction.

Requisition Number 401468062
Location Durham
Job Family Level I1
Exempt/Non-Exempt Exempt
Full Time / Part Time FULL TIME
Regular / Temporary Regular
Shift First/Day

Minimum Qualifications

Duke University 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 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.


Bachelor's degree required. Master's Degree preferred.


Requires a minimum of 7 years of experience in health care administration and operations, with 5 years of managerial experience. Experience within Cancer setting and/or patient access center preferred. A Master's degree in Hospital Administration, Business Administration or a related field may be substituted for experience on a 1:1 basis.



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