Administrative Specialist - Duke Network Services

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JOB SUMMARY

The Administrative Specialist will independently perform administrative duties of a complex nature in support of Duke Quality Network (DQN) program activities; maintain complex schedules and calendaring needs to provide administrative support for effective and efficient oversight of departmental functions; support the planning, coordination, and development of DQN programs; maintain timelines, schedules, and active, customer focused communication with leaders and team members of Duke Network Services (DNS), Duke Lifepoint (DLP), Lifepoint, DUHS, and other key stakeholders.  

This role requires critical thinking, collaboration, effective communication, organizational, and problem-solving skills in support of DQN activities to serve our patients, communities, team members and protect the Duke brand. 

JOB DUTIES

The following job responsibilities and standards reflect the primary responsibilities but may not include other duties or responsibilities that will be assigned based upon customer needs.

Work Culture/Customer Service

• Act as a liaison between the department and external groups.
• Represents DUHS and Network Services as customer-friendly to affiliate sites and internal customers. Interactions with others are consistently professional and courteous, with a welcoming attitude conveyed to all.
• With supervisor approval, serve on Network Services committees and/or work groups as appropriate.
• Actively participate in Duke activities related to living our values and Better Together. Create a supportive team environment and provide high-quality, collegial customer service for both internal and external team members and stakeholders.
• Address all customer service requests, with a warm handoff if not in the scope of the current position.
• Respond to requests for information promptly. Prioritize and resolve inquiries (phone, e-mail, and in-person).
• Develops, finalizes with supervisor, and achieves individual goals for professional development.
• Completes timely self-assessment quarterly in advance of performance coaching discussions.

Programmatic Support

• Provide administrative support to DQN staff in support of program goals and objectives.
• Lead efforts in coordination of internal and external programs, i.e. retreats, site visits, other activities, as applicable.
• Coordinate communications between supervisors and other executive, professional, and administrative staff within and outside the organization.
• Compile and update presentation materials; independently prepare documentation, reports, charts, graphs, and spreadsheets at designated intervals and as requested.
• Create and maintain databases. Compile and manipulate data, summarize findings, and develop reports. Extract and compile a range of data from written sources, individuals, and/or databases, providing a limited interpretation of data.
• Assist team staff in developing standard and ad hoc reports for senior administration within Network Services, DUHS and affiliated sites.  Must be able to collect and manipulate quantitative and qualitative data using appropriate software.
• Maintain current contact information for affiliate sites within internal databases.  
• Make recommendations for solutions to identified issues or areas of improvement.

Office Organization and Support

• Maintain files appropriately, including sensitive and confidential information.
• Compose, proofread or edit formal correspondence, memoranda, and short reports for internal or external circulations.
• Assume responsibility for one or more routine office administrative responsibilities, to be determined.  
• Ordering and maintenance of office supplies.  
• Provide backup administrative support to other DNS leaders as needed
• Assist in cross-training other administrative team members; support onboarding of DQN team members

Scheduling, Calendar Management and Travel

• Schedule and maintain multiple challenging calendars of appointments, meetings, and travel itineraries, and coordinate related arrangements. Proactively identify scheduling conflicts and provide suggestions for resolution in a timely manner.
• Schedule complex travel arrangements including ground and air transportation-commercial and private, hotel arrangements for both internal team members and external stakeholders. Responsibilities include management and oversight of all travel accommodations to ensure smooth travel plans.
• Regularly collaborate with other support staff to coordinate multiple demanding calendars while ensuring timely scheduling of critical meetings, allowing leaders to meet business objectives.
• Support educational programs:
• Collect and submit presenter(s) presentation(s).
• Create and obtain approval of brochures, including Duke Marketing approval as appropriate.
• When requested, distribute brochures and reminders to potential participants as instructed.
• Coordinate meeting logistics, which include but are not limited to audio/visual needs, handout preparation, arrangement for meals/ refreshments as required, management and ownership of meeting space logistics, and virtual attendee links.
• Compose, proofread, and/or edit formal correspondence, memoranda, and short reports accurately and with reliability for internal or external circulations.
• Assemble attachments and corresponding material. Review outgoing material for completeness, dates, and signatures.

Finance

• Facilitate the development and reconciliation of annual site travel budgets.
• Collaborate with supervisor and finance to obtain appropriate approval for expenses and maintain accurate and timely cost center reconciliation and documentation.
• Reconcile corporate card transactions timely via the Travel and Reimbursement tool in Concur for DQN team members.
• Assist in the creation of spreadsheets and reports for budget reconciliation.
• Create a process to ensure departmental travel and training are appropriately logged.
• Ensure expenses are allocated to the appropriate cost center with timely identification of expenses to be billed back to the site, as per contract stipulations.

Perform other related duties incidental to the work described herein.

Education and Experience

High school education or equivalent with five years of administrative support experience of increasing variety, complexity and demonstration of work leadership.

Two years of postsecondary education with three years of experience. OR AN

EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE.

Knowledge Skills and Abilities

• In-depth knowledge of department policies, procedures, and goals as well as administrative support in completing complex tasks
• Understanding of basic leadership approaches such as work scheduling, prioritizing, and coaching
• Ability to thrive in a fast-paced organization with multiple competing priorities
• Demonstrated success applying the highest level of administrative support skills
• Demonstrated the ability to gain the confidence and cooperation of peers.
• Demonstrated editing and proofreading skills
• Ability to juggle multiple tasks and meet demanding deadlines
• Must be self-directed and able to take initiative
• Ability to debrief and review activities for process improvement
• Strong verbal and written communication skills
• Highly organized with attention to detail
• Strong interpersonal skills
• Proficient in numerous tools, including Outlook, Access, Excel, Publisher, Word, PowerPoint, Smartsheet, Microsoft Teams and Zoom
• Computer literacy, videoconferencing, teleconferencing, Duke Box
• Ability to professionally and appropriately respond in highly public environments, both onsite and remotely to the Duke campus in potentially high-pressure situations

Job Code: 00004556 ADMINISTRATIVE SPECIALIST
Job Level: D2

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.

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