Program Coordinator - PRMO Learning Center

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 Health's Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health's fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions.

Duke University Health System - Patient Revenue Management Office (PRMO) seeks to hire an Program Coordinator who will embrace our mission of Advancing Health Together.

PRMO Learning Center Departmental Job Description

Program Coordinator

Job Code:  5450 / Pay Target:  E1 Departmental Job

A little about us:

The Mission of the PRMO is delivering quality service by enhancing the patient experience, providing financial security, and preserving Duke’s reputation and mission of advancing health together. Our Vision is to be recognized as a world class innovative revenue cycle organization that values our people, patients and performance.

Established in 2001, Patient Revenue Management Organization (PRMO) is a fully integrated, centralized revenue cycle organization supporting all of Duke Health, including Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, the Private Diagnostic Clinic, and Duke Primary Care. The PRMO focuses on streamlining the revenue cycle through enhanced management of scheduling, registration, coding, HIM operations, billing, collections, cash management, and customer service.

You will:

• Be responsible for leading, facilitating and supporting frameworks / business processes in support of Duke Health Revenue Cycle’s learning and organization development needs
• Ensure the accuracy of team member learning records on behalf of the Duke Health Revenue Cycle
• Support organizational and departmental events hosted through in-person and live, virtual delivery methods

You’ll love this role if you are:

• Energized by the opportunity to enhance new-to-Duke and existing team members’ quality of learning via outstanding service delivery, troubleshooting and process improvements
• An outstanding communicator who loves to help people solve problems in real time
• A wizard at solving scheduling and resource assignment puzzles
• Excited by and nimble with technology; consider yourself a patient person, ready to assist those nervous about technology so they can succeed in virtual classes
• Passionate about collaborating to support colleagues and other teams
• Comfortable both as a wizard behind the curtain and front-and-center as a presenter
• Willing and able to rapidly respond to changing circumstances and hours of operation with a team mindset

You’ll thrive in this role if you are:

• An innovative thinker that isn’t shy contributing to process improvement efforts

• A self-starter who thrives on discovering and sharing new ways of using existing tools

• A master juggler, comfortable with multiple projects at a time while still meeting project timelines

You’ll need to have proven success with these skills & abilities to succeed in this role:

• Strong analytical, critical thinking, problem solving, and organizational skills
• Excellent interpersonal skills and an ability to work across multiple teams
• Demonstrate verbal and written communication skills
• Ability to prioritize multiple, competing priorities during high volumes
• Proven knowledge, understanding and operation of hardware and computing system / software
• Ability to navigate and troubleshoot A/V systems
• Requires standing for periods of time, walking, pushing and full range of motion

Work Location

• This role is part of a “Remote First” Category work team.  However, all Learning Center team members are expected to report in-person (@ PRMO building, 12 Moore Drive), routinely on a rotational basis, and periodically as a team, in response to departmental and organizational business needs. 
• The Program Coordinator role is unique and requires more routine and regular on-site, in-person (@ PRMO building, 12 Moore Drive), work time to fulfill responsibilities, in response to departmental and organizational live, virtual course and event delivery.
• The position requires standing for periods of time, walking, lifting, pushing and full range of motion.

Job Responsibilities (the details)

Departmental Business Process Oversight (high percentage of your time)

• Serve as daily departmental point of entry by managing departmental TrainRequest and PRMO Learning Center email boxes 
• Manage Learning Center departmental calendar, i. e., instructor assignments, team meetings / development

• Assign and communicate new hire onboarding curricula specific to revenue cycle functions within Duke Health enterprise in alignment with new hire effective dates
• Administer and maintain user roles to include permissions assignment of profiles
• Distribute "Friday-before-Day-One-at-Duke” individualized new hire texts bi-weekly
• Prepare and distribute "Laptop Loaner / Equipment Assessment Survey” bi-weekly to hiring managers in preparation for departmental new hire laptop distribution process
• Conduct curriculum assignment / training agenda departmental quality assurance in alignment with established departmental process
• Distribute onboarding curricula assignment emails bi-weekly to new hires / transfers and hiring managers
• Distribute new hire group follow-up Learning Management System (LMS) Web-based Training (WBT) onboarding course completion summary emails bi-weekly to individual learner and respective supervisor 
• Review, troubleshoot or triage PRMO-related DUHS E-learning listserv emails and ServiceNow tickets
• Partner with Learning Center colleagues to identify required internal and external data sources, (such as Duke LMS Course and Curriculum Completion Data, SAP, HR New Hire Spreadsheet, etc.), to meet organizational and departmental reporting requests (Key Performance Indicator (KPI), etc.

Live Virtual, In-Person Session and Organizational Event Coordination (much of your time)

• Manage and serve as the dedicated team member responsible for executing “the new hire Monday” on-site (@ PRMO office, 12 Moore Drive), instructional loaner laptop bi-weekly distribution process, in alignment with new hire effective dates
• Manage and serve as the dedicated bi-weekly on-site (@ PRMO office, 12 Moore Drive), Friday laptop sanitation / Laptop Software Updates / Reboot and secure storage process 
• Facilitate live-virtual onboarding sessions, in partnership with LMS Education and Training Coordinator, related to Onboarding Tech Check, LMS Learning Lab(s), and soft skills courses (such as leadership courses, Welcome Event, Core skills, new hire feedback sessions, etc.)
• Prepare and submit ServiceNow NetID/PIN Station tickets bi-weekly
• Coordinate and maintain the Learning Center master schedule for events and training sessions; manage Learning Center training room reservation approval process
• Support in-person and live, virtual events, involving PRMO Learning Center collaboration (i.e., Belonging Session, helping events on-site in Learning Center spaces
• Partner with program leaders to develop organizational or departmental resource plans in support of defined learning program objectives

• Anticipate and provide guidance on program protocol, procedures, and operating polices for the management of facility reservation systems and requests for Learning Center space.  Arrange for computing resources, in support of departmental and learner needs
• Liaise and collaborate with Education / Training Coordinators to communicate system issues and requirements, identify support patterns that represent systemic issues

• Perform other related duties incidental to the work described herein.

Required Qualification at this Level

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 involving academic, instructional activities to acquire skills necessary to plan, coordinate and implement a variety of program activities and events, or an equivalent combination of relevant education and/or experience.

Essential Physical Job Functions

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 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.

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.