Job description

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 957 inpatient beds and offers comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center; a major surgery suite containing 51 operating rooms; an endo-surgery center; an Ambulatory Surgery Center with nine operating rooms and an extensive diagnostic and interventional radiology area. In fiscal year 2018, Duke University Hospital admitted 42,916 patients and had 1,085,740 outpatient visits in fiscal year 2017.

U.S News & World Report named Duke University Hospital #1 in North Carolina and #1 in the Raleigh-Durham area in 2018-19.

Duke University Hospital is ranked in the top 20 nationally for seven adult specialties, including cardiology and heart surgery, nephrology, ophthalmology, orthopedics, pulmonology, rheumatology, and urology.

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.

Occ Summary

The Manager reports directly to the Assistant Director of the Case Management Department and provides direct supervision and oversight of the Case Managers (CMs) and Clinical Social Workers (CSWs) who function within the inpatient and outpatient settings. The Manager is responsible for operationalizing Case Management and Clinical Social Work workflow standards and processes, ensuring adherence to regulatory guidelines and ensuring operations are consistent with DUHS organizational standards.

Work Performed

  • Functions as a departmental subject matter expert.
  • In conjunction with the Team Leaders, the Manager will assess the daily census assignment ensuring acuity and caseloads are equitable.
  • Provides hands-on support for critical staffing needs.
  • Monitors productivity.
  • Partnering with Assistant Director's and Director in conducting leadership rounds to support workflow and staff engagement.
  • Development and oversight of CM and CSW work schedules/calendar management via API in accordance with the PTO policy.
  • Ensure adherence to all Case Management Department and DUHS organizational policies. - Ensures adherence to regulatory compliance.
  • Promotes an environment of interdepartmental, health system and post- acute care collaboration.
  • Attends and contributes to the Utilization Management Committee meeting.
  • Will participate in the development and presentation of projects and education topics to designated departments, provider groups, clinical service units and post-acute care arenas as indicated.
  • Collaborate with CSU leadership on continuous process improvement - In collaboration with the Assistant Directors and Human Resources, manages the recruitment, hiring, onboarding and retention of Case Management Department staff.
  • Conduct employee 30/60/90 day evaluations as well as mid-year and end of year evaluations.
  • In conjunction with the Administrative Director, maintains employee Human Resource and secondary files in accordance to Joint Commission and DUHS guidelines.
  • Ensures compliance with licensure and certification requirements of new and existing employees.
  • In conjunction with TLs, will support daily patient flow huddles.
  • Provides education to support regulatory compliance in collaboration with DUHS Compliance and CM Department leadership.
  • Conducts Case Management team meetings.
  • Participates in monthly CM/CSW Divisional Meetings.
  • Provide education and feedback to provider groups as indicated
  • Monitors monthly reporting including but not limited to CM productivity, Readmission Documentation, Initial Time to Assessment, Avoidable Days Documentation, Important Message from Medicare Compliance and Discharge Appeals processes. Collaborates with the Assistant Director regarding outcomes.
  • Works with the Physician Advisors and Medical Directors on escalation of care and process improvement activities including but not limited to LOSM, readmissions, avoidable days, denial management, problem solving and education needs.
  • Participates in the review and updating of Case Management policies.
  • Escalates and keeps Assistant Director/Director informed of workflow or personnel concerns.

Knowledge, Skills and Abilities

  • Experience with care coordination, discharge planning, clinical information documentation and Utilization review PC proficiency and experience with care management workflow systems, such as Canopy Knowledge of InterQual criteria and patient status change Strong communication and leadership skills Knowledgeable of JCAHO, federal and state standards/regulations
  • Considerable knowledge of large-scale health care facilities, policies, and issues
  • Considerable knowledge of clinical protocols and practice management requirements in assigned area Ability to analyze data and employ approved management techniques and statistical tools to obtain maximum effectiveness, efficiency, and Ability to interpret established policies into operating procedures and to execute case management programs
  • Ability to coordinate effectively various functions and activities for maximum cooperation and efficiency Ability to direct, instruct and advise staff in the approved methods, procedures and practices employed in effective health care administration
  • Ability to receive and effectively react to day-to-day problems presented by staff as well as others
  • Knowledge of accreditation standards, health care regulations, performance improvement, patient safety and policy formulation
  • Effective organizational, oral and written communication skills, problem solving, program development, computer skills, strong leadership, and team building skills
  • Ability to work with a variety of disciplines and levels of staff across departments and the health system is required
  • Knowledge of payer requirements and discharge planning regulations that support the effect development of departmental policies, procedures and standards
  • Ability to establish priorities, meet deadlines, develop and manage the department's productivity standard in the management of the work assignment
  • Ability to form positive, collaborative relationships with members of the executive team, hospital staff, post-acute providers and payers
  • Ability to effectively negotiate with internal and external service providers Knowledge of information systems to support the evaluation of current capacity as well as future needs

Level Characteristics


Minimum Qualifications


BSN or MSW required


5 years of relevant experience

Degrees, Licensures, Certifications

Must have current or compact RN licensure in the state of North Carolina or current licensure as a licensed clinical social worker by the NC Social Work Certification and Licensure Board.

Job Level: G2

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.




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Job No:
Posted: 10/8/2020
Application Due: 11/21/2020
Work Type: