Manager, BSN-Population Health Quality, Education, Staff Development, Training (QuEST Manager)

Duke University
Closing date
Oct 22, 2021

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Student Affairs, Counseling

Job Details

Duke Connected Care, a community-based, physician-led network, includes a group of doctors, hospitals and other healthcare providers who work together to deliver high-quality care to Medicare Fee-for-Service patients in Durham and itssurrounding areas.

Location: University Towers Office, Durham, North Carolina

General Description

The QuEST Manager is responsible for performing professional administrative duties related to assessing, planning, implementing, and evaluating performance improvement and strategies of Duke Population Health Management Office (PHMO). Responsible for staff development, productivity and training. Responsible for program accreditation and ongoing program improvements. In collaboration with the Director and with senior leadership, identifies, plans and executes activities to promote effective care management, performance improvement initiatives and to ensure compliance according to policies and procedures. This position will manage a team of 11 staff members.

Work Hours: Standard business hours

Duties and Responsibilities

  • Develop, design and execute strategies or activities intended to improve performance in care management quality and policy/procedure compliance for all clinical programs of Duke Population Health Management Office. Directly provide consultation and feedback to individual care management programs in the implementation of improvement strategies.
  • Involvement in the development and regular review of PHMO policies and procedures.
  • Participate with PHMO leadership in development of annual performance improvement, quality assurance and educational strategic plans for assigned programs of PHMO.
  • Manage team responsible for quality, staff development education, and training, including audits/evaluation of PHMO metrics and measures.
  • Develop and regularly review PHMO care management policies and procedures.
  • Establish PHMO quality assessment/improvement standards. Identify quality issues and conduct audits to further investigate issues. Analyze audit results and submit reports on findings to PHMO leadership. Based on audit findings, recommend and implement educational and/or corrective actions.
  • Regularly lead assessment of the knowledge needs of care management staff related to measures and metrics and develop plans to meet those requirements.
  • Identify individual learning needs of care management staff. Communicate individual feedback to direct manager of staff. Plans and conducts staff development programs to improve care management effectiveness. Develop educational tracking method.
  • Maintain up to date knowledge of Duke Connected Care programs. Teach and train all staff on new program initiatives and standards.
  • Regularly review care management documentation, staff productivity and quality improvement opportunities to assess and identify trends. Recommends and implements process changes, policy changes and updates, staff training or other appropriate mitigating factors in response to identified trends.
  • Develop an education, training and development model and determine the education, training and development needs that link directly to PHMO business goals and objectives.
  • Collaborate with senior leaders to develop guiding principles, strategies and plans; conduct comprehensive needs assessments; determine education, training and development priorities based on assessed needs, business impact and available resources.
  • Develop the administrative framework required to support education, training, and development programs and initiatives; formulate policies, procedures and schedules to support education and training operations and initiatives.
  • Design and conduct the delivery of training programs from a variety of resources; research, evaluate and select outside consultants and trainers to meet training needs as appropriate.
  • Performs other duties as assigned.

Knowledge, Skills and Abilities
  • Working knowledge of care management, education and staff development; HEDIS and payer requirements.
  • MSN strongly preferred for this role
  • Ability to lead a team and provide effective, constructive feedback to staff.
  • Maintains confidentiality of employee and patient information.
  • Promotes quality, comprehensive services through a team approach.
  • Excellent interpersonal communication and organizational skills required.

Minimum Qualifications


Work requires a bachelor's degree in a clinical field such as Nursing, Counseling, Social Work, Therapy, allied health, or community health related fields.


Work requires a minimum of five years of clinical experience, including EXPERIENCE OR ANY OTHER EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR supervisory experience.

Degrees, Licensures, Certifications

Must have a current license in at least one of these areas: current or compact RN licensure in the state of North Carolina, current licensure as a licensed clinical social worker by the NC Social Work Certification and Licensure Board, current licensure as a licensed professional counselor by the state of NC, or current licensure as a licensed addiction specialist by the state of North Carolina. Requires ACM or CCM certification within 3 years of hire date or by December 31, 2020.

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.


Read our Diversity Profile History

Duke University was created in 1924 by James Buchanan Duke as a memorial to his father, Washington Duke. The Dukes, a Durham family that built a worldwide financial empire in the manufacture of tobacco products and developed electricity production in the Carolinas, long had been interested in Trinity College. Trinity traced its roots to 1838 in nearby Randolph County when local Methodist and Quaker communities opened Union Institute. The school, then named Trinity College, moved to Durham in 1892, where Benjamin Newton Duke served as a primary benefactor and link with the Duke family until his death in 1929. In December 1924, the provisions of indenture by Benjamin’s brother, James B. Duke, created the family philanthropic foundation, The Duke Endowment, which provided for the expansion of Trinity College into Duke University.Duke Campus

As a result of the Duke gift, Trinity underwent both physical and academic expansion. The original Durham campus became known as East Campus when it was rebuilt in stately Georgian architecture. West Campus, Gothic in style and dominated by the soaring 210-foot tower of Duke Chapel, opened in 1930. East Campus served as home of the Woman's College of Duke University until 1972, when the men's and women's undergraduate colleges merged. Both men and women undergraduates now enroll in either the Trinity College of Arts & Sciences or the Pratt School of Engineering. In 1995, East Campus became the home for all first-year students.

Duke maintains a historic affiliation with the United Methodist Church.

Home of the Blue Devils, Duke University has about 13,000 undergraduate and graduate students and a world-class faculty helping to expand the frontiers of knowledge. The university has a strong commitment to applying knowledge in service to society, both near its North Carolina campus and around the world.

Mission Statement

Duke Science"James B. Duke's founding Indenture of Duke University directed the members of the University to 'provide real leadership in the educational world' by choosing individuals of 'outstanding character, ability, and vision' to serve as its officers, trustees and faculty; by carefully selecting students of 'character, determination and application;' and by pursuing those areas of teaching and scholarship that would 'most help to develop our resources, increase our wisdom, and promote human happiness.'

“To these ends, the mission of Duke University is to provide a superior liberal education to undergraduate students, attending not only to their intellectual growth but also to their development as adults committed to high ethical standards and full participation as leaders in their communities; to prepare future members of the learned professions for lives of skilled and ethical service by providing excellent graduate and professional education; to advance the frontiers of knowledge and contribute boldly to the international community of scholarship; to promote an intellectual environment built on a commitment to free and open inquiry; to help those who suffer, cure disease, and promote health, through sophisticated medical research and thoughtful patient care; to provide wide ranging educational opportunities, on and beyond our campuses, for traditional students, active professionals and life-long learners using the power of information technologies; and to promote a deep appreciation for the range of human difference and potential, a sense of the obligations and rewards of citizenship, and a commitment to learning, freedom and truth.Duke Meeting

 “By pursuing these objectives with vision and integrity, Duke University seeks to engage the mind, elevate the spirit, and stimulate the best effort of all who are associated with the University; to contribute in diverse ways to the local community, the state, the nation and the world; and to attain and maintain a place of real leadership in all that we do.”

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