PROGRAM COORDINATOR - PRMO LEARNING CENTER

Job Details

PRMO 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. 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.

Program Coordinator

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 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 work time to fulfill responsibilities, in response to departmental and organizational live, virtual course and event delivery.
  • Job Responsibilities

    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 new hire onboarding curricula specific to ambulatory and hospital patient-facing job functions, within the Duke Health enterprise, in alignment with new hire effective datesDistribute "Friday-before-Day-One-at-Duke” individualized new hire texts bi-weeklyPrepare and distribute "Laptop Loaner / Equipment Assessment Survey” bi-weekly to hiring managers in preparation for departmental new hire laptop distribution processConduct curriculum assignment / training agenda departmental quality assurance in alignment with established departmental processDistribute 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

    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 instructional loaner laptop bi-weekly distribution process
  • Manage and serve as the dedicated bi-weekly on-site 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, communication, 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, and 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.

    Organization

    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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