What are the responsibilities and job description for the Population Health Care Manager- Team Lead Centralized Support position at Duke University Health System?
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.
The Team Lead oversees a team of 6-12 team members working in-office, hybrid, or fully remote within the PHMO. As a member of the PHMO leadership team, the Team Lead collaborates with other PHMO leadership team members to ensure team goals and responsibilities are effectively achieved. In partnership with PHMO managers, directors, and senior leadership, the Team Lead identifies, plans, and implements activities that drive best-in-class performance aligned the PHMO roadmap, while ensuring compliance with PHMO and DUHS policies and procedures. Additionally, this role may engage with DUHS entity leadership, including direct care teams across multiple sites, to engage, foster, and maintain strong PHMO relationships through consistent and effective communication and collaboration.
The Team Lead is essential in driving operational excellence, fostering team development and change management, and ensuring high-quality care and service delivery within PHMO.
General Description Of The Job Class
The Team Lead assumes additional responsibilities beyond their primary job classification, providing operational oversight and functional expertise in their designated area within PHMO. This role ensures team efficiency, compliance with program and contractual requirements, and alignment with PHMO goals. Areas of focus may include specific populations, quality assurance and improvement, engagement and referral processes, clinical conditions, education and training, and filling in for frontline team members as needed.
In addition, the Team Lead is responsible for program development, continuous process improvement, and effective communication with PHMO leadership and other relevant entity leaders. As a key member of an interdisciplinary team, the Team Lead plays a critical role in enhancing whole-person care, quality outcomes, and care transitions.
Duties And Responsibilities Of This Level
Education
Bachelor's degree in a clinical field such as Nursing, Counseling, Social Work, Therapy, Allied Health, or community health related fields.
Experience
3 years of clinical experience required.
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,
Current licensure as a Licensed Addiction Specialist by the state of North Carolina.
Requires ACM or CCM certification within 3 years of hire date.
Duke is an 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 (including pregnancy and pregnancy related conditions), sexual orientation or military status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends onthe 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.
The Team Lead oversees a team of 6-12 team members working in-office, hybrid, or fully remote within the PHMO. As a member of the PHMO leadership team, the Team Lead collaborates with other PHMO leadership team members to ensure team goals and responsibilities are effectively achieved. In partnership with PHMO managers, directors, and senior leadership, the Team Lead identifies, plans, and implements activities that drive best-in-class performance aligned the PHMO roadmap, while ensuring compliance with PHMO and DUHS policies and procedures. Additionally, this role may engage with DUHS entity leadership, including direct care teams across multiple sites, to engage, foster, and maintain strong PHMO relationships through consistent and effective communication and collaboration.
The Team Lead is essential in driving operational excellence, fostering team development and change management, and ensuring high-quality care and service delivery within PHMO.
General Description Of The Job Class
The Team Lead assumes additional responsibilities beyond their primary job classification, providing operational oversight and functional expertise in their designated area within PHMO. This role ensures team efficiency, compliance with program and contractual requirements, and alignment with PHMO goals. Areas of focus may include specific populations, quality assurance and improvement, engagement and referral processes, clinical conditions, education and training, and filling in for frontline team members as needed.
In addition, the Team Lead is responsible for program development, continuous process improvement, and effective communication with PHMO leadership and other relevant entity leaders. As a key member of an interdisciplinary team, the Team Lead plays a critical role in enhancing whole-person care, quality outcomes, and care transitions.
Duties And Responsibilities Of This Level
- Project Coordination & Outcome Tracking: Monitors and coordinates team-specific projects, collaborates with PHMO colleagues, and tracks outcomes with support from the data team.
- Intervention Implementation: Ensures timely implementation of appropriate interventions for identified populations following established policies and procedures, and recommends improvements when gaps are identified.
- Performance Enhancing and Benchmarking: Supports team members in identifying systemic opportunities, strengths, and performance benchmarks to improve payer relations, care management, care transitions, and gap closure. Uses data from multiple sources for targeted outreach, education, and intervention strategies.
- Employee Engagement & Oversight: Conducts monthly individual team member and team meetings to provide updates, training, coaching, and recognition. Engages with individual team members at least monthly to review and discuss performance related to the relevant EJR and team outcomes.
- Observation & Training: Shadows each direct report at least once per evaluation period, or more frequently if concerns arise. Conducts individual and group training to address workflow, documentation, and patient care needs. Is an integral and active participant in onboarding and training new team members.
- Time & Attendance Management: Manages team member time and attendance within the API system.
- Quality Assurance & Auditing: Performs routine team member audits within relevant systems (e.g., data management system, electronic health record (EHR), and recorded calls) to assess quality, clinical care, education accuracy and appropriateness, process adherence, and customer experience. Provides timely feedback and oversight.
- Organizational Engagement: Attends and actively participates in identified PHMO/DukeWELL meetings, training sessions, and initiatives.
- Relationship Management: Develops and maintains strong relationships with internal and external stakeholders and customers across Duke Health.
Education
Bachelor's degree in a clinical field such as Nursing, Counseling, Social Work, Therapy, Allied Health, or community health related fields.
Experience
3 years of clinical experience required.
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,
Current licensure as a Licensed Addiction Specialist by the state of North Carolina.
Requires ACM or CCM certification within 3 years of hire date.
Duke is an 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 (including pregnancy and pregnancy related conditions), sexual orientation or military status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends onthe 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.
