Director, Guest Services- Duke Raleigh

At Duke Health, were 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 Raleigh Hospital, A Campus of Duke University Hospital

Pursue your passion for caring with the Duke Raleigh Campus in Raleigh, North Carolina. With 204-beds, it is the third largest of the four Duke Health hospitals and offers a comprehensive array of services, including cancer, cardiovascular, neuroscience, advanced gastrointestinal, and wound healing care.

Job Summary

Oversee, plan, direct and coordinate all activities of Service Excellence. These areas may include but not limited to: Patient and Visitor Relations, Guest Services, Interpreter Services, Volunteer Services, and Patient Family Advisory Councel. Additionally, this role will provide leadership to entity specific Service Excellence programs such as Arts and Healing and Project Search.

Location:

Duke Raleigh Hospital, a Campus of Duke University Hospital

3400 Wake Forest Rd. Raleigh, NC 27609

Hours of Operation:

Full-Time, Monday - Friday, weekends and off shift schedules may occur.

Work Performed

• Develop and execute the strategic leadership plan for Service Excellence across the organization.
• Direct and coordinate all Service Excellence functions, ensuring effective clinical and operational support services for patient care areas.
• Assess departmental resource needs and oversee operational and capital budgets, including monthly variance reporting and expense management.
• Implement systems and process improvements to enhance operational efficiency, service delivery, and cost control.

Provide leadership for departmental personnel, including hiring, performance management, staff deployment, coaching, and corrective actions.

• Design, launch, and evaluate new Service Excellence programs and services aligned with organizational priorities.

Oversee the compilation, analysis, and distribution of operational reports, identifying trends and recommending strategic improvements.

• Lead departmental performance improvement initiatives in compliance with hospital standards, The Joint Commission (TJC), and other regulatory requirements.
• Foster collaborative relationships across hospital and health system leadership to ensure adherence to organizational policies, procedures, and service standards.
• Oversee Patient Relations operations, including management of patient complaints and grievances in accordance with regulatory guidelines.
• Advise leaders on patient experience initiatives and develop strategies to improve patient satisfaction and engagement metrics.

Lead efforts to improve patient satisfaction scores and achieve or exceed balanced scorecard goals.

• Collaborate with senior leadership and key stakeholders to develop, implement, and measure patient experience programs and performance metrics.
• Serve as the primary organizational point of contact for patient experience and Service Excellence initiatives across departments.
• Partner with unit directors and managers to analyze patient satisfaction data and implement targeted action plans for improvement.
• Direct volunteer and auxiliary services programs, providing strategic leadership for volunteers serving across multiple departments and functions.
• Identify and resolve hospital-wide safety, security, and customer service issues impacting the patient and visitor experience.
• Ensure effective coordination of resources, processes, and initiatives that enhance overall hospital service quality and operational performance.
• Perform additional leadership and operational responsibilities as assigned to support organizational goals.

Knowledge, Skills and Abilities

N/A

Level Characteristics

N/A

Minimum Qualifications

Education

Work requires a BA/BS in Business, Nursing, Social Work, Behavioral Science or related field.

Experience

Four years of patient/health care relations or human service experience including 1 year in management capacity.

Degrees, Licensures, Certifications

Patient Experience Certification may be required.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individuals 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 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.