Strategic Services Associate - HBC Management - Remote - MUST RESIDE IN NC

At Duke Health, we're 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.

Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is the fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions for Duke Health.

Duke Nursing Highlights:

• Duke UniversityHealth System is designated as a Magnet organization
• Nurses from each hospital are consistently recognized each year as North Carolina's Great 100 Nurses.
• Duke University Health System was awarded the American Board of Nursing Specialties Award for Nursing Certification Advocacy for being strong advocates of specialty nursing certification.
• Duke University Health System has 6000 + registered nurses
• Quality of Life: Living in the Triangle!
• Relocation Assistance (based on eligibility)

REMOTE POSITION: Monday - Friday (First Shift)

Strategic Services Associate - Billing & Collections

The Strategic Services Associate supports the management team and serves as a key liaison to stakeholders (service lines, clinic leadership, providers, revenue managers, and revenue cycle operational teams) across both hospital and professional billing and collections. This role is primarily focused on advancing growth initiatives, system solutions, and automation strategies that enhance billing and collections performance.

The Associate partners with operational and technical teams to evaluate, design, and implement scalable system workflows, automation opportunities, and process improvements within Epic and related revenue cycle systems. This includes aligning system functionality with evolving payer requirements, supporting expansion efforts, and reducing reliance on manual processes and outsourced services.

The Strategic Services Associate contributes to the achievement of departmental goals by leading and supporting performance improvement initiatives, driving innovation in claims processing and collections workflows, and ensuring sustainable, efficient operations that support organizational growth and revenue integrity.

Performance Improvement & Solutions (60%)

• Lead growth-related workflow design and readiness efforts, ensuring billing and collections processes can support new service lines, facilities, and program expansions effectively.
• Lead and execute performance improvement strategies across hospital and professional billing and collections to reduce denials, prevent write-offs, and optimize reimbursement outcomes using structured methodologies (Lean, Six Sigma, etc.).
• Identify, design, and implement scalable automation and system solutions (e.g., Epic, clearinghouse, bots) to improve efficiency and reduce manual work.
• Partner with operational and technical teams to evaluate end-to-end billing and collections workflows, translating business needs into system enhancements, configurations, and optimized workflows.
• Support and drive system upgrades, enhancements, and implementations, including requirements gathering, build validation, and post-go-live optimization.
• Develop and maintain technical and operational expertise in Epic and third-party systems to recommend and implement best-practice workflows that align with payer requirements and organizational goals.
• Analyze claims performance and operational data to identify root causes and implement targeted, sustainable solutions.
• Develop and maintain policies, procedures, and training materials to support new workflows, system enhancements, and automation initiatives, ensuring standardization and compliance.
• Establish and monitor performance targets and success metrics tied to automation, system optimization, and growth initiatives.
• Serve as a subject matter expert (SME) for billing and collections workflows, system capabilities, and performance improvement methodologies.

Collaboration & Project Leadership (30%)

• Serve as a strategic liaison across service lines, clinic leadership, revenue cycle teams, IT, and external partners to align system capabilities with operational needs.
• Lead and manage cross-functional projects related to system enhancements, automation initiatives, and growth implementations, ensuring timelines, deliverables, and outcomes are achieved.
• Drive stakeholder engagement and communication, translating complex system or operational changes into clear, actionable plans for diverse audiences.
• Partner with operational leaders to identify opportunities for innovation, scalability, and process standardization across billing and collections.
• Educate and support stakeholders on system workflows, automation capabilities, and best practices to improve adoption and performance outcomes.
• Ensure comprehensive training, documentation, and change management support for all new processes, enhancements, and initiatives.

Other Duties (10%)

• Promote and model the PRMO strategic vision, mission, and values, emphasizing accountability, innovation, collaboration, and results.
• Support a culture of continuous improvement, engagement, and professional development within the department.
• Communicate effectively with internal and external stakeholders, providing timely, professional responses and maintaining strong working relationships.
• Participate in committees, workgroups, and organizational initiatives supporting revenue cycle strategy, innovation, and operational excellence.
• Perform other duties as assigned in support of departmental and organizational priorities.

Required Qualifications at this Level

Education:

• A bachelor's degree in a business or health-related field is required.

Experience:

• Minimum of 5 years work experience, including 3 years of experience with significant responsibility for performance/ process improvement. Experience leading work teams required.

Knowledge, Skills, and Abilities:

• Strong written and verbal communication skills; able to translate complex concepts for diverse audiences
• Effective stakeholder engagement and collaboration across clinical, operational, and technical teams
• Strong analytical and problem-solving skills, with a focus on process improvement and automation opportunities
• Proven ability to manage multiple projects with effective prioritization and organization
• Solid understanding of hospital and professional revenue cycle operations
• Working knowledge of Epic and related systems, including workflow optimization and enhancements
• Ability to identify and support automation and scalable solutions
• High attention to detail and accuracy in data, workflows, and system outputs
• Strong time management and organizational skills

Continuous improvement mindset with a focus on innovation and efficiency