Performance Improvement Coach - Ambulatory Performance Excellence

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.

About Duke Primary Care

Pursue your passion for caring with Duke Primary Care, which offers family, adolescent, and internal medicine services as well as urgent, general pediatric, and virtual care at nearly 50 clinic locations across central North Carolina.

Performance Improvement Coach

Purpose of the Position


The Performance Improvement Coach serves as an internal consultant, coaching multidisciplinary teams and leaders in continuous improvement, change management, and lean leadership behaviors. They support the implementation of daily management systems and apply continuous improvement tools to drive initiatives that enhance patient-centered care. The coach plays a key role in strategy deployment by developing A3s, guiding the study/adjust process, coaching leaders in A3 thinking, and helping align strategy from executives to the front line through leader standard work. While not a direct manager, the specialist provides leadership and direction to foster a culture of continuous improvement across the organization.

How You'll Contribute


Improvement Methodology & Facilitation

• Utilizes expertise in improvement methodologies (e.g., Value Streams, Kaizen, A3, Daily Improvement) to consult and support senior leaders, directors, and front-line teams.
• Independently facilitates continuous improvement teams, follows up on action plans, and ensures improvements are made and sustained.
• Advises on scientific, data-driven problem-solving approaches to determine appropriate design and implementation of initiatives.
• Acts as a change agent in a fast-paced environment, helping embed continuous improvement into operations.

Education, Training & Coaching

• Teaches and coaches Leaders, Caregivers, and Providers on lean tools and methodologies such as A3 thinking and PDSA.
• Advises leaders on lean leadership skills needed for a participative, team-oriented culture.
• Creates and administers internal education and training on continuous improvement across all levels.
• Develops training curriculum, tools, and supporting materials to advance Duke's lean initiatives.
• Identifies and addresses ongoing training needs within the organization.

Strategic Support & Advisement

• Provides consulting and advisement to leadership on the use of continuous improvement tools and strategies.
• Partners with leadership to analyze organizational processes, identify gaps, and develop action plans.
• Supports the deployment of the Quality Management System and daily management systems throughout the health system.

Data Tracking & Performance Monitoring

• Tracks changes and improvements made across initiatives.
• Monitors key performance metrics to evaluate current, past, and projected process performance.
• Ensures sustainability of improvements by helping integrate changes into daily workflows and culture.

Relationship Building & Change Management

• Builds strong relationships with leaders and stakeholders to improve patient care, reduce waste, and meet compliance standards.
• Helps manage the cultural adoption of improvements to prevent regression and maintain momentum.
• May perform additional tasks of similar complexity as required or assigned.

What We Are Looking For:


Education

• Possess a Bachelor's degree or higher from an accredited institution in business, healthcare engineering or a health-related fi eld (nursing, allied health, public health) or equivalent.

Experience

• Minimum of six (6) years of experience in performance improvement or process engineering, preferably in a healthcare environment, or a combination of experience and education in business, healthcare engineering or a health-related fi eld (nursing, allied health, public health).

Degrees, Licensure, and/or Certification

• N/A

Knowledge, Skills, and Abilities

• Proven, data-driven success in leading clinical performance improvement redesign and implementation efforts
• Strong knowledge of Lean principles, with experience training others and implementing Lean tools effectively
• Demonstrated expertise in coaching, consulting, group facilitation, whole system design, negotiation, change management, and conflict resolution-supporting change in large, complex environments
• Experience partnering with medical staff leadership, including Medical Directors and Chief Medical Officers
• Skilled in influencing, managing, and coaching within a matrixed organization that includes diverse learners such as nurses, providers, caregivers, and consumers
• Proficient in Microsoft Excel, Word, and PowerPoint, with the ability to independently produce high-quality documents-or the aptitude to achieve this skill level within a defined timeframe
• Flexible and positive communication style, with strong interpersonal skills to effectively exchange information across teams and clients
• Strong analytical skills, with the ability to independently interpret, prepare, and analyze data, including length of stay (LOS) metrics and benchmarking against federal or other performance standards

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 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.