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CHIEF OPERATING OFFICER, AMB
Job Title: CHIEF OPERATING OFFICER, AMB
Job Code: 5675
FLSA: E
Job Level: N2
Revised Date: 09/01/2025
Supervisory Responsibility: Yes
General Description of the Job Class
The Chief Operating Officer (COO), Ambulatory Operations is a senior operational leader responsible for managing the daily management, quality, and access performance of ambulatory clinics, including primary care, specialty care, and cancer services, as well as centralized access operations Duke Health. Reporting to the Chief Ambulatory Officer and COO Physician Practices, the COO plays a critical role in ensuring operational excellence, patient access, and service delivery across a broad and complex ambulatory enterprise.
The COO will lead a team of vice presidents and associate vice presidents and work in close partnership with clinical, administrative, and departmental leaders to support Duke Health's mission of delivering high-quality, patient-centered care.
Duties and Responsibilities of this Level
Operational Leadership
Provide executive oversight of day-to-day operations across all ambulatory clinics, including Duke Primary Care, specialty services, and the Duke Cancer Institute.
Ensure consistent, high-quality operational performance across all sites, with a focus on patient access, throughput, safety, and experience.
Lead the implementation of standardized workflows, operational policies, and performance improvement initiatives.
Champion and communicate the compelling vision for the integrated ambulatory network.
Oversee the relationships to clinic partnerships through new affiliated practice models.
Financial and Capital Management
Develop and manage DHAS and Ambulatory clinic budgets in collaboration with operational and finance teams.
Support the development and presentation of business plans for additional space, growth, and necessary investments to enhance ambulatory clinic operations.
Support the development and prioritization of capital expenditure plans for the ambulatory platform, ensuring investments support strategic growth and system-wide objectives.
Access Services Oversight
Oversee operations of Duke Health Access Services, including centralized scheduling, referral management, and call center operations.
Drive improvements in access, wait times, and service responsiveness through operational innovation and technology.
Develop and implement strategies for alternative hour access and operational efficiency improvements to enhance patient access to care.
Design and implement streamlined processes to enhance patient navigation and access to appropriate care through referrals, DukeHealth.org, MyChart, the Engagement Center, and other points of entry to the health system.
Team Leadership
Directly manage Ambulatory VPs and AVPs, fostering a culture of collaboration, development, and continuous improvement. Support ambulatory leadership development, succession planning and workforce engagement. Direct reports are responsible for primary care operations, ambulatory care operations for specialty services, ambulatory care operations for oncology, access operations, and access support services.
Performance & Quality Management
Monitor and improve key operational metrics, including patient access, provider productivity, patient satisfaction, and clinic efficiency.
Partner with clinical and administrative leaders to ensure alignment with quality, safety, and compliance standards.
Oversee continuous readiness for all state, federal and payer regulations required for billing and safety.
Utilize data and analytics to drive decision-making and operational transparency.
System Integration & Collaboration
Collaborate with the CAO, clinical department leaders, and physician executives to align operations with strategic goals.
Support integration of faculty and community-based practices into a unified ambulatory platform.
Participate in system-wide planning, governance, and transformation initiatives.
Accountable for the quality and felt effectiveness of the clinic operations and access services for an exceptionally diverse physician and clinical workforce.
Create and sustain a culture and operating model to support systemness within and across Ambulatory and Duke Health.
Required Qualifications at this Level
Education
Master's degree in Health Administration (MHA), Business Administration (MBA), Public Health (MPH), or a related field required.
Experience
Minimum of 10 years of progressive leadership experience in healthcare operations, with at least 5 years in a senior operational leadership role.
Proven experience managing large, complex ambulatory care networks. Experience in academic medical centers or integrated delivery systems strongly preferred.
Degrees, Licensure, and/or Certification
N/A
Knowledge, Skills, and Abilities
Strong operational acumen with a track record of improving access, efficiency, and patient experience.
Skilled in leading large, multidisciplinary teams across diverse clinical settings.
Proficient in performance improvement methodologies (e.g., Lean, Six Sigma).
Excellent communication, collaboration, and change management skills.
Deep understanding of ambulatory operations, access services, and healthcare delivery systems.
Distinguishing Characteristics of this Level
N/A
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University 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, (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.
