Piedmont HealthCare is pleased to announce the appointment of Joy Durham, BSN, CCM, CPC as Chief Operating Officer. 
Joy has been with Piedmont HealthCare since June 2014 and has spent her career at PHC focused on quality and performance improvement. Most recently, she served as Executive Director of Value Based Care, where she worked closely with PHC physician offices to track quality measures, analyze performance data, and support teams in meeting care standards.
Prior to her work in value-based care, Joy spent 6 years as a Director of Operations at Piedmont HealthCare, giving her hands on insight into what operational challenges and opportunities exist.
Joy has earned the trust of our physicians and office teams over many years,” said CEO, Jeffrey Smith. “Her deep understanding of quality, data, and day to day office realities makes her the right leader to help strengthen our operations while keeping patient care at the center of everything we do.”
In her role as COO, Joy will continue to apply her expertise in Value Based Care as she moves into operations. She will work closely with the Directors of Operations to establish clear, efficient workflows and operational processes across offices.
“As the philosopher Heraclitus said, ‘The only thing that is constant is change.’ That is especially true in healthcare,” Joy noted. “Like many physician owned groups, Piedmont HealthCare is navigating changes in payment models while remaining independent in an environment that increasingly favors hospital ownership. I am excited to apply my experience in operations, value-based care, and EHR oversight to help us use change as a tool to better serve our community.”
Joy’s work has contributed to Piedmont HealthCare’s strong organizational performance, including a current Net Promoter Score of 92. While NPS reflects patient experience, many of the measures Joy oversees directly impact office operations, care coordination, and consistency, all of which influence how patients experience their care.
She has also played a key role in Piedmont HealthCare’s partnership with agilon health, supporting independent physicians as they transition to value based care. This partnership focuses on improving outcomes for Medicare patients through better management of chronic conditions, reduced hospitalizations, and coordinated care that supports aging in place.
Joy has deep roots in Iredell County, where she and her family have lived for more than two decades. “Statesville has been home to our family for 22 years,” she shared. “Our three boys were raised here, our parents chose to retire here, and our church and friendships are here. It is a privilege to serve the same community that has given so much to our family.”
Looking ahead, Joy is focused on preserving Piedmont HealthCare’s physician led model while strengthening internal processes. “Piedmont is made up of more than 210 physicians and advanced practice clinicians who care deeply about their patients and go above and beyond every day. I am honored to support that work and excited to help identify ways we can be more consistent and efficient across the organization, always with the goal of supporting our providers and improving patient care.”
