Supervisor Established Patient Scheduling Operations

Supervisor Established Patient Scheduling Operations

Job Details

Job ID:
29808

Location:
450 Brookline Ave, Boston, MA 02215

Category:
Administration Support/Customer Service

Employment Type:
Full time

Work Location:
PTL Remote: 2-3 days remote/wk

Overview

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

Responsibilities

PRIMARY DUTIES AND RESPONSIBILITIES:

• Acts as the subject matter expert for all scheduling processes and procedures for assigned disease groups. Works with providers and Administrative Directors to develop and implement workflows related to scheduling in compliance with standard scheduling practices. Keeps all documentation, tools, and resources for staff up to date.
• Proactively reviews scheduling orders and sets priorities for CSS based on patient impact. Manages scheduling deadlines and delegates work to staff as needed. Uses judgement to escalate to leadership when a deadline is at risk.
• Develops and maintains staff schedules, and develops contingency plans for scheduled and unscheduled absences.
• Acts as the primary resource for staff for all questions related to patient scheduling. Serves as the first point of escalation for complex scheduling issues, including those involving appointments with more than one provider, procedures and/or imaging.
• Manages all stakeholder communications and expectations pertaining to patient scheduling. Provides regular updates to disease center leaders and clinical directors on program progress, successes and areas for improvement or adjustment. Works closely with the New Patient and DFCI Welcome Center teams to share cross-functional information.
• Ensures all scheduling is completed efficiently while striving to provide excellence in the patient contact experience. Leads small scale process improvement efforts and monitors key performance indicators. Monitors processes so that correct special billing and revenue processes function properly.
• Troubleshoots a wide variety of issues that arise related to patient scheduling. Triages complaints to Patient and Family Services department as needed and works to resolve issues to patient/family's satisfaction.
• Uses discretion to recognize emergencies and resolve issues. Engages leadership when appropriate.
• Other duties and responsibilities as assigned.
  

SUPERVISORY RESPONSIBILITIES:

Supervises team of Clinical Scheduling Specialists and Protocol Schedulers. Responsible for recruiting, onboarding, and training of staff. Provides regular coaching and feedback. Manages staff performance and conducts annual reviews. Collaborates with Human Resources on policies and procedures, leave administration, employee relations and corrective action process.

Qualifications

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

MINIMUM JOB QUALIFICATIONS:

A Bachelor's Degree in health administration or related field is strongly preferred, along with 2 years of related health care and/or customer service experience.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Knowledge of medical terminology preferred
• Previous supervisory experience preferred
• Effective Communicator
• Customer Service Oriented
• Conflict Management
• Relationship Builder
• Technically Credible
• Team Builder
• Adaptable
• Problem Solver

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other groups as protected by law.