Reporting to the Senior Manager/Director, New Patient Operations, the Manager of New Patient Operations is responsible for the oversight of day-to-day and scheduling operations. The Manager has direct supervision of approximately 15 New Patient Coordinators, Patient Records Specialists and/or New Patient Coordination Leads. The Manager provides human resources management of staff relative to hiring, corrective action, training, and evaluation of employees. Drawing on a broad understanding of the DFCI and New Patient Operations practices and policies, and displaying a degree of initiative and independent judgement, the Manager will continually assess and direct a wide range of issues, including personnel management, systems issues, and escalated patient issues that may arise. The Manager is responsible for ensuring all new patient scheduling is completed in accordance with DFCI Scheduling Guidelines and customer service standards. The Manager coaches incoming new Supervisors and acts as a point of contact in the absence of leadership.

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. 

OPERATIONAL:

• Coaches and mentors incoming new Supervisors.
• Acts as point of contact for coverage and escalation of issues when leadership is out of office.
• Responsible for recruiting, onboarding, and training of staff in collaboration with New Patient Trainer and other key stakeholders. 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.
• Oversees the day-to-day performance of New Patient Coordinators, Patient Records Specialists and/or New Patient Coordination Leads. Identifies opportunities for improvement. Understands at a fundamental level how to complete the tasks required by those under their management and provides support as needed.
• Assists New Patient Operations leadership with the implementation of policies, programs, and procedures.
• Acts as point of contact for coverage and escalation of issues when leadership is out of office
• Develops and maintains staff schedules and develops contingency plans for scheduled and unscheduled absences.
• Monitors staff performance metrics and KPIs.
• Ensures that HIPAA policies and procedures are fully implemented and adhered.
• Ensures the on-site physical work environment of scheduling staff is maintained.
• Evaluates staffing needs to meet quality and performance standards. Ensures that all necessary resources are available and troubleshoots whenever necessary.
• Identifies, monitors and resolves IS and telecommunication issues which impact daily operations.
• Problem solves and identifies opportunities for improvement in day-to-day operations.
• Participates in hardware/software installation, troubleshooting, system access, etc.; serves as resource for questions related to information systems.
• Serves as resource for staff to ensure that safety issues are addressed.
• Hold regular meetings with administrative and clinic staff.
• Covers for other New Patient Supervisors/Managers as needed.
• Represents department on operational and personnel matters
• Serves as point of contact for issue investigation and patient complaints
• Acts as subject matter experts on projects and project-based meetings
• Works on special projects as identified by leadership.

SCHEDULING:

• Acts as the subject matter expert for all new patient coordination for assigned disease groups. Works with operations and clinical leadership to develop and implement workflows related to new patient intake, scheduling, and records collection in compliance with standard practices. Keeps all documentation, tools, and resources for staff up to date.
• Manages scheduling deadlines and delegates work to staff as needed. Uses judgement to escalate to leadership when a deadline is at risk.
• Acts as the primary resource for staff for all questions related to new 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. Partners with the disease center Administrative Directors to work through the challenges of appointment availability.
• Manages all stakeholder communications and expectations pertaining to new patient coordination and records collection. Provides regular updates to disease center leaders and clinical directors on program progress, successes and areas for improvement or adjustment. Works closely with the Established Patient and Welcome Center teams to share cross-functional information.
• Ensures all new patient scheduling and records collection 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 new patient operations. Triages complaints to Patient and Family Services department as needed and works to resolve issues to patient/family’s satisfaction.
• Collaborates with Training/Quality Assurance team to onboard and train new staff, develop and maintain resources, and monitor and coach staff.
• Uses discretion to recognize emergencies and resolve issues. Engages leadership when appropriate.
• Other duties and responsibilities as assigned.

Personnel/Human Resources:

• Provides HR management in the areas of hiring, corrective action, training, and evaluation of employees.
• Assess operational performance and staff morale.
• Completes performance evaluations for New Patient Coordinators, Patient Records Specialists, and/or New Patient Coordination Leads. Develops employees through on-going coaching, counseling, and training. Administers corrective action if appropriate.
• Develops, oversees, and monitors competency training for assigned staff to ensure training and compliance with regular competencies and task monitoring.
• Ensures judicial use of overtime for assigned staff.

MINIMUM JOB QUALIFICATIONS:

• High school diploma required; Bachelor’s Degree in health administration or related field strongly preferred.
• 4 years of related health care and/or customer service experience required.
• 1-2 years of experience as Supervisor, New Patient Operations or similar experience strongly preferred.
• Previous supervisory experience required

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Mastered fundamentals of, demonstrated expertise in, and proven job autonomy in Supervisor role.
• Subject matter expert in all facets of Ambulatory Clinical Operations (specific to current department).
• Adaptability: Ability to adapt to environment with changing priorities. Demonstrated ability to embrace change and impart openness to change within team. Act as change champion amongst peers, direct reports, and within disease centers.
• Time Management: Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures.
• Demonstrated ability to work effectively and considerately with diverse groups of patients, staff and providers while handling various tasks simultaneously.
• Communications skills: Exceptional skills for a varied workforce that includes MD’s RN’s, NP, PA, Fellows, and administrative staff. Exceptional customer service and conflict management skills.
• Quality Assurance: Skills to work efficiently and effectively and strive to do so in all aspects of position. Ability to effectively manage day-to-day operations, establish and maintain policies and procedures, monitor service statistics, and ensure effective coordination of training programs. Ability to engender these skills among staff.
• Personnel Management: Ability to skillfully handle issues of sensitive nature with respect to confidentiality, abiding by institutional guidelines. Ability to recruit, train and supervise staff and to ensure that performance evaluations, payroll, employee changes and other HR transactions are completed in an accurate and timely manner. Ability to provide support, direction, and development to staff.
• Leadership: Ability to identify issues and improvement projects. Demonstrates integrity. Ability to communicate effectively, sell ideas, and take ownership and responsibility for activities. Ability to build teams and relationships.
• Discretion and Confidentiality: Ability to handle sensitive and confidential matters discreetly and to ensure confidentiality guidelines are maintained by staff.
• Analytical Skills: Ability to conduct operational analysis and understand statistical reports.
• Critical Thinking/Decision Making: Ability to appropriately evaluate all aspects of a situation and to independently make appropriate and timely decisions. Ability to exercise strong judgement. Exceptional problem-solving skills.
• Information Systems/Technology Skills: Exceptional computer skills and knowledge of Microsoft Office (operating systems, word processing, database, electronic mail, Internet, spreadsheet), Customer Relationship Manager (CRM), electronic fax system, Epic. Knowledge of medical terminology preferred.

SUPERVISORY RESPONSIBILITIES:             12 to 15 direct reports

EEO Statement 

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.

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 characteristics protected by law.

EEOC Poster