New England HERC

This position is responsible for efficient operations in the patient care environment and all aspects of patient scheduling in accordance with department scheduling guidelines.  Provides superior customer service to all patients, family members, physicians and staff at all times in accordance with the DFCI Customer Service Standards. 

The Supervisor is responsible for overseeing all aspects of patient care and coordination of scheduling for patients as provided by Clinical Coordinators.  The Supervisor is responsible for ensuring delivery of superior customer service to all patients, family members, physicians and staff at all times in accordance with the DFCI Customer Service Standards. The individual in this position will play a critical role in facilitating and managing scheduling-related tasks for patients in the Jimmy Fund Clinic and ancillary services. Drawing on a broad understanding of the DFCI and Scheduling Department practices and policies, and displaying a degree of initiative and independent judgement, the Supervisor will continually assess and direct a wide range of issues, including personnel management, systems issues, and escalated patient issues that may arise. The Supervisor is responsible for ensuring all established patient scheduling is completed in accordance with DFCI Scheduling Guidelines and customer service standards.

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:

• Oversees the day-to-day performance of Clinical Scheduling Specialists and/or Protocol Schedulers. 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 Established Scheduling Operations leadership with the implementation of policies, programs, and procedures.
• Develops and maintains staff schedules and develops contingency plans for scheduled and unscheduled absences.
• Monitors staff performance metrics and KPIs.
• Ensure 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 Established Patient Scheduling Supervisors as needed.

SCHEDULING

• 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.
• 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.

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 Clinical Scheduling Specialists and/or Protocol Schedulers. 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

SUPERVISORY RESPONSIBILITIES:             12 to 15 direct reports

• High school diploma required; Bachelor?s Degree in health administration or related field strongly preferred.
• 2 years of related health care and/or customer service experience required.
• Level II experience required (internal).
• Scheduling experience preferred.
• Pediatric experience preferred.
• Demonstrated supervisory skills or leadership experience required
• Ability to multi-task and function as an integral member of a team
• Excellent communication, organizational, time management, and customer service skills
• Strong attention to detail
• Ability to identify resources within the Institute and exhibit a proactive approach to problem solving
• Ability to handle sensitive and confidential operational or personnel information with discretion

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• 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.
• Communications skills: Exceptional skills for a varied workforce that includes MD?s RN?s, NP, PA, Fellows, and administrative staff.
• 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.
• 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.
• 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), Epic.

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. 

EEO Statement 

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.

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