Supervisor - New and Established Patient Operations

Overview

Reporting to the Senior Manager, the Supervisor, New Patient and Established Operations is responsible for the oversight of day-to-day and scheduling operations. The Supervisor directly supervises and provides human resources management of staff related to hiring, corrective action, training, and evaluation of employees. Drawing on a broad understanding of the DFCI and New and Established Patient Operations practices and policies and displaying a degree of initiative while developing 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 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.

Primary Duties and Responsibilities

• Supervise day-to-day new and established patient operations, including workflow oversight, staff support, and process improvement. Serve as the subject matter expert for new patient coordination and scheduling workflows; maintain current tools, documentation, and resources.
• Oversee scheduling priorities and deadlines, delegate work, and escalate risks or complex issues as appropriate. Serve as the primary escalation point for patient scheduling issues, complaints, investigations, and emergent operational concerns.
• Manage staffing plans, schedules, coverage needs, overtime, and performance metrics to support operational and quality standards.
• Recruit, onboard, train, coach, evaluate, and manage staff performance and corrective action in collaboration with HR and Training. Support staff development through competency-based training, quality monitoring, and coaching, while addressing system and telecommunication issues impacting operations.
• Ensure compliance with departmental policies, HIPAA, safety expectations, and operational resource needs.
• Communicate with leadership and cross-functional teams regarding scheduling needs, workflow updates, records coordination, and program performance.
• Represent the department in meetings, projects, and coverage assignments, and perform other duties as assigned.

Knowledge, Skills and Abilities

• Ability to adapt to changing priorities, manage multiple demands, and lead others effectively through change.
• Strong interpersonal, communication, customer service, and conflict resolution skills, with the ability to work effectively with diverse patients, providers, and staff.
• Demonstrated leadership, integrity, accountability, sound judgment, and discretion, including the ability to supervise staff and handle sensitive and confidential matters appropriately.
• Strong operational, analytical, critical thinking, decision-making, and problem-solving skills, including support for quality management, policy implementation, service monitoring, and training coordination.
• Proficiency with Microsoft Office, CRM, electronic fax systems, Epic, and related technology; knowledge of medical terminology is preferred.

Minimum Job Qualifications

• Bachelor’s degree required, preferably in Health Administration or related field.
• 2 years of related health care and/or customer service experience required. Lead (internal) experience required.
• New patient coordination lead and/or similar experience strongly preferred.
• Previous supervisory experience strongly preferred.

License/Certification/Registration Required: None

Supervisory Responsibilities: Yes

• Directly supervises scheduling staff including, but not limited to, New Patient Coordinators, Clinical Scheduling Specialists, Surgical Scheduling Specialists, Patient Records Specialists, Pathology Material Specialists, and/or New and Established Operations Leads.

Patient Contact: Yes

• Direct patient contact by phone.

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 committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate 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.  

Pay Transparency Statement

The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate’s relevant experience, skills and qualifications.

For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).